CX 100 2023 US
100 Leaders transforming customer experience
2023 has already seen both tremendous innovation coupled with challenging circumstances.
We’ve seen immense technological advances in AI find their way into the enterprise. We’ve also seen more economic uncertainty and hiring and resource challenges, both compounded by the ever-rising customer expectations for experience.
In all times of transition, there are leaders that rise up high enough above the “now” to see opportunity. PolyAI is recognizing those leaders and the unique ways in which they approached this liminal time. What’s particularly impressive to us is that the leaders driving change in customer experience are often the most under-appreciated.
These individuals lead teams that interface between brand and customer, hold the voice (often literally, through the call center) of the brand, and lead the way for customer value and loyalty.
Our first annual "100 Leaders transforming CX" list lists those that are:
Visionary
In how they see the future of customer experience.
Empowering
Because they understand the impact of their decisions on their wider organizations and teams.
Clever
In their application of cutting-edge technology and process to improve the experience for their customer.
100 transforming CX in 2023
We’ve assembled a superstar list from several industries and angles of supporting their customers and each person earned their spot by being bold and innovative in a time that requires both.
Sally Aguilar-Robertson
H-E-B
Director Contact Center
Steven Alexander
Stanford Health Care
Executive Director, Enterprise Contact Center Operations
Tony Alwora
Hyatt
Vice President GCC Strategy, Technology and Innovation
Paul Anderson
Globe Life
Divisional Vice President Customer Care
Stephen Arnold
Hilton
Vice President, Hilton Reservations & Customer Care
Scott Berger
Vanguard
Head of Contact Center Technology – Personal Investor
Michelle Buckley
Southwest Airlines
Managing Director, Customer Engagement
Mary Ann Burns
Boyd
VP of Hotel Operations
Mitchell Carroll
Lowe’s
Senior Director, Call Center Workforce Management
Talia Castellanos
American Airlines
Managing Director, Customer Service Recovery and Contact Centers Planning and Operations
Sudarshan Chandan
JPMorgan Chase
Chief Architect – Contact Center Technology
Doug Charles
Mr. Cooper
SVP Customer Solutions
RJ Cilley
SAKS
COO
Jason Coats
Choice Hotels
Senior Director, Customer Care Strategy
Hal Coley
Truist
Senior Vice President, Group Head – Contact Center Technology
Susanne Colle
Mohegan Sun
Director of Loyalty Marketing
Chris Cory
Universal Parks & Resorts
Director, Guest Services
Richard Cox
Delta Air Lines
SVP Reservation Sales and Customer Care
Adam Davids
Consumer Cellular
Vice President of Contact Center Operations
Dean Del Vecchio
Guardian Life
Chief Information and Operations Officer
Joe DeLuca
Wyndham Hotels & Resorts
Sr Director Voice Contact Center & Collaboration
Mary Ann Dennis
Caesar’s Entertainment
Senior Vice President Teleservices
Valerie Egen
WM
VP Customer Experience
Jerry Ellis
Western Dental & Orthodontics
Vice President of Call Center Operations
Kacey Felila Tolua
Marriott
Senior Director, CEC Technology – Channels and Self-Service, Product Services
John Foulk
Royal Caribbean
Vice President Global Contact Centers
Nancy Fratzke
USCellular
Vice President Customer Support
Dennis Gammon
American Family Insurance
Director, Business Automation & Transformation
Neil Gibson
FedEx
Senior Vice President, Customer Experience
Chris Goostree
TMX Finance Family of Companies
Director of Contact Center Operations
Jeff Grant
Southwest Airlines
Senior Product Owner
Shelly Griessel
JetBlue
Managing Director Customer Support
Michael Hansen
Carter’s
Director, Call Center Operations
Chuck Harris
Mohegan Sun
Director Of Information Technology
Daniel Headrick
Moxie Pest Control
COO
John Henson
Conn’s HomePlus
Vice President Customer Service
Greg Hewitt
DHL Express
CEO, US
Will Holloway
Western Union
Group Leader, Self Service & Omni-Channel Strategy
Megan Ingraham
Navy Federal Credit Union
Senior Vice President, Contact Center Operations Strategy & Technology
Brian Jeppesen
Landry’s
Director, Contact Center Operations
Jen Johnson
Frontier Communications
