Top 50 CX Innovators</br> of 2024

2023 was a watershed year in customer service.

On the heels of ChatGPT’s release, AI became a part of everyday consumers’ lives seemingly overnight and propelled equally rapid AI adoption in customer service.

As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity.

These CX innovators not only recognized AI’s ability to improve the efficiency of customer service, but moved quickly to leverage it ethically, securely and without ignoring its potential to maximize agents and solve long-standing staffing challenges.

As a result, they’ve offered a blueprint for a contact center future where automation resolves common customer issues without agent involvement while improving the customer experience for all.

We’re thrilled to share the 2024 CX Innovators List, showcasing customer service leaders that exhibited one or more of these key traits over the course of a remarkable year:

1. AI and Automation Integration: Recognizing leaders who have seamlessly integrated AI and automation into their contact center operations to improve the customer and agent experience.
2. Operational Efficiency Excellence: Acknowledging leaders who have significantly improved operations by reducing costs and boosting productivity.
3. CX Advocacy: Celebrating leaders actively promoting new technologies and strategies in contact centers through podcasts, conferences, webinars, and other public forums, showcasing their commitment to innovation.
4. Ethical Leadership in Contact Centers: Honoring leaders committed to transparency, fairness, and ethical treatment of customers and employees, setting a standard in ethical practices.

The final list was chosen from a highly qualified set of leaders nominated by peers across industries and selected by a panel of industry experts, including Eric Buesing, Partner at McKinsey & Company and Scott Beechuk Partner at Norwest Ventures.

The entire Replicant team thanks our panelists, industry partners and every CX leader for their commitment to a better customer service future.

Top 50 CX Innovators of 2024:

[person name="Nicholas Anderson" company="ServiceTitan" position="SVP Customer Success" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/nicholas-anderson-2000726/" image="https://www.replicant.com/wp-content/uploads/2024/02/Nicholas-Anderson.jpeg"]

[person name="David Austin" company="DoorDash" position="Senior Manager - Support Operations" label="AI and Automation Integration" url="https://www.linkedin.com/in/davidbrittonaustin/" image="https://www.replicant.com/wp-content/uploads/2024/02/David-Austin.jpeg"]

[person name="Jay Baer" company="Jay Baer" position="Customer Experience Research & Author" label="CX Advocacy" url="https://www.linkedin.com/in/jaybaer/" image="https://www.replicant.com/wp-content/uploads/2024/02/Jay-Baer.jpeg"]

[person name="Mike Blatteau" company="Reprise Financial" position="VP Dialer Strategy" label="Operational Efficiency Excellence" url="https://linkedin.com/in/mike-blatteau-60288119/" image="https://www.replicant.com/wp-content/uploads/2024/02/Mike-Blatteau.jpeg"]

[person name="Brandi Byers" company="Home Team Pest Defense " position="Director of Field Admin " label="AI and Automation Integration" url="https://www.linkedin.com/in/brandi-byers-338a521a/" image="https://www.replicant.com/wp-content/uploads/2024/02/Brandi-Byers.jpeg"]

[person name="Nancy Clark" company="Verizon " position="President of Value" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/nancy-clark-09812111/" image="https://www.replicant.com/wp-content/uploads/2024/02/Nancy-Clark.jpeg"]

[person name="Jessica Cloud" company="HealthEquity" position="VP, Digital Transformation" label="CX Advocacy" url="https://www.linkedin.com/in/jessica-c-cloud/" image="https://www.replicant.com/wp-content/uploads/2024/02/Jessica-Cloud-HS.jpeg"]

[person name="Jason Coats" company="Choice Hotels " position="Senior Director Customer Care Strategy " label="CX Advocacy" url="https://www.linkedin.com/in/coatsjason/" image="https://www.replicant.com/wp-content/uploads/2024/02/Jason-Coats-2024.jpeg"]

[person name="Sean Cox" company="Workday" position="VP of Customer Success" label="CX Advocacy" url="https://www.linkedin.com/in/seanpatrickcox/" image="https://www.replicant.com/wp-content/uploads/2024/02/Sean-Cox.jpeg"]

