Customer Service Innovators 2022: 50 Leaders Transforming  Contact Centers

Customer Service Innovators 2022: 50 Leaders Transforming Contact Centers

February 10, 2022 1 min read

Our annual list of bold leaders and innovators taking charge and reinventing how contact centers operate in a changing world. Download the PDF here.

The past two years have pushed both customers and contact centers to their limits. Plans have changed, services have been disrupted, supply chains have lagged, and frustration has never been higher. 

It’s no surprise why running a contact center has never been more difficult than it is today. Workforce management challenges have become the new norm, from hiring, training, and retaining call center agents, along with staffing against unpredictable call volumes. But the CX industry is no stranger to obstacles, and despite the introduction of new challenges there’s no shortage of leaders who have risen to the occasion.

Here is our first annual (unranked) list of 50 customer service innovators and leaders that have managed to turn their obstacles into opportunities, reinventing what it means to be a great leader and delivering exceptional customer experiences despite today’s climate. From managing their teams through crisis, to pivoting tactics in record speed, to innovating with emerging technologies, these are the leaders transforming contact centers to look out for in 2022.

Jill Accardo
  • Company: Office Depot
  • Title: Vice President Customer Service and Order Management
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Sam Azar
  • Company: Charter Communications
  • Title: Vice President - Strategic Program Management - Call Center Technology
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Mike Bowman
  • Company: ECSI
  • Title: Director, Servicing Operations
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Kim Brebner
  • Company: UPS
  • Title: Vice President of GBS Strategy and Transformation
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Sherry Comes
  • Company: Deloitte Consulting
  • Title: Managing Director | Applied AI Group | Conversational AI & Contact Center AI Leader
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Michael Coster
  • Company: Xenial
  • Title: Supervisor, CRM & Data Analytics
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hannah day paramount hospitality
Hannah Day
  • Company: Paramount Hospitality
  • Title: Director of Revenue Management & CRO Operations
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David Douglas
  • Company: AAA Northern California, Nevada & Utah
  • Title: VP, Member Experience
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James Gallagher
  • Company: Nordstrom
  • Title: Vice President, Customer Care & Fraud
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Shelly Griessel
  • Company:
  • Title: Vice President, Customer Care
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Bill Hackett
  • Company: The General
  • Title: Vice President of Contact Centers Strategy & Operations
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Jennifer Hanson
  • Company: Target
  • Title: Senior Director, Guest Services & GiftCard
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Linsay Hohmann
  • Company: CSAA
  • Title: Senior Vice President, Service
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Will Holloway
  • Company: Western Union
  • Title: Group Leader, Self Service and Omni-Channel Strategy
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Bill Hutchinson
  • Company: Chewy
  • Title: Chief Customer Care Officer
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Michael Ilfeld
  • Company: Wells Fargo
  • Title: SVP, Contact Center Strategy & Implementation Executive
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Nancy Jamison
  • Company: Frost & Sullivan
  • Title: Industry Director, Digital Transformation Practice
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Kalpesh Joshi
  • Company: A3Ventures
  • Title: Vice President, Innovation Lab
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Dilhara Kal
  • Company: Princess Cruises
  • Title: VP of Global Contact Center Sales & Operations
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Mark Killick
  • Company: Instacart
  • Title: Vice President, Care
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Suneel Kodeboyina
  • Company: Citi
  • Title: Head NAM Conversional AI and Contact Center Technology, Consumer Banking
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Val Kugathasan
  • Company: ADP
  • Title: Director, Innovation, BPI & Analytics
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Sohail Lalani
  • Company: Bank of America
  • Title: Senior Vice President - Contact Center Technologies
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Donna Loffert
  • Company: Frontier Communications
  • Title: Vice President of Call Center Operations & Customer Experience
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Matt Magnuson
  • Company: Extended Stay America
  • Title: VP, Call Centers
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Klarissa Marenitch
  • Company: Hippo Insurance
  • Title: Chief Information Officer
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Marcos Martins de Souza
  • Company: Ally
  • Title: Executive Director - Head of AI and Advanced Analytics
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Brien Mikell
  • Company: Love's
  • Title: Director of Customer Engagement and Contact Center Operations
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Ben Morgan
  • Company: Hawaiian Telcom
  • Title: VP, Customer Operations
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Donna Neale
  • Company: Lowe's
  • Title: Vice President Contact Center Operations
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Stacie Parrish
  • Company: Equifax
  • Title: Vice President of Global Consumer Care
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Becky Ploeger
  • Company: Hilton
  • Title: Global Head of Hilton Reservations and Customer Care
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Lori Pon
  • Company: The Auto Club Group
  • Title: Director, Claim Contact Center and Claim Handling Unit
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Donald Rice
  • Company: Wells Fargo
  • Title: Leader of Call Center Call Management
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Lisa Rivier
  • Company: AAA Northern California, Nevada & Utah
  • Title: Senior Director, Operations & Strategy
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Vincent Ruggiero
  • Company: Kohl's
  • Title: BPO Director
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Mario Saraceno
  • Company: Travelers
  • Title: Vice President - Collaboration and Workspace Engineering / Contact Center Technology
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Jalal Shawwa
  • Company: Ascension
  • Title: Vice President of Contact Center Operations, Patient Access and Navigation
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Tim Stacey
  • Company: LendingTree
  • Title: Vice President, Contact Center Operations
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Herry Stallings
  • Company: Best Buy Health
  • Title: VP, Care Center Technology
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Alvin Stokes
  • Company: SmileDirectClub
  • Title: Chief Customer Contact Officer
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Brian Stout
  • Company: MetLife
  • Title: Senior Vice President, Head of Global Customer Care
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Dale Sturgill
  • Company: Memorial Hermann Health System
  • Title: Vice-President of Contact Center Strategy
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Craig Sultan
  • Company: The Home Depot
  • Title: Director, Product Management, Contact Center Capabilities
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Brian Syamken
  • Company: USAA
  • Title: VP - CTO Contact Center Technologies
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Tim Tarantello
  • Company: Orkin
  • Title: Managing Director, Orkin Customer Contact Centers
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Jayant Thomas
  • Company: Change Healthcare
  • Title: Senior Director AI/Machine Learning Engineering
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Jeffrey Walker
  • Company: American Express
  • Title: Vice President, Global Contact Center Technology
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Ron Wetzel
  • Company: Sedgwick
  • Title: Senior Vice President, National Contact Center Operations
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Ramie Word
  • Company: Mr. Cooper
  • Title: SVP Customer Care & Client Delivery
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Monterio Woodson
  • Company: Cox Enterprises
  • Title: Assistant Vice President, Intelligent Automation (IA) Shared Services
LinkedIn Profile

View the press release here.

Congratulations to all of the exceptional leaders on this list. The next generation of customer service is being pioneered by bold leaders like these and we can’t wait to see what great innovations, strategies and tactics unfold in the coming year. 

It’s also noteworthy to extend an honorable mention to the frontline customer service agents and representatives that have kept this industry afloat by getting the hard work done day in and day out. All customer-facing professionals deserve a virtual round of applause. 

When it comes to continuous innovation, the venture is never over. There’s always a new technique or technology to identify, experiment, and implement as the modern customer continues to change. Check out our resources and blog pages for all things contact center optimization, and connect with us on LinkedIn or Twitter to stay up to date with Replicant. Until next year’s Customer Service Innovators 2023 list.

The Replicant Team