Gina Gibson

Today’s guest is Gina Gibson — CEO of Think Forward and host of The Tech Matchmaker podcast, where she shines a light on breakthrough technology transforming the contact center space. With more than 25 years of experience spanning frontline support to executive leadership, Gina has led major digital transformations for organizations ranging from 50 to 45,000 agents.
She’s a recognized force in customer experience strategy, blending deep expertise in CCaaS, CRM, WFM, and analytics with a people-first mindset that drives real, lasting change. Known for her vendor-agnostic approach, Gina helps organizations cut through the noise and match with the right-fit technology — not just the loudest solution on the market.

She’s also the co-author of Revolutionizing Customer Experience, a 2024 book that explores the power of AI, business simulations, and cross-functional collaboration to elevate CX. As a trusted advisor across both the public and private sectors, Gina brings a rare mix of operational savvy and visionary thinking.
Beyond her professional work, Gina is passionate about giving back. She serves as Chair of the Board of Directors for Dress for Success Phoenix, where she supports initiatives that empower women and strengthen her local community.

She’s here today to share what it really takes to future-proof your contact center — and how to make technology work better for the people behind it.