[person name="Leonardo Declich" company="Frontier Airlines " position="Director CX Digital Transformation" label="AI and Automation Integration" url="https://www.linkedin.com/in/ldeclich" image="https://www.replicant.com/wp-content/uploads/2024/02/Leonardo-Declich.jpeg"]

[person name="Rob Dunning" company="The General" position="Operations Leader, Customer Care Applications & Solutions" label="AI and Automation Integration" url="https://www.linkedin.com/in/robert-dunning-phr/" image="https://www.replicant.com/wp-content/uploads/2024/02/Rob-Dunning.jpeg"]

[person name="Bill Dziura" company="AAA - Northeast" position="CIO" label="AI and Automation Integration" url="https://www.linkedin.com/in/bdziura/" image="https://www.replicant.com/wp-content/uploads/2024/02/Bill-Dziura.jpeg"]

[person name="Andrew Ecord " company="SchoolsFirst Credit Union " position="Business Systems Analyst, Process Excellence " label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/andrew-ecord-24974b132/" image="https://www.replicant.com/wp-content/uploads/2024/02/Andrew-Ecord.jpeg"]

[person name="Hanlin Fang" company="Airbnb" position="Head of Digital Experience & Intelligence Platform Products" label="AI and Automation Integration" url="https://www.linkedin.com/in/hanlinfang/" image="https://www.replicant.com/wp-content/uploads/2024/02/Hanlin-Fang.jpeg"]

[person name="Janice Foster" company="AAA - Club Alliance" position="Senior Vice President, Contact Center Operations" label="AI and Automation Integration" url="https://www.linkedin.com/in/janice-foster-ctc-b9683612/" image="https://www.replicant.com/wp-content/uploads/2024/02/Janice-Foster.jpeg"]

[person name="Rini Fredette" company="PSCU" position="SVP, Contact Center Solutions" label="AI and Automation Integration" url="https://www.linkedin.com/in/rini-fredette-cude-3858471/" image="https://www.replicant.com/wp-content/uploads/2024/02/Rini-Fredette.jpeg"]

[person name="Janis Galins" company="NuCO2" position="Vice President Operations " label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/janis-galins-4b017a7/" image="https://www.replicant.com/wp-content/uploads/2024/02/Janis-Galins.jpeg"]

[person name="Cindy Gambosh" company="Corvel " position="Director of Workforce Automation" label="AI and Automation Integration" url="https://www.linkedin.com/in/cindy-gambosh-08817a1/" image="https://www.replicant.com/wp-content/uploads/2024/02/Cindy-Gambosh.jpeg"]

[person name="Rob Hansen " company="Aptive Environmental " position="VP Digital Transformation " label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/robert-hansen-3299418/" image="https://www.replicant.com/wp-content/uploads/2024/02/Robert-Hansen.jpeg"]

[person name="Vanessa Hardy-Bowen" company="Spirit Airlines" position="Director of Guest Care & Contact Centers" label="AI and Automation Integration" 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="Associate Vice President, Contact Center Operations" label="AI and Automation Integration" 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="Matthew High " company="One Call " position="Senior Vice President Operations" label="CX Advocacy" url="https://www.linkedin.com/in/matt-high-mba-237a59a6/" image="https://www.replicant.com/wp-content/uploads/2024/02/Matthew-High.jpeg"]

[person name="Stephanie Ho" company="Rippling" position="SVP Customer Experience" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/stephanie-ho-0b86a21/" image="https://www.replicant.com/wp-content/uploads/2024/02/Stephanie-Ho.jpeg"]

[person name="Shep Hyken" company="Shepard Presentations" position="Customer Service Keynote Speaker" label="CX Advocacy" url="https://www.linkedin.com/in/shephyken/" image="https://www.replicant.com/wp-content/uploads/2023/01/Shep-Hyken.jpeg"]

[person name="Rochelle Jones" company="Blue Cross Blue Shield of Louisiana" position="VP Customer Service Benefit Operation" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/rochelle-jones-4004b28/" image="https://www.replicant.com/wp-content/uploads/2023/01/Replicant-Avatar.png"]