SVP Call Center Transformation
Evan Johnson
U-Haul
Vice President, Contact Center
Michael Jones
Home Depot
Senior Director – Customer Care
Darrius Jones
USAA
Senior Vice President Digital Design & Innovation
Randy Kahlich
New York Life
Head of Workforce Management
Pavan Kapur
Caesars Entertainment
Chief Commercial Officer
Nadir Kiem
Seminole Hard Rock
Vice President Customer Care & Revenue Optimization
Sarah Kier
Emory Healthcare
Vice President, Enterprise Access, Emory Healthcare
Mark Killick
Shipt
Senior Vice President, Experiential Operations
Doug Klees
Moneygram
Head of Global Customer Care
Dean Kontul
KeyBank
EVP – Chief Information Officer Voice & Chat Automation/Contact Center Delivery
Jason Krammer
Fifth Third Bank
Senior Vice President and Director of Intelligent Automation
Kevin Lau
T-Mobile
Vice President, Digital, AI, and Self-Service Solutions
Willie Law
TTEC
Executive Director, Experience Design & Digital Consulting
Laurence Levin
Sleep Number
Vice President Customer Experience
Rob Lux
Cenlar FSB
EVP and Chief Operating Officer
Gail Mahan
Alaska Air Lines
Director, Call Center Planning & Technology
Gina Maiden
FedEx
Managing Director
Jason Mariasis
Credit One
VP, Digital Products & CX
Jennifer Mazur
Eli Lilly & Company
AVP, Head of Lilly Patient Services
John McCahan
FTD
Vice President Customer Care
Brian McGuinness
IHG Hotels & Resorts
SVP – Global Guest Experience, Shared Services
Carsten Miller
Fidelity
Vice President, Contact Center Solutions
Brian Murray
Baylor Scott & White
Vice President, Enterprise Contact Center
Ricardo Parodi
Marriott
Vice President, Customer Engagement Centers, Planning, Service Design & Deployment
Mike Parra
DHL Express
CEO, Americas
Jessica Paske-Driscoll
SafetyCall
Director, Operations
Douglas Pennington
Regions Bank
Executive Vice President, Head of Contact Center
Becky Ploeger
Hilton
Global Head of Reservations and Customer Care
Chris Purpura
Neiman Marcus
VP of Customer Service
Bo Ramsey
Frontier Airlines
Director of Customer Care
Paul Reh
Enterprise Holdings
VP Customer Experience, Global Operations
Brian Renfro
Westlake Financial
SVP Servicing
Mohit Saigal
Foot Locker
Global Director of Digital & Connectivity
Ben Salter
SafeRide
Co-Founder/Chief Product Officer
Jalal Shawwa
Ascension
Vice President, Consumer and Patient Experience, Ascension Contact Center Operations
Dennis Shirokov
FedEx
Vice President, Customer Experience Global Systems, Digital and Insights
Doug Shulman
OneMain Financial
Chairman and Chief Executive Officer
Valiere Simpson
Charles Schwab
Managing Director, Client Service and Support
Chris Smith
Ally
Sr. Director – Head of Customer Care & Communication Technology
Vincent Smith, Jr.
Home Depot
Director, Customer Care Operations
Steve Sorenson
Allstate
Executive Vice President Corporate Business Transformation
Bryan Stoller
United Airlines
Vice President, Global Head of Customer Care & Contact Centers
Dale Sturgill
Memorial Hermann Health System
Vice-President of Contact Center Strategy
Brian Syamken
USAA
VP – Contact Center Technologies
Sara Taheri
Prudential Financial
Vice President- Chief Product Owner, Contact Center & Robotics
Dorothy Thacher
UPS
GBS Customer Care Senior Director
Yeen Tham
Morgan Stanley
Executive Director, Head of Contact Center Technology
Erinn Thurston
Wyndham Hotels & Resorts
Global Director, Vendor Contact Center Partnerships
Stephenie Tiedens
Principal Financial
Head of Engagement Center Shared Services
Sandy Torrey
Costco
Sr. Vice President, Membership, Marketing, Services, Credit Card, Member Service Centers, Packaging Creative and Publishing
Dirk Van Peteghem
UPS
Vice President, Global Customer Experience
Sudhakar Veleru
MGM
Chief Technology Officer
Christopher Wantlin
Ashley Furniture
Executive Vice President Retail – Chief Digital Officer
Anthony Weinberg
Bright Health
AVP of Contact Center
Jessica White
Hyatt
SVP Global Property & Guest Services
Henry Work
The Walt Disney Company
Vice President, Technology & Digital
Donald Young
ADT
EVP and Chief Operating Officer
Marlene Zandell
Viasat
Sr. Manager Customer Operations & Technology
Chris Zenner
PG&E
Vice President, Residential Services and Digital Channels
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