PolyAI's

The CX 100

2025

  • 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 Customer 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