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

Natalie Beckerman

IHG

Global Head of Customer Support Operations

William Beine

Golden Entertainment

Senior Vice President of Revenue Management and Distribution

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

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