“Always give people more than they expect to get.”
The contact centre industry is a rapidly evolving landscape with the industry impacted significantly over the past few years. As contact centres adapt to changing demands from customers and agents, top leaders and influencers have reimagined the workforce, and recreated a version of contact centre excellence not seen before.
The emergence of new technologies, platforms and applications transcends the past in a way that has contact centres motivated for change.
Through this time there have been individuals who have been driving this change, and have made a lasting impact on those they are leading, and the industry as a whole. The Top 100 Influencers in the Contact Centre Industry are a group of professionals who have made significant contributions to the growth and development of this industry. They have brought new ideas and innovation to the table, inspiring others to push the boundaries of what is possible.
These influencers have demonstrated exceptional leadership, creativity and commitment to driving excellence in the contact centre industry. When we asked for nominations for industry influencers, we were overwhelmed by the number of nominations we received. Many nominated multiple times by peers, colleagues and staff for their leadership, others for their role in vendor organisations. Needless to say, it was a tough job to come up with only 100 influencers and it shows that the future of the contact centre industry is in very safe hands. Their insights and thought leadership have helped shape the industry in a positive way, and they continue to inspire and motivate others to do the same. From customer experience experts to technology pioneers, the Top 100 Influencers represent a diverse range of perspectives and approaches to the industry.
What makes these influencers unique is their ability to adapt to the ever-changing landscape of the contact centre industry. They are constantly looking for new and innovative ways to improve the customer experience, drive efficiency and optimise performance. They have a deep understanding of the challenges and opportunities facing contact centres, and they use their expertise to guide others to success.
In recognising the Top 100 Influencers in the Contact Centre Industry, we celebrate their achievements and the positive impact they have made on the industry.
We acknowledge the hard work and dedication that has gone into driving change and shaping the future of this dynamic and important industry.
Ayelet Mendel-Girin – Group Head of Customer Experience at Humm Group
Ayelet has made an incredible mark on the CX industry in Australia in a remarkably short period of time. A senior customer experience leader, Ayelet builds the bridge between the present and the future, building purpose and creating a compelling customer vision. Passionate about creating a collaborative, customer-first culture, Ayelet specialises in building and executing the full Customer and Employee Experience Strategy. Ayelet has partnered with iconic brands including Microsoft, CBA, Deloitte, American Express, Kimberley-Clark Corporation, IBM, Jaguar and Pfizer, transforming their customer experience and taking them to the next level. Taking out numerous CX and Product Industry awards this year including Canstar, Finder, Product review, Ashton Media, Mozo Experts Choice, Ayelet was named the Australian CX Leader of the Year in 2022. Ayelet can be seen out and about presenting at key industry conferences, contributing to industry publications, and is a valued contributor to Matchboard’s Industry Advisory Board. Definitely one to watch!