At the start of 2022, many contact center leaders looked forward to a year focused less on pandemic-related challenges and more on their customers. Instead, the industry was met with one of their hardest years yet.
A post-Covid rebound in industries like travel, hospitality, and retail saw unpredictable customer demand skyrocket. Meanwhile, it was more difficult than ever to hire and retain customer service agents amid continued staffing, training, and retention challenges.
But despite these obstacles, many leaders saw opportunity. The 2023 Customer Service Innovators were selected for their commitment to their people and their customers. They found creative ways to drive value amid an uncertain economy, while using cutting edge technology to create better customer experiences while making their agents' lives easier.
The evaluation of nominees came down to three main criteria:
- Inspiration: Do they inspire, lead from the frontlines and lift up their teams regardless of circumstances?
- Boldness: Are they going against the grain in otherwise traditional industries and challenging the status quo?
- Early adopters: Do these leaders identify and test new technologies and techniques to better their contact center?
Our annual list of customer service innovators is an unranked showcase of leaders from a variety of industries including retail, insurance, financial services, consulting, travel and more. Each person on this list demonstrated exceptional leadership and innovation, and we can’t wait to see what they do next.
Top 50 CX Innovators of 2023:
[person name="Eli Acosta" company="Northwell Health" position="Director of Revenue Cycle Management Contact Center" url="https://www.linkedin.com/in/eli-acosta-a2bb5314/" image="https://www.replicant.com/wp-content/uploads/2023/01/Eli-Acosta.jpeg"]
[person name="Garima Agarwal" company="Williams Sonoma" position="VP Technology for Mobile, E-commerce, Stores & Innovation" url="https://www.linkedin.com/in/garimaagarwal/" image="https://www.replicant.com/wp-content/uploads/2023/01/Garima-Agarwal.jpeg"]
[person name="Paul Anderson" company="Globe Life" position="VP of Call Center Operations" url="https://www.linkedin.com/in/paul-anderson-8bb004108/" image="https://www.replicant.com/wp-content/uploads/2023/01/Paul-Anderson.jpeg"]
[person name="Anthony Bagio" company="Hawaiian Airlines" position="Senior Director, Customer Contacts" url="https://www.linkedin.com/in/anthony-bagio-0907a714/" image="https://www.replicant.com/wp-content/uploads/2023/01/Anthony-Bagio.jpeg"]
[person name="Karen Basting" company="BART" position="Director of Customer Services" url="https://www.linkedin.com/in/karen-basting-ab6365b/" image="https://www.replicant.com/wp-content/uploads/2023/01/Karen-Basting.jpeg"]
[person name="Mike Bowman" company="ECSI" position="Senior Director, Operations " url="https://www.linkedin.com/in/mikebbowman/" image="https://www.replicant.com/wp-content/uploads/2023/01/MikeBowman2023.png"]
[person name="Michelle Buckley" company="Southwest Airlines" position="Senior Director of Engagement, Customer Experience" url="https://www.linkedin.com/in/mbenham/" image="https://www.replicant.com/wp-content/uploads/2023/01/Michelle-Buckley.jpeg"]
[person name="Colleen Castleman" company="Tivity Health" position="VP of Call Center Operations" url="https://www.linkedin.com/in/colleen-castleman-02336653/" image="https://www.replicant.com/wp-content/uploads/2023/01/Colleen-Castleman.jpeg"]
[person name="Jason Coats" company="Choice Hotels" position="Senior Director, Customer Care Strategy" url="https://www.linkedin.com/in/coatsjason" image="https://www.replicant.com/wp-content/uploads/2023/01/Jason-Coats-1.png"]
[person name="Eileen Collins" company="Trimet" position="Director of Accessible Transportation Programs" url="https://www.linkedin.com/in/eileen-collins-66726615/" image="https://www.replicant.com/wp-content/uploads/2023/01/Eileen-Collins.jpeg"]
[person name="Sophie Conti" company="Customer Service Lab" position="Founder & CEO" url="https://www.linkedin.com/in/sophie-conti/" image="https://www.replicant.com/wp-content/uploads/2023/01/Sophie-Conti.jpeg"]
[person name="Jason DaCosta" company="Alarm.com" position="VP, Customer Operations" url="https://www.linkedin.com/in/dacostajason/" image="https://www.replicant.com/wp-content/uploads/2023/01/Jason-DaCosta.jpeg"]
[person name="Damon Davis" company="AllyAlign" position="Director of Member & Provider Services" url="https://www.linkedin.com/in/damon-davis-a704b11b3" image="https://www.replicant.com/wp-content/uploads/2023/01/Damon-Davis.jpeg"]
