Lauren Volpe, CCXP

I am a strategic operations leader with over 20 years of expertise in driving customer experience excellence, process optimization, and scalable growth across global organizations. Currently leading Customer Experience Strategy at STWA, I conduct in-depth assessments of the AI landscape, spearhead complex transformation initiatives, and explore cutting-edge innovations in travel tech and wealth management. I demystify AI, ML, and LLM implementations for organizations, providing clear pathways for impactful adoption and operational alignment.

My career is defined by a proven ability to optimize end-to-end operations, enhance cross-functional collaboration, and implement global support solutions that drive efficiency and elevate service quality. I have built robust training programs, designed detailed SOPs, and led quality assurance initiatives that ensure seamless, high-impact customer experiences across multiple channels. Additionally, I mentor emerging leaders to achieve industry certifications, fostering growth and operational excellence.

I am a 5X Certified Customer Experience Professional (CCXP) and a Certified Customer Success Manager Level III (CCSMIII) with a deep understanding of AI-driven transformation, process improvement, and data-driven decision-making. Passionate about leveraging technology and strategic insights to enhance operational efficiency and customer satisfaction, I thrive in environments where innovation, optimization, and customer-centricity are at the forefront.

As an active thought leader in the industry, I frequently participate in speaking engagements, podcasts, and contribute to articles on topics including AI-driven CX transformation, global operations strategy, and digital innovation. My insights aim to inspire actionable change and drive strategic advancements in customer experience and business operations.