PolyAI

The CX 100

2026

  • 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.

Our 2026 winners

  • Eddie Acosta

    Senior Vice President, Sales, Intelisys

  • Anthony Ainsworth

    COO, E.ON

  • Daniel Bay

    VP of Engineering, Guest Engagement & Digital Platforms, lululemon

  • Katie Beaudry

    Senior Vice President, Global Head of Client Care, Visa

  • James Blackwood

    Head of Contact Centres, Eurostar

  • Patti Breyfogle

    VP, Global Consumer Services, Mattel

  • Andrea Brugger

    Vice President, Salesforce Effectiveness, United Rentals

  • Cat Cleary

    Head of Virtual Experiences, Barclays

  • Claudiu Coltea

    Enterprise Head of CX, Travelers

  • Stephanie Courakos

    Dr Customer Service & IT Ops, Pet Supermarket

  • Aimee Davis

    VP, Head of Marketing, Communications and Customer Operations, Alliant Energy

  • Micheal DiPaolo

    VP of CX Solutions, Verinext (now Artiq)

  • Mike Dolloff

    EVP of Sales, AmpliX

  • Kim Estrada

    AVP Customer Operations, Chesapeake Utilities

  • Danielle Evans

    Director, Customer Experience Operations, APS

  • Nancy Flowers

    VP, Customer Experience, Voya Financial

  • Oliver Fordham

    Head of Conversational Banking, Nationwide Building Society / Virgin Money

  • Peter Formisano

    COO, Valeris

  • Jeff Gagnon

    VP Service Operations, Amica Insurance

  • James Glavey

    COO Tesco Business Solutions, Tesco

  • Arlene Griffin

    Director of Customer Services UKI, Flutter

  • Samvel Grigoryan

    Senior Director, Global Customer Capabilities, Amgen

  • Jon Halvorsen

    VP, Customer & Compliance, 1-800 - Contacts

  • Shawn Hawley

    VP, Support Operations, Asurion

  • Brian Higgins

    Chief Customer Experience Officer, Verizon

  • Ebrahim Hyder

    VP, Customer Service, Michael Kors

  • Ganesh Jayaram

    Chief Digital & Information Officer, American Airlines

  • Brandon Jenkins

    CEO/Founder, CBA Solutions

  • Harj Johal

    MD, Customer Operations, The AA

  • David Johnson

    SVP, Chief Customer Experience Officer, PSEG

  • Edgar Jones

    Global Director, Performance Management for Global Business Services, BD

  • Zach Jones

    VP, Practice Lead - Contact Center/CX/AI/Consulting, Simplify

  • Lukana Justin

    CMO, Now Optics

  • Tom Karinshak

    EVP, Chief Customer Experience Officer, Comcast

  • David Knight

    Vice President / General Manager, Labcorp

  • Sheevali Knox

    Head of Contact Centre Operations, Next

  • John Kochavatr

    CIO & VP Digital Solutions, Portland General Electric

  • Gene Kropfelder

    Executive Director, Customer Care & Experience, Ally

  • Mike Leonardi

    Managing Director of CX/AI Practice, UPSTACK

  • Bill Lewis

    Senior Director - Communications Technology, AdaptHealth

  • Christine Lin

    Director, CX Strategy & Transformation, American Honda

  • Mike Lorenz

    VP Resupply Software, Brightree

  • Jess Lucas

    Head of Operations Delivery, Citi

  • Mark Lukens

    GM - Customer Digital Solutions, Duke Energy

  • Jennifer MacKay

    Vice President, Global Wealth & Asset Management Contact Centres and Customer Success, Manulife

  • Elka Macknicki

    Sr. Product Owner, Automobile Club of Southern California

  • Jamey Maki

    Vice President of eCommerce & Omnichannel, Customer Satisfaction, AutoZone

  • Richard Mann

    COO, Decisely

  • Todd Manning

    VP Customer Service and Platform Engineering, Premera Blue Cross

  • Steven Martinez

    VP IT, Juniper Landscaping

  • Chris Matlock

    Director of Customer Experience, O'Reilly Auto Parts

  • David McAbee

    VP, Collobration & CX, Bridgepointe

  • Devlin McConnell

    Sr. Manager Emerging Technology/ Generative AI, Vanguard

  • Shane McNamara

    EVP of Engineering & Operations, Avant

  • Cristy Mestre Quintero

    AVP Contact Center Ops, Royal Caribbean Cruises

  • Sean Middleton

    CTO, RazorMetrics

  • Brien Mikell

    Sr Director of Customer Engagement, Love’s

  • Bill Miller

    VP of Operations, Hyundai Capital America

  • Esther Mitrani

    Operations Center Director, Brightline Trains

  • Laura Moore

    SVP Technology Engineering, Global Credit Union

  • Sam Nelson

    VP of CX and AI, Telarus

  • Andrew Parker

    Founder / CEO, Papa

  • Valetta Parker

    AVP, Unified Experience Services, Navy Federal Credit Union

  • Harry Parkes

    VP Product & Experience, Ovo Energy

  • André Partridge

    Head of Customer Service, DPD

  • Craig Paterson

    VP - Digital Strategy & CX, Avangrid

  • Patrick Pent

    Customer Engagement Technology Solutions, Southern Company

  • Lori Pon

    AVP, Claims Innovation & Technology, Hanover Insurance

  • Justin Poser

    EVP Customer Contact, M&T Bank

  • Tulio Prado

    Head of Customer Service, Banco PAN

  • Sushant Prasad

    VP Product/Engineering, QuinStreet

  • Harriet Quick

    Director of CX Transformation, Thames Water

  • Mary Quinones

    SVP Global Customer Services, Accurate Background

  • Indie Rai

    Head of Customer Services, Travelodge

  • Thea Rasmussen

    Director of CX Strategy, BroadReach

  • Joe Rice

    CEO, CXponent

  • Vern Roberson

    SVP, Discount Tire

  • Kriston Romano

    VP, Customer Experience, Elexicon Energy

  • Ulku Rowe

    CIO, Lloyds Banking Group

  • Jason Rudman

    Chief Member & DIgital Experience Officer, BECU

  • Sri Sankar

    VP, Enterprise Customer Experience, Nationwide

  • Eileen Saunders

    Chief Customer Officer, PPL Corporation

  • Phoebe Schultz

    VP Customer Experience Operations, Zillow

  • Mike Shay

    SVP Global Member Services, TechStyle Fashion Group

  • Erik Snell

    EVP and Chief Customer Experience Officer, Delta Air Lines

  • Dave Sprouse

    Dr Contact Center Ops, Travel + Leisure

  • Brindha Sridhar

    VP, Customer Experience Strategy, MetroPlusHealth

  • Joe Steele

    VP of Business Enablement, Quick Quack

  • Sarina Swan

    Senior Director, Customer Contact Center, Vitalant

  • Brandon Thompson

    Director, Contact Center Operations, SRP

  • Ed Tollinton

    Chief Information Officer, Nandos

  • Nilesh Upadhye

    Vice President of Global Customer Delivery, Mastercard UK

  • Carissa Upshir

    VP Strategic Initiatives, Contact Center, Velera

  • Matt Vaccarezza

    Chief, Strategic Analyst, PG&E

  • Bala Venkataramanan

    SVP Customer Experience & Operations, BILL

  • John Whelan

    VP, Customer Experience, Squaretrade, Allstate

  • Mark Wiebe

    Group Dr Transportation Management, Ryder Systems

  • Sarah Wright

    Vice President of Global CS, ResMed

  • Jane Yuen

    Head of Enterprise Channels, CIBC