[person name="Hannah Day" company="Paramount Hospitality Group" position="Director of Revenue Management & CRO Operations" url="https://www.linkedin.com/in/hannah-day-137102171" image="https://www.replicant.com/wp-content/uploads/2023/01/Hannah-Day.jpeg"]
[person name="Heather DeSantiago" company="Life Storage" position="Director of Customer Care" url="https://www.linkedin.com/in/heather-desantiago-2b6294221/" image="https://www.replicant.com/wp-content/uploads/2023/01/Replicant-Avatar.png"]
[person name="Tom Dietrich" company="Benefytt" position="Vice President, Contact Center Technology" url="https://www.linkedin.com/in/tom-dietrich/" image="https://www.replicant.com/wp-content/uploads/2023/01/Tom-Dietrich.jpeg"]
[person name="Kacey Felila Tolua" company="Senior Director, Channels and Self Service - CEC Technology, Product Services" position="Marriott International" url="https://www.linkedin.com/in/kaceyfelilatolua/" image="https://www.replicant.com/wp-content/uploads/2023/01/Kacey-Felila-Tolua.jpeg"]
[person name="Mark Freeman" company="Rentokil Terminix" position="CCO" url="https://www.linkedin.com/in/mark-freeman-982202169/" image="https://www.replicant.com/wp-content/uploads/2023/01/Mark-Freeman.jpeg"]
[person name="Rana Ghosh" company="Spirit Airlines" position="Vice President, Omnichannel Commerce, Loyalty, and Guest Care" url="https://www.linkedin.com/in/rghosh31/" image="https://www.replicant.com/wp-content/uploads/2023/01/Rana-Ghosh.jpeg"]
[person name="Kevin Hall" company="Navy Federal Credit Union" position="VP Contact Center Operations" url="https://www.linkedin.com/in/kevin-hall-74775897/" image="https://www.replicant.com/wp-content/uploads/2023/01/Kevin-Hall.jpeg"]
[person name="Vanessa Hardy-Bowen" company="Spirit Airlines" position="Director of Guest Cate & Contact Centers" url="https://www.linkedin.com/in/vanessa-hardy-bowen-407290b/" image="https://www.replicant.com/wp-content/uploads/2023/01/Vanessa-Hardy-Bowen.png"]
[person name="Kirk Hartman" company="American Specialty Health" position="AVP of Support" url="https://www.linkedin.com/in/kirk-hartman-42690a87/" image="https://www.replicant.com/wp-content/uploads/2023/01/Kirk-Hartman-Profile.png"]
[person name="Nannalee Haywood" company="Automobile Club of Southern California " position="VP Automotive Services" url="https://www.linkedin.com/in/nannalee-haywood-b9a0b819/" image="https://www.replicant.com/wp-content/uploads/2023/01/Nannalee-Haywood.jpeg"]
[person name="Jesse Horsley" company="JetBlue Airways" position="General Manager, Customer Experience" url="https://www.linkedin.com/in/jessehorsley/" image="https://www.replicant.com/wp-content/uploads/2023/01/Replicant-Avatar.png"]
[person name="Shep Hyken" company="Shepard Presentations, LLC" position="Chief Amazement Officer and Customer Service Speaker" url="https://www.linkedin.com/in/shephyken/" image="https://www.replicant.com/wp-content/uploads/2023/01/Shep-Hyken.jpeg"]
[person name="Dilhara Kaluarachchi" company="Public Storage" position="VP Customer Care" url="https://www.linkedin.com/in/dilhara-kaluarachchi-1589211/" image="https://www.replicant.com/wp-content/uploads/2023/01/Dilhara-Kaluarachchi-v2.jpeg"]
[person name="Martin Lampman" company="British Columbia Lottery Corp" position="Director, Customer Support Operations " url="https://www.linkedin.com/in/martin-lampman-4902699/" image="https://www.replicant.com/wp-content/uploads/2023/01/Martin-Lampman.jpeg"]
[person name="Sara Martinez Volkmar" company="KAL Tire" position="Manager Services Centres" url="https://www.linkedin.com/in/sara-martinez-volkmar-48575616/" image="https://www.replicant.com/wp-content/uploads/2023/01/Sara-Martinez-Volkmar.jpeg"]
[person name="Sheila McGee-Smith" company="President & Principal Analyst" position="McGee Smith Analytics" url="https://www.linkedin.com/in/mcgeesmith/" image="https://www.replicant.com/wp-content/uploads/2023/01/Sheila-McGee-Smith.jpeg"]
[person name="Brien Mikell" company="Love's Travel Stops" position="Director of Customer Engagement and Contact Center Operations" url="https://www.linkedin.com/in/brien-mikell-a5315a33/" image="https://www.replicant.com/wp-content/uploads/2023/01/Brien-Mikell.jpeg"]
[person name="Mike Milburn" company="Pimly" position="Co-Founder" url="https://www.linkedin.com/in/mikemilburn/" image="https://www.replicant.com/wp-content/uploads/2023/01/Mike-Milburn.jpeg"]
[person name="Lorene Miller" company="Southern California Edison" position="VP Customer Service Operations" url="https://www.linkedin.com/in/lorene-miller-44b7a3/" image="https://www.replicant.com/wp-content/uploads/2023/01/Lorene-Miller.jpeg"]