[person name="Elena Knetl" company="GoHealth" position="Senior Strategy Manager" label="AI and Automation Integration" url="https://www.linkedin.com/in/elena-knetl-59a95b58/" image="https://www.replicant.com/wp-content/uploads/2024/02/Elena-Knetl.jpeg"]

[person name="Jaspal Lakhan" company="Enercare" position="Vice President Call Centre and Customer Experience " label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/jaspal-lakhan-b79519/" image="https://www.replicant.com/wp-content/uploads/2024/02/Jaspal-Lakhan.jpeg"]

[person name="Martin Lampman" company="British Columbia Lottery Corporation" position="Director, Customer Support Operations" label="AI and Automation Integration" url="https://www.linkedin.com/in/martin-lampman-4902699/" image="https://www.replicant.com/wp-content/uploads/2024/02/Martin-Lampes.jpeg"]

[person name="Onyeka Llobi " company="AAA - NCNU " position="Senior Director Enterprise Automation " label="AI and Automation Integration" url="https://www.linkedin.com/in/onyeka-ilobi/" image="https://www.replicant.com/wp-content/uploads/2024/02/Onyeka-Ilobi.jpeg"]

[person name="Eric Marshall" company="SelectQuote Insurance" position="Director, Artificial Intelligence" label="AI and Automation Integration" url="https://www.linkedin.com/in/by-what-standard" image="https://www.replicant.com/wp-content/uploads/2024/02/Eric-Marshall.jpeg"]

[person name="Charlon McIntosh" company="Frontier Communications" position="Chief Customer Officer" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/charlon-mcintosh-4302491/" image="https://www.replicant.com/wp-content/uploads/2024/02/Charlon-McIntosh.jpeg"]

[person name="Lucas Melicoff-Byrnes" company="Tivity Health" position="Senior Director Call Center Operations & Customer Service" label="CX Advocacy" url="https://www.linkedin.com/in/lucasbn/" image="https://www.replicant.com/wp-content/uploads/2024/02/Lucas-Melicoff-Byrnes.jpeg"]

[person name="Brien Mikell" company="Love's" position="Director of Customer Engagement and Contact Center Operations" label="CX Advocacy" url="https://www.linkedin.com/in/brien-mikell-a5315a33/" image="https://www.replicant.com/wp-content/uploads/2023/01/Brien-Mikell.jpeg"]

[person name="Christy Oakland" company="Holland America Group" position="VP, Global Contact Center Operations" label="AI and Automation Integration" 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" label="CX Advocacy" url="https://www.linkedin.com/in/markoldani/" image="https://www.replicant.com/wp-content/uploads/2023/01/Mark-Oldani.jpeg"]

[person name="Namecca Parker" company="NJ Transit" position="General Manager of Paratransit/Access Link" label="CX Advocacy" url="https://www.linkedin.com/in/namecca-parker/" image="https://www.replicant.com/wp-content/uploads/2023/10/Namecca_Parker_1.png"]

[person name="Deana Perrin" company="Blue Shield of California" position="Senior Director, Customer Experience" label="Operational Efficiency Excellence" url="https://linkedin.com/in/deanaperrin/" image="https://www.replicant.com/wp-content/uploads/2024/02/Deana-Perrin.jpeg"]

[person name="Nigel Ponds" company="Fanatics " position="Global Director of Resource Planning and Telephony " label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/nigel-ponds-88462b16" image="https://www.replicant.com/wp-content/uploads/2024/02/Nigel-Ponds.jpeg"]

[person name="Sangeetha Rai" company="Northwestern Mutual" position="VP, Technology Customer Success" label="AI and Automation Integration" url="https://www.linkedin.com/in/sangeetharai/" image="https://www.replicant.com/wp-content/uploads/2024/02/Sangeetha-Rai.jpeg"]

[person name="Michelle Raue" company="Preferred Mutual Insurance" position="SVP, Chief Claim Officer & Transformation Office Lead" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/michelleraue/" image="https://www.replicant.com/wp-content/uploads/2024/02/Michelle-Raue.jpeg"]

