In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve.
1. Damien Leigh – SVP, Direct to Consumer at New Balance
Damien Leigh has made a significant impact in the world of retail, leading New Balance’s direct-to-consumer initiatives. His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers.
2. Patrick Smith – Head of Consumer and Business Banking at Santander Bank
Patrick Smith is a proven leader in digital and customer service strategy. With experience in financial wellness and retail strategy at KeyBank and Liberty Mutual, he now leads consumer and business banking at Santander, delivering cutting-edge customer engagement solutions.
3. Tim Linton – Senior Vice President at TJX Companies
At TJX, Tim Linton oversees a massive distribution network that supports retail giants like HomeGoods and Homesense. His leadership in operations management and customer service excellence is crucial in ensuring timely delivery and customer satisfaction across hundreds of store.
4. Allegra Pedretti – Executive Director, Customer Experience Measurement at CVS Health
A specialist in CX measurement and competitive benchmarking, Allegra Pedretti brings her customer experience expertise to CVS Health. Her work in transforming brand experiences through deep consumer understanding and CX data reflects a commitment to creating seamless, customer-first strategies.
5. Miranda Conlon – Global Head & GM of Customer Service Enablement at Wayfair
Miranda Conlon leads Wayfair’s global customer service enablement, focusing on everything from training and leadership development to quality engagement. Her expertise in driving cross-functional communication and process improvements has transformed how Wayfair delivers customer satisfaction.
6. Brendan Coughlin – Vice Chair, Head of Consumer Banking at Citizens Bank
As the leader of Citizens Bank’s consumer banking division, Brendan Coughlin oversees everything from small business banking to consumer lending. His focus on creating digital-first, customer-centric experiences has led to improved customer engagement across multiple channels.
7. Shawn Henley – Chief Customer Officer at DraftKings
Shawn Henley has been a force behind DraftKings’ award-winning customer service programs. His innovative approach to journey mapping and CX metrics has helped set new standards for customer satisfaction and retention in the competitive online gaming industry.
8. Andrew Allain – Global Head of Customer Service at Bose Corporation
Andrew Allain is a leader in customer service and experience, known for his data-driven approach. Under his guidance, Bose’s global customer service operations have seen significant improvements in customer satisfaction and retention, driven by his focus on journey mapping and analytics.
9. Bob Terry – VP, Staples Business Advantage Customer Service
Bob Terry has been instrumental in leading Staples’ customer service team, focusing on strategic initiatives that improve service levels and customer engagement. His customer-first mentality ensures that Staples continues to provide top-notch service in a competitive market.
10. Sean Condon – VP, Direct-to-Consumer at ASICS America
Sean Condon leads ASICS’ direct-to-consumer operations, overseeing omnichannel strategies and digital revenue growth. His innovative leadership has driven substantial growth in e-commerce sales and customer service excellence.
Conclusion
These CX leaders are transforming how businesses engage with their customers, creating seamless, efficient, and personalized experiences. As Boston continues to be a hub for customer experience innovation, following these leaders will offer insights into the future of CX, where technology and human understanding meet—just like Interactions’ mission to create effortless and magical customer experiences.
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