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
Dave Zimmerman
QVC
Director of Global Customer Experience