Melissa Copeland Named a "Top 25 Thought Leader" of 2026 by ICMI
Blue Orbit Consulting’s founder is globally recognized for redefining how contact centers adopt AI-enabled service design and human-centric operations.
At a moment of critical transformation for the Customer Experience (CX) industry, we are proud to announce that Melissa Copeland, Founder and Principal of Blue Orbit Consulting, has been selected by the International Customer Management Institute (ICMI) as one of the Top 25 Thought Leaders for 2026.
This prestigious annual recognition highlights professionals who are not only understanding the current state of the industry but are actively shaping its future through innovation, measurable impact, and mentorship.
Leading the Transition to Agentic AI
The ICMI selection committee specifically highlighted Melissa’s ability to navigate the complex intersection between advanced technology and the human element—a core competency in today’s era of "Hard AI" and infrastructure build-outs.
According to the official award citation:
"Melissa Copeland demonstrates bold thought leadership in advocating for how contact centers embrace AI-enabled service design and human-to-human interaction. Her industry impact is evident in her role at Blue Orbit Consulting, guiding global CX operations to deliver measurable transformations."
More Than Technology: Human Transformation
This accolade validates Blue Orbit Consulting’s core philosophy for 2026: technology is the vehicle, but strategic design is the driver.
Beyond her consulting work, ICMI recognized Melissa’s excellence in "Knowledge Sharing and Mentorship," citing her extensive track record of educating C-Level executives and emerging professionals through podcasts, articles, and strategic guidance.
"Being recognized alongside such talented peers is an honor, but above all, it is a signal that the market is ready for the difficult but necessary conversations about data infrastructure and the true role of AI," said Melissa Copeland. "At Blue Orbit, we will continue pushing boundaries to ensure our clients don't just buy technology, but build autonomous, profitable service ecosystems."
About Blue Orbit Consulting
Blue Orbit Consulting is a premier operations and technology consulting firm for contact centers, specializing in Tech Implementation & Platform Transitions , Agentic AI strategies, and Workforce Management optimization. We help Fortune 500 and Mid-Market organizations transform their service operations into revenue generators.