PolyAI CX 100 2024

We’re recognizing CX and contact center leaders who are:

Customer‑led:
Putting customers in the driver’s seat and delivering unbeatable experiences all the time, every time.

Empowering:
Committed to empowering their representatives, customers, and colleagues.

Transformative:
Bold and creative, driving transformation across the whole business.

The CX 100 is PolyAI’s annual list of the most transformative, empowering and customer-focused CX leaders in the world. This year’s winners are focusing on putting their customers in the driver’s seat, making sure that every customer’s voice is heard.

We are thrilled to celebrate these 100 trailblazers revolutionizing the way their businesses interact with customers. Each individual has been selected for their exceptional contributions to customer service. These leaders are setting new benchmarks in customer experience, empowering organizations and individuals, and driving transformation across the whole business.

  • Vengan Anandan

    Capital One, Director, Product - Conversational Servicing

  • Jon Arnold

    Caesars, Director of Property Support - Western Regional Teleservices

  • Bachir Aoun

    Walmart, Senior Director of Engineering & GenAI

  • Jennifer Baker

    The Cincinnati Insurance Companies, Policyholder Experience Leader

  • Max Ball

    Forrester, Principal Industry Analyst

  • Lisa Barnes

    Gap, Head of Customer Care and Returns

  • William Beine

    Golden Entertainment, Senior Vice President of Revenue Management and Distributions

  • Jennifer Bradshaw

    MetLife, Assistant Vice President Contact Center Technology

  • Jaki Breland

    SelectQuote, Director, AI & Innovation

  • Paul Brook

    PowerSchool, Chief Customer Officer

  • Derek Brown

    UPS, Head of UPS Shared Services

  • Diana Brown

    XPO Logistics, Senior Vice President, Sales Operations and Customer Experience

  • Serdar Canbek

    The ODP Corp, Sr. Manager Operations Reporting & Analytics

  • Kelly Carney

    National Grid, Vice President , Head of Customer Operations & Digital Experience

  • James Christmas

    Dell, Vice President - Customer Success, Global Services Support and Deployment

  • Lydia Clayton

    Cox Automotive, AVP, Contact Center Operations and Center of Excellence

  • Deborah Colangelo

    Universal Orlando, Senior Director, Guest Contact Center

  • Antonio Colicchio

    Abercrombie & Fitch, Vice President, Customer Care & Automation

  • Kenneth Corbin

    IRS, Chief Taxpayer Experience Officer

  • Greg Covello

    Viking Pest Control

  • Desi Curtis

    Boyd Gaming, Director of IT, Technology Initiatives

  • Shantanu Das

    Wayfair, GM & Head, Global Frontline Customer Experience

  • Wilfred Dee

    Johnson & Johnson, IT Manager Technical Product Management - Global Contact Center (CCaaS) and CX Technology

  • Chris Del

    Thrivos, President, Online

  • Terri DeMent

    Nestlé Purina PetCare, Director, Consumer Services

  • Mary Ann Dennis

    Caesars, Senior Vice President Teleservices

  • Mike Dolloff

    InflowCX, CRO

  • John Doughty

    Likewize, President - Global Product & Services

  • Wes Dudley

    Broad River Retail, VP, Customer Experience

  • Lisa Dulay

    Neighborly, VP of Operations, Neighborly Service Solutions

  • Garine Ferejian-Mayo

    Sonesta, Chief Commercial Officer

  • Patrick Flynn

    Peppermill, Executive Director of Hotel and Sales

  • Mauricio Gerardo Medina Gutierrez

    Grupo Salinas / Grupo Elektra, Director de Atención a Clientes y Socios

  • Frank Gioia

    First Financial Bank Texas, Senior Vice President Contact Centers

  • Sikita Grayson

    Mercy, Vice President Integrated Contact Center Operations and Workforce Optimization

