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.
Eddie Acosta
Intelisys
SVP Sales
Jody Allison
Xcel Energy
Vice President -Customer Transformation
Jon Arnold
Caesars
Vice President, Teleservices Support Operations
Stephen Avila
FirstEnergy
VP of Customer Care
Julie Baars Kaczynski
Sun Life
Director of Product Management, Contact Center Modernization
Tashia Bain
Aflac
Vice President, Infrastructure, Operations, & Cloud
David Baker
PDS Health
CTO
Jennifer Baker
The Cincinnati Insurance Companies
Policyholder Experience Leader
Utibe Bassey
Dominion Energy
Vice President, Customer Experience
Nitin Batia
Barclays
Director Of Technology – Contact Center
Amy Behbehani
Amplix
Senior CX Consultant
William (Will) Beinie
Golden Entertainment
Senior Vice President of Revenue Management and Distribution
Paul Bergmann
Anticimex USA
COO
David Bilas
Progressive Insurance
Director of CX Conversation Channels
Adam Biolchin
Lettuce Entertain You
Michael Borrelli
CVS Health
Lead Director, Contact Center Technology
Bibi Brown
1800 flowers
Vice President Customer Experience
Derek Brown
UPS
Head of UPS Shared Services
Diana Brown
XPO Logistics
Senior Vice President, Sales Operations and Customer Experience
Jennie Browning
PDS Health
Sr. Director, IT Business Services
Jendy Burchfield
Southern California Edison
Vice President Customer Operations
Bill Butler
DOCS Dermatology
CEO
Christen Castellano
Banner Health
Channels Vice President, Customer Experience
Ryan Colbert
Morgan & Morgan
Chief Information Officer
Sue Colle
Mohegan Sun
Director of Loyalty Marketing
Kara Conley
Bright Horizons
Vice President, Contact Center
Mary Daniel
Aflac
Vice President, Aflac Customer Solutions Center Operations
Mary Ann Dennis
Caesars
Senior Vice President Teleservices
Christina Diviney
Hertz
VP of Global Customer Care
Jerry Dortival
Seminole Hard Rock
Director Customer Care Operations | Strategic Initiatives | Support Services
Christine Ellison
Aetna
Vice President, Contact Center of Excellence
Patrick Flynn
Peppermill
Executive Director of Hotel, Sales, and Catering
Arecka Foote
Vanguard
Head Of Enterprise Contact Center And Voice Services
Michael Ford
Peppermill
Director of Call Center /Reservation
Simona Gandrabur
National Bank of Canada
Principal Director , Conversational Ai Lead , Cloud Contact Center
David Green
Liberty Mutual Insurance
Senior Director, Contact Center & Interaction Management
Peter Gregg
First Advantage
Sr. Director of Customer Care – Innovation
Damian Hall
SharkNinja
Sr. Director, Consumer Experience Operations
Sonja Heckert
Heartland Dental
Sr. Director, Patient Services
Craig Howarth
UnitedHealth Group
Senior Vice President, OmniChannel Platform
Lorenzo Infante
Viking Pest Control
Director of Customer Experience
Devaan Ingraham
Pursuit Collections
Senior Manager, Revenue Technology & Data Strategy
Jason Jacobs
Duke Energy
Director, Contact Center Technology
Brandon Jenkins
CBA Solutions
CEO/Founder
Brian Jeppesen
Landry’s/Golden Nugget
Director, Contact Center Operations
Zach Jones
Simplify
VP of CC/CX/AI
Dilhara Kaluarachchi
Public Storage
VP Customer Care
Eileen Kane
Morgan Stanley
Managing Director, Head of Contact Center Technology
Tom Karinshak
Comcast
EVP And Chief Customer Experience Officer, Comcast
David
Kinzelman
United Airlines
Chief Customer Officer
Tanisha Kishan
Rates.ca
VP of Product
Jesse Korella
Centene
Vice President, Customer Experience
Jo Lai
Hopper
VP, Head of Customer Experience
Meredith Lawrence
Navy Federal Credit Union
Senior VP, Strategy & Technology
Aaron Lockey
The ODP Corp
Vice President of Product & Technology
Mark Lukens
Duke Energy
General Manager- Business Technolgy Services Duke Energy Corporation
Bill MacBride
The Aspen Group
Vice President, Contact Center Operations
Stuart Manktelow
Tastytrade
COO
Chasen McClanahan
Republic Services
Director Customer Experience
Charlon McIntosh
Frontier Communications
Executive Vice President- Chief Customer Operations Officer
Ryan Mercer
Charles Schwab
Director – Contact Center Technology @ Schwab
Eric Moeser
Alaska Communications
VP, Operations
Charlie Moore
Community Health Systems
Shared Services Vice President, Contact Center Operations
Tally Moore
Crocs
Director, Enterprise and Global Customer Service
Ryan Moore
DailyPay
Vice President of Customer Support
Paul Moore
Western & Southern
Chief Customer Officer
Adam Multz
Diamond Recovery
CEO
Brian Murray
Baylor Scott & White Health
Vice President, Contact Center
David Nehra
Motor City
CIO
Brad Newcomer
Colony Brands
Exec Director Customer Care
Ryan Nowlin
Fitness Connection USA
CIO
Matt Perry
HCA Healthcare
Vice President, Contact Center Technology
Eric Phillips
BMO Bank of Montreal
Chief Information Officer, B2C Operations Technology and Strategic Initiatives
Kristin Punter
PG&E
Sr. Director, Customer Service Outreach (CSO) & Strategic Workforce Management (WFM
Wesley Purcell
GEICO
Senior Director, Contact Center Transformation
Julie Rath
American Airlines
Senior Vice President, Airport Operations
Anil Ravula
Humana
Head Vice President, Contact Center Technologies & Omni-Channel Experience
Robert Reznor
Wellstar Systems
Executive Director of Operations
Ian Roberts
Quicken Inc.
Director, Care Operations & Technology
Ben Salter
SafeRide Health
Co-founder & CPO
Tyler Saxey
Foot Locker
Sr. Director OMNI Global VOC and Care Solutions
Jalal Shawwa
Ascension
Vice President, Consumer and Patient Experience, Ascension Contact Center Operations
Maria Silva
Molina Healthcare
Contact Center Director of Change Management
Ravi Simhambhatla
Avis
Chief Digital & Innovation Officer
Jeremy Stroud
Heartland Dental
Vice President, Patient Services, Customer Service and IT Delivery
Lauren Sullivan
Howard Brown Health
CIO
Karen Swiatocha
Citizens Bank
SVP, Head of Contact Center & Retail Network Transformation
Nicolette Toshi
Canyon Ranch
Director of Clienteling
Austin Towns
Hello Sugar
CTO
Kent Vaughan
Meruelo Group
SVP of Hotel Operations
Toby Vaughan
Senior Product Manager – UC&C
Allison Velzke
Ally
Senior Director, Head of Cusotmer Care
Steve Woeltge
Moxie Pest Control
Michael Watson
Waste Management
Senior Vice President and Chief Customer Officer
Stephanie Wheeler
Boyd Gaming
Vice President of Revenue Management
John Whelan
Squaretrade
VP, Customer Experience
Raghu Yadavalli
Ally
Lead Director – Software Engineering – Contact Center Technology
Chris Zenner
PG&E
Vice President, Customer Channels and Services