Top 10 Directors of Customer Experience - 2026

My career began in the hospitality industry, working in hotels for about five years. That experience shaped how I think about service at a fundamental level.

David Zimmerman is the Director of Customer Experience, Performance Support and Operations Network Learning, QVC Group with over 30 years of expertise covering QVC, HSN, and Cornerstone Brands. Rising from an entry-level role, he now drives CX strategy, customer advocacy and trust restoration, turning insights into action and shaping unified CX across international markets.

Eric Pricco is Director of Customer Experience at Delta Air Lines, bringing over 20 years of leadership in aviation. He is known for driving customer-centric operations, elevating service standards and leading frontline teams at scale, delivering consistent, high-quality passenger experiences in complex, high-volume environments.

Zach Greco is Senior Director of Customer Experience at Floor & Decor, known for building high-performing remote teams and modernizing service operations at scale. With a people-first, data-driven approach, he blends CX innovation, AI-led process improvement and culture building to drive retention, profitability and seamless omnichannel customer experiences.

Bobbie Finley is Director of HQCOE and a seasoned customer experience leader with over 30 years of expertise in customer success and service transformation. She is known for driving customer-centric strategies, building high-performing teams and delivering scalable CX improvements that enhance satisfaction, retention and long-term business value.

Chase McClanahan is a customer experience transformation leader recognized for driving enterprise-scale CX modernization and operational excellence. With over 15 years of experience, he partners with senior leadership to align strategy, AI enablement and execution, delivering measurable improvements in customer experience, organizational performance and scalable growth across complex, high-growth environments.

Andrea Vancko is a customer experience leader with over 20 years of experience in customer service, supply chain and logistics. As Director of Customer Experience at Tyson Foods, she leads customer service strategy, continuous improvement initiatives and cross-functional teams to strengthen customer partnerships and operational performance.

Kristi Kiley is an experienced relationship management professional at The Hartford, with over 29 years of service. She excels in strategic planning, customer partnership and team development. Her focus includes driving continuous improvement in customer service and supporting team growth within the benefits and insurance sectors.

Adam Burke is a senior customer experience leader at UNFI with extensive experience in sales, customer care and regional leadership across telecommunications and distribution. He focuses on customer satisfaction, team development and data-driven improvement, with a strong background in brand loyalty, analytics and operational excellence.

Faron Smith is Director of Customer Enablement at C.H. Robinson, leading category management, consumer insights and marketing initiatives. He has extensive experience in strategic planning, data analysis and retail category leadership across supply chain and CPG industries, with a focus on driving customer value, market insights and commercial performance.