Customer Service Innovators 2022: 50 Leaders Transforming  Contact Centers
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Customer Service Innovators 2022: 50 Leaders Transforming Contact Centers

Replicant
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.

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