  • Michelle Hahn

    3M, Director of National Contact Center & Order to Cash Support Operations

  • Mike Hansen

    Carter's, Director Call Center Operations

  • Chuck Harris

    Mohegan Sun, Director Of Information Technology

  • Jermaine Henson

    The Hartford, CIO, Claims, Enterprise Contact Center & Digital Enablement

  • Martha Hicks

    T-Mobile, Vice President, Consumer Experience & Care AI Strategy

  • Robert Hinojosa

    Ashley Furniture, Chief AI Officer

  • Retha Hunsicker

    Duke Energy, Vice President, Customer Connect Solutions

  • Dywanda Idlebird

    Louis Vuitton, Vice President Client Service Center

  • David Johnson

    PSEG, Chief Customer Officer

  • Brett Knight

    Lowe's, Director of Product Management

  • Cassie Lachance

    Fidelity, Vice President, Contact Center Operations

  • Kiran Ladkat

    Frontier Communications, Vice President - Digital Technology and Tools

  • Jo Lai

    Hopper, Business Unit Leader, Customer Experience

  • Ted Lee

    OnPoint Warranty Solutions, COO

  • Dave LeRiche

    BMO Financial Group, Head of NA Contact Center Operations

  • Robert Levine

    ComOps, CEO

  • Juan Longoria

    Zillow, Director, Client Services

  • Regina Lowery

    Principal Financial, AVP of Technology

  • Bala Maddali

    Verizon, Head of Conv AI + Gen AI CX Product Mgmt ( ChatBot | Voice | Messaging | Search)

  • Colleen Mandell

    Starbucks, Sr. Director, Technology Products & Services - Contact Center & Service Management

  • Eddy Mann

    Hyundai Capital, Manager, Collections Strategy

  • Paul Masterson

    Ticketmaster, Vice President - Contact Center Technology

  • Richard Matteson

    The Zenith, Vice President

  • Kristine McBride

    Brittain Resorts & Hotels, Director of Reservations

  • Julia McElwee

    Vyve Broadband, Vice President, Contact Center Operations at

  • Penni McLean-Conner

    Eversource Energy, Executive VP, Customer Experience and Energy Strategy

  • Greg Meyers

    Aspen Dental, VP Contact Center Operations

  • Heidi Mitchell

    MSC Cruises, Vice President, Contact Center

  • Deann Moore

    Asurion, Vice President, Change Leadership

  • Ryan Moore

    DailyPay, VP, Customer Operations

  • Sam Nader

    Target, Head of Retail Service Centers, Sr. Director, Guest Relations, Target.com & Gift Card Service

  • Vibhuti Nanda

    Charles Schwab, Managing Director (Vice President) - Strategy & Transformation

  • Christy Oakland

    Holland America Group, Vice President, Global Contact Center Operations

  • Angie Pizzuti

    DTE Energy, Vice President & Chief Customer Officer

  • Gil Pongetti

    UPS, Global Technology and Process Senior Manager

  • Kristin Punter

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

  • Roger Putnam

    New York Life, Senior Vice President & Head of Experience

  • Sangeetha Rai

    Northwestern Mutual, VP, Customer Success

  • Brian Rich

    CMS Energy, Sr. Vice President of Customer Experience & Technology, Chief Customer Officer

  • Ian Roberts

    Quicken Inc., Director, Care Operations & Technology

  • James Robertson

    Pacific Dental, Manager IT Enterprise Operations UCC

  • Mohit Saigal

    Marriott, Vice President CEC Product

  • Ben Salter

    SafeRide Health, Co-Founder / Chief Product Officer

  • Mario Saraceno

    Travelers, Vice President - Technology & Operations / Contact Center Technology

  • Dan Savino

    SelectQuote, Senior Vice President of Artificial Intelligence and Innovation

  • Tyler Saxey

    Foot Locker, Sr. Director OMNI Global VOC and Care Solutions

  • Sabina Sidler

    Acceptance Insurance, VP of Customer Experience

  • Katie Sloan

    Southern California Edison, Vice President, Customer Programs & Services

  • John Soto

    Southwest Airlines, Call Center Technology Manager

  • Wanda Stephens

    Solis Mammography, Vice President Patient Engagement & Contact Center

  • Ray Struski

    WOW! Internet, Cable & Phone, Senior Vice President Customer Experience and Contact Center Operations

  • Lauren Sullivan

    Howard Brown Health, CIO

  • Craig Sultan

    Home Depot, Director, Product Management, Contact Center Capabilities

  • Richard Tarity

    truCX, Co-Founder & Practical Strategist

  • Valincia Taylor

    Best Buy, Senior Director, Best Buy Customer Care

  • Ana Torres

    American Airlines, Director, Technology & Transformation

  • Gary Vickery

    Plaza Casino, Director Of Hotel Operations

  • Jennifer Walker

    SoCalGas, Vice President Customer Services

  • Mary Wardley

    IDC, VP, CRM Applications

  • Anita Walls

    WM (Waste Management), Senior Director, Customer Experience

  • Joey Wattoo

    MGM, Senior Vice President - Commercial

  • John Weiss

    Costco, IT Senior Project Manager - Membership

  • Tobin Williams

    Consumers Energy, Executive Director, Customer Experience

  • Chris Zenner

    PG&E, Vice President, Customer Channels and Services

  • Dave Zimmerman

    QVC, Director of Global Customer Experience

Start the conversation.

See why companies trust PolyAI to handle their most important conversations.

Request a demo