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2024

25 women in CX to watch

PolyAI is thrilled to celebrate International Women’s Day by honoring the remarkable achievements of our inaugural 25 women in CX to watch.

This list showcases extraordinary women at the forefront of innovation in customer experience. These leaders are pioneering new strategies and technologies and courageously taking calculated risks to enhance how their organizations engage with customers.

The 25 women in CX to watch hail from various backgrounds and industries, and are all united by their common goal of elevating customer experience. Their work is instrumental in shaping the future of customer interactions, leveraging cutting-edge conversational AI technologies, and implementing forward-thinking customer service solutions.

As we celebrate their accomplishments, we are reminded of the significant impact that visionary leaders can have in driving progress and fostering innovation.

Natalie Beckerman

IHG

Global Head of Customer Support Operations

Jessica Bengtzen

Saks

AVP, Contact Center Operations

Jaki Breland

SelectQuote

Director, AI & Innovation

Gayatri Mantena

CVS Health

Lead Director – Contact Center and Telephony Automation

Talia Castellanos

American Airlines

Managing Director, Customer Service Recovery and Contact Centers Planning and Operations

Danielle DeCosta

Upstack

VP of Supplier Management and Enablement

Terri DeMent

Nestlé Purina PetCare

Director, Consumer Services

Mary Ann Dennis

Caesars

Senior Vice President Teleservices

Meghan Dewey

Duke Energy

Vice President, Customer Products & Services

Linda Gattis

Carrier Solutions Group powered by Bridgepoint

Managing Partner

Wini Hebalkar

Allstate

Chief Services Officer, Allstate Protection Plans

Shannon Hite

Mutual of Omaha

Chief Customer Service Officer

Jo Lai

Hopper

Business Unit Leader, Customer Experience

Chrystal LeWark

Athena Solutions

Managing Partner

Laurie Giammona

DIRECTV

Executive Vice President & Chief Customer Officer

Georgina Graham Schatz

National Grid

Technical Program Director, Customer Contact Center

Veronica Moturi

Brinks Home

Senior Vice President of Customer Experience

Becky Ploeger

Hilton

Global Head of Hilton Reservations and Customer Care

Kristin Punter

PG&E

Sr. Director, Customer Service Outreach (CSO) & Strategic Workforce Management (WFM)

Jackie Strohbehn

Nelnet

President, Nelnet Campus Commerce

Lauren Sullivan

Howard Brown Health

CIO

Sara Taheri

Northwestern Mutual

Principal Product Manager, Strategic AI Enablement

Mellissa Willems

United Rentals

Director, Customer Care & Outbound Sales

Keisha Willis

AARP

Head of Customer Care Quality Intelligence

Anastasia Zdoroviak

Rappi

VP, Customer Experience

In conversation with
Kristin Punter, PG&E.

In our latest episode of our Deep Learning podcast, Kylie Whitehead interviews Kristin Punter, Senior Director of Customer Service Outreach and Strategic Workforce Management at Pacific Gas and Electric Company, who shares her journey from starting as a customer service representative to her current role.

Listen now

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