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.
- Company: Office Depot
- Title: Vice President Customer Service and Order Management
- Company: Charter Communications
- Title: Vice President - Strategic Program Management - Call Center Technology
- Company: Deloitte Consulting
- Title: Managing Director | Applied AI Group | Conversational AI & Contact Center AI Leader
- Company: Paramount Hospitality
- Title: Director of Revenue Management & CRO Operations
- Company: AAA Northern California, Nevada & Utah
- Title: VP, Member Experience
- Company: The General
- Title: Vice President of Contact Centers Strategy & Operations
- Company: Target
- Title: Senior Director, Target.com Guest Services & GiftCard
- Company: Western Union
- Title: Group Leader, Self Service and Omni-Channel Strategy
- Company: Wells Fargo
- Title: SVP, Contact Center Strategy & Implementation Executive
- Company: Frost & Sullivan
- Title: Industry Director, Digital Transformation Practice
- Company: Princess Cruises
- Title: VP of Global Contact Center Sales & Operations
- Company: Citi
- Title: Head NAM Conversional AI and Contact Center Technology, Consumer Banking
- Company: Bank of America
- Title: Senior Vice President - Contact Center Technologies
- Company: Frontier Communications
- Title: Vice President of Call Center Operations & Customer Experience
- Company: Ally
- Title: Executive Director - Head of AI and Advanced Analytics
- Company: Love's
- Title: Director of Customer Engagement and Contact Center Operations
- Company: Hilton
- Title: Global Head of Hilton Reservations and Customer Care
- Company: The Auto Club Group
- Title: Director, Claim Contact Center and Claim Handling Unit
- Company: AAA Northern California, Nevada & Utah
- Title: Senior Director, Operations & Strategy
- Company: Travelers
- Title: Vice President - Collaboration and Workspace Engineering / Contact Center Technology
- Company: Ascension
- Title: Vice President of Contact Center Operations, Patient Access and Navigation
- Company: MetLife
- Title: Senior Vice President, Head of Global Customer Care
- Company: Memorial Hermann Health System
- Title: Vice-President of Contact Center Strategy
- Company: The Home Depot
- Title: Director, Product Management, Contact Center Capabilities
- Company: Orkin
- Title: Managing Director, Orkin Customer Contact Centers
- Company: Change Healthcare
- Title: Senior Director AI/Machine Learning Engineering
- Company: American Express
- Title: Vice President, Global Contact Center Technology
- Company: Sedgwick
- Title: Senior Vice President, National Contact Center Operations
- Company: Cox Enterprises
- Title: Assistant Vice President, Intelligent Automation (IA) Shared Services
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
