“HighPoint, a provider of IT and customer experience services for government agencies, welcomes Stacey Au, Customer Experience (CX) Program Manager, to drive CX transformation. Au will support the company’s clients with implementing omni-channel, emerging technologies such as AI, and industry best practices to improve contact center operations and drive transformation for better citizen services.
Au brings more than 25 years of experience as a senior-level customer experience and contact center leader. From start-ups to large-scale contact center operations, Au has implemented CX strategies across federal and commercial organizations.
Prior to joining HighPoint, Au held senior contact center leadership and CX roles at Lockheed Martin on behalf of the National Cancer Institute’s Cancer Information Service and at GC Services, Inc., overseeing all facets of MCI/WorldCom’s flagship contact center. She has also worked for The Select Group, Blackboard, Inc., and the U.S. Department of Commerce. Stacey has a history of developing programs and practices that support meaningful interactions and programs that exceed customer and employee expectations.
‘Stacey brings a passion for customer experience and reinforces our commitment to help agencies drive CX and contact center transformation,’ said Scott Willis, HighPoint chief operating officer. Au will drive efforts related to HighPoint’s GSA Centers of Excellence (CoE) Discovery Blanket Purchase Agreement (BPA) for Contact Centers, which supports contact center transformation to improve citizen experiences and create operational efficiencies at customer-facing agencies.
‘I am excited to join HighPoint to drive positive customer experiences and improve operational efficiencies for our clients and their citizens,’ said Au. ‘Every customer interaction matters, and I look forward to implementing strategies and transformations that will truly make those moments count.’…” Read the full press release here.
Source: HighPoint Adds CX Leader to Accelerate Federal Contact Center Transformation Efforts – April 15, 2021. HighPoint.