[person name="Collin Moody" company="Alberta Motor Association " position="Chief Transformation Officer" url="https://www.linkedin.com/in/collin-moody/" image="https://www.replicant.com/wp-content/uploads/2023/01/Collin-Moody.jpeg"]
[person name="Maria Moore" company="Coastal Federal Credit Union" position="VP Operational Improvement Programs" url="https://www.linkedin.com/in/mariamoore2/" image="https://www.replicant.com/wp-content/uploads/2023/01/Maria-Moore.jpeg"]
[person name="Veronica Moturi" company="Brinks Home" position="SVP Customer Experience" url="https://www.linkedin.com/in/veronica-moturi-85287254/" image="https://www.replicant.com/wp-content/uploads/2023/01/Veronica-Moturi.jpeg"]
[person name="Christy Oakland " company="Holland America" position="VP, Global Contact Center Operations" url="https://www.linkedin.com/in/christy-oakland-854a068/" image="https://www.replicant.com/wp-content/uploads/2023/01/Christy-Oakland.jpeg"]
[person name="Mark Oldani" company="OnProcess" position="COO" url="https://www.linkedin.com/in/markoldani/" image="https://www.replicant.com/wp-content/uploads/2023/01/Mark-Oldani.jpeg"]
[person name="John Parente" company="Stanley Steemer" position="Director, Contact Center" url="https://www.linkedin.com/in/jvparente" image="https://www.replicant.com/wp-content/uploads/2023/01/John-Parente.jpeg"]
[person name="Scott Phillips" company="Texas Health Resources" position="VP Virtual Care Center, Patient Access Services" url="https://www.linkedin.com/in/scott-phillips-a4b338a0/" image="https://www.replicant.com/wp-content/uploads/2023/01/Scott-Phillips.jpeg"]
[person name="Sai Ramani" company="Sunrun" position="Principal Technical Product Manager" url="https://www.linkedin.com/in/sai-ramani/" image="https://www.replicant.com/wp-content/uploads/2023/01/Sai-Ramani.jpeg"]
[person name="Lisa Rivier" company="AAA - Mountain West Group" position="Director, Operations & Product Management" url="https://www.linkedin.com/in/lisarivier/" image="https://www.replicant.com/wp-content/uploads/2023/01/Lisa-Rivier.jpeg"]
[person name="Camille Rosales" company="Hippo Insurance" position="Vice President, Customer Support" url="https://www.linkedin.com/in/camille-r-10069619/" image="https://www.replicant.com/wp-content/uploads/2023/01/Camille-Rosales.jpeg"]
[person name="Joe Russo" company="AAA - The Auto Club Group" position="Assistant Vice President, Automotive Services" url="https://www.linkedin.com/in/russoj/" image="https://www.replicant.com/wp-content/uploads/2023/01/Joe-Russo.jpeg"]
[person name="Tim Tarantello" company="Rollins Orkin" position="Managing Director, Orkin Customer Contact Centers" url="https://www.linkedin.com/in/tim-tarantello-201a785a/" image="https://www.replicant.com/wp-content/uploads/2023/01/Tim-Tarantello.jpeg"]
[person name="Stephenie Tiedens" company="Principal Financial Group" position="Head of Engagement Center Shared Services" url="https://www.linkedin.com/in/stephenie-tiedens-99693a6/" image="https://www.replicant.com/wp-content/uploads/2023/01/Stephenie-Tiedens.jpeg"]
[person name="Ana Torres" company="American Airlines" position="Director, Transformation & Technology" url="https://www.linkedin.com/in/anatorres29/" image="https://www.replicant.com/wp-content/uploads/2023/01/Ana-Torres.jpeg"]
[person name="Vince Trotter" company="National Debt Relief" position="VP Client Success" url="https://www.linkedin.com/in/vincejtrot/" image="https://www.replicant.com/wp-content/uploads/2023/01/Vince-Trotter.jpeg"]
[person name="Daryl Unger" company="Medly" position="Vice President, Customer Experience" url="https://www.linkedin.com/in/darylunger/" image="https://www.replicant.com/wp-content/uploads/2023/01/Daryl-Unger.jpeg"]
[person name="Rachel Walker" company="United Airlines" position="Managing Director Innovation & Solutions for Customer Contact Centers" url="https://www.linkedin.com/in/rachel-walker-a04b3a31/" image="https://www.replicant.com/wp-content/uploads/2023/01/Rachel-Walker.jpeg"]
[person name="Tanya Weigelt" company="CAA - Club Group" position="Director, Club Operations" url="https://ca.linkedin.com/in/tanya-weigelt-9a05692a" image="https://www.replicant.com/wp-content/uploads/2023/01/Tanya-Weigelt.jpeg"]
[person name="Terrian Williams-Hall" company="WMATA" position="Director, Office of MetroAccess Services" url="https://www.linkedin.com/in/terrian-williams-hall-198a5511" image="https://www.replicant.com/wp-content/uploads/2023/01/Terrian-Williams-Hall-Update-2.png"]
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