Ashley Verrill leads Software Advice's content team as the company's Content Strategist. She also writes for the Customer Service Investigator and is a contributor to GigaOm and Her work has been cited in many notable publications, including WiredThe New York Times, Inc., Forbes and TechCrunch.

Currently, Ashley’s research focuses on uncovering strategies that have led companies such as The Ritz-Carlton Hotel Co. and Zappos to become the most successful customer service organizations in the world. She has conducted primary research to understand and evaluate the customer experience with top consumer brands, such as Apple, Starbucks and Coca-Cola.

In addition to her research, Ashley has interviewed and collaborated with some of the top thought leaders in the customer service and technology world, including Shep Hyken, Ray Wang, Micah Solomon, Doc Searls and Denis Pombriant. She was invited to speak at the 2013 Hewlett-Packard Social Support Summit, where she discussed the results of a research project called the “The Great Social Customer Service Race.”