[person name="Camille Rosales" company="Hippo" position="VP, Customer Support" label="CX Advocacy" url="https://www.linkedin.com/in/camille-r-10069619/" image="https://www.replicant.com/wp-content/uploads/2024/02/Camille-Rosales-2024.jpeg"]

[person name="Joe Russo" company="AAA - The Auto Club Group" position="AVP, Automotive Services" label="CX Advocacy" url="https://www.linkedin.com/in/russoj/" image="https://www.replicant.com/wp-content/uploads/2023/01/Joe-Russo.jpeg"]

[person name="Anne-Marie Sambrooke" company="Air Canada " position="Senior Manager, Service Excellence " label="CX Advocacy" url="https://www.linkedin.com/in/anne-marie-sambrooke-a69306260/" image="https://www.replicant.com/wp-content/uploads/2024/02/Anne-Marie-Sambooke.jpeg"]

[person name="Shivank Sinha" company="Gallagher Bassett" position="VP, Medical Management Innovation" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/shivank-sinha-99234a5?lipi=urn%3Ali%3Apage%3Ad_sales2_lead%3BWaK5M7FMQti%2BuL%2FQcuibvg%3D%3D" image="https://www.replicant.com/wp-content/uploads/2024/02/Shivank-Sinha.jpeg"]

[person name="Justin Smith" company="FloQast" position="Global SVP Customer Success" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/jsmith74/" image="https://www.replicant.com/wp-content/uploads/2024/02/Justin-Smith.jpeg"]

[person name="Jeffery Sturman" company="Memorial Healthcare System" position="Senior Vice President & Chief Digital Officer" label="Ethical Leadership in Contact Centers" url="https://www.linkedin.com/in/jeffrey-sturman-281864/" image="https://www.replicant.com/wp-content/uploads/2024/02/Jeffrey-Sturman.jpeg"]

[person name="Tim Tarantello" company="Orkin" position="Managing Director, Orkin Customer Contact Centers" label="AI and Automation Integration" url="https://www.linkedin.com/in/tim-tarantello-201a785a/" image="https://www.replicant.com/wp-content/uploads/2023/01/Tim-Tarantello.jpeg"]

[person name="Kacey Felila Tolua " company="Marriot Hotels " position="Senior Director CEC Technology " label="CX Advocacy" url="https://www.linkedin.com/in/kaceyfelilatolua/" image="https://www.replicant.com/wp-content/uploads/2023/01/Kacey-Felila-Tolua.jpeg"]

[person name="Gaurav Verma" company="Cisco" position="VP of Customer Success" label="Operational Efficiency Excellence" url="https://www.linkedin.com/in/gauravverma01/" image="https://www.replicant.com/wp-content/uploads/2024/02/Gaurav-Verma.jpeg"]

[person name="Tanya Weigelt" company="CAA" position="AVP - Automotive" label="CX Advocacy" url="https://www.linkedin.com/in/tanya-weigelt-9a05692a/" image="https://www.replicant.com/wp-content/uploads/2024/02/Tanya-Weigelt-2024.jpeg"]

[person name="Terrian Williams-Hall" company="Washington Metropolitan Area Transit Authority" position="Director, Office of MetroAccess Services" label="AI and Automation Integration" url="https://www.linkedin.com/in/terrian-hall-34915b96/" image="https://www.replicant.com/wp-content/uploads/2023/01/Replicant-Avatar.png"]

[person name="Veron Wright" company="Ryder" position="Director of Contact Center" label="Operational Efficiency Excellence" url="https://www.ryder.com/en-us" image="https://www.replicant.com/wp-content/uploads/2023/01/Replicant-Avatar.png"]

[person name="Kim Wyszynski" company="Southwest Medical Imaging" position="Director, Contact Center " label="CX Advocacy" url="https://www.linkedin.com/in/kim-wyszynski-281a3615/" image="https://www.replicant.com/wp-content/uploads/2020/11/Kim-Wyszynski.jpeg"]