Emily Gray | Source | Chief Customer Officer at Playvox

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Emily Gray

Chief Customer Officer at Playvox
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Emily Gray is Chief Customer Officer for Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers. In her role, Emily is focused on creating extraordinary experiences for customers at every touchpoint and interaction. Emily leads the CX teams including Technical Support, Solutions Consulting, Services and Delivery, Onboarding, and Customer Success Management. Joining the organization three weeks into the pandemic, Emily’s role quickly evolved into customer advocate and ombudsman and has enabled her to grow and scale her team.

Emily served as Vice President, Customer Success for Playvox prior to her current role. Before Playvox, she served in several senior customer success and digital experience roles with for a variety of organizations, including Interactions LLC, LifeLock, and New World Restaurant Group.

Emily has spoken on the topic of CX and is a frequent speaker on digital transformation, customer experience, training and workforce management optimization, and customer engagement topics.

Emily earned a M.B.A. from the University of Arizona, Eller College of Management, and a B.A. in Spanish from Arizona State University. She resides in Orlando, Florida with her husband and three children.

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  • Customer Success Isn't Just a Department, It's a Company-wide Mindset | Emily Gray | CXC #194

    In this week's episode of The CXChronicles Podcast #194 we welcomed Emily Gray, Chief Customer Officer at Playvox based in Sunnyvale, California. Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. The team behind Playvox understands that exceptional employee engagement produces extraordinary customer experiences, and they love creating tools that help their customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Their agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk. In this episode, Emily and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey. Episode #194 Highlight Reel: 1. Building customer success teams...

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