Laura Marciano-Sawh, CCXP

I am a customer experience and operations executive with nearly two decades of experience building, scaling, and transforming customer-facing organizations in technology and SaaS. As Vice President of Operations at DrFirst, a healthcare technology company, I lead customer operations and partner across the organization to translate customer needs and operational insights into better experiences and business outcomes.

My work sits at the intersection of customer experience, operations, technology, and organizational change. I am particularly interested in how emerging technologies such as AI can help CX leaders better understand the customer journey—not simply automate interactions.

I am currently leading AI initiatives focused on turning customer interactions into actionable Voice of the Customer and journey insights, as well as using AI to strengthen quality assurance across phone and voice interactions. A key focus of this work is ensuring that AI enhances our ability to identify friction, understand patterns at scale, and create stronger feedback loops between customers and the teams responsible for Product, Operations, and the overall experience.

Throughout my career, I have led large-scale customer support and operations organizations, CX transformation, process improvement, and cross-functional change in complex and highly regulated environments. I hold an MBA, am a Certified Customer Experience Professional (CCXP), and a Six Sigma Green Belt.

I enjoy connecting with other CX leaders who are exploring how customer insight, operational excellence, AI, and strong cross-functional partnerships can create meaningful and measurable improvements for customers.