CX Hall of Fame

Portrait of Kacey Tolua

Alumni · Class of 2026

Kacey Tolua

Senior Director

United States

See the LinkedIn profile Back to the Class of 2026

Argues that AI adoption is an emotional shift before a technical one, and asks who agent-assist is really for, since tenured agents already carry the content and the art they bring to each guest is the part no tool supplies.

Inducted 2026. Endorsed by The Global CX Alliance.

Class of 2026

Meet the professionals the community welcomed alongside Kacey Tolua.

Dalia MansourDirector of EMEA MarketingUnited Arab Emirates LinkedIn

Leahanne HobsonFounder and CEOAustria LinkedIn

Cheryl ChinaDirector Mass Market ServicingUnited States LinkedIn

Brent NelsonVice President of Virtual CommunicationsUnited States LinkedIn

Natalie BeckermanExecutive Vice President | Chief Business OfficerUnited States LinkedIn

Tom McCartyDirectorUnited States LinkedIn

Kathy PhelpsPresidentUnited States LinkedIn

Colin CrowleyVP of Patient ServicesUnited States LinkedIn

John BurkeVice PresidentUnited States LinkedIn

Lynda HarveyFounderUnited States LinkedIn

Vince TrotterSVP Client SuccessUnited States LinkedIn

Michael ThurowManaging PartnerAustria LinkedIn

David TranCorporate Executive DirectorGermany LinkedIn

Maxie SchmidtVice President, Principal AnalystSwitzerland LinkedIn

Emilio CanessaDirector of Global AdoptionSwitzerland LinkedIn

Olga TodorovaCommercial Excellence and Digital DirectorSwitzerland LinkedIn

Manu PandeyGroup Data and AI StrategySwitzerland LinkedIn

Manuel JorgeCX Global ManagerPortugal LinkedIn

Miguel GalazCo-Founder and Operations LeadPortugal LinkedIn

Anne-Sophie CuzacqSVP, Customer ExperiencePortugal LinkedIn

Reto StöckliProduct Manager, CRMSwitzerland LinkedIn

Ragna GhoreishiC-level Advisor on Agentic Customer ServiceAustria LinkedIn

Gregorio UglioniAssociate PartnerSwitzerland LinkedIn

Eline KoorndijkCustomer Experience Management and InnovationSwitzerland LinkedIn

Patricia OsorioCo-FounderUnited States LinkedIn

Camila FerreiraFounder and CX ConsultantUnited States LinkedIn

Anne SchirrmeisterSenior Research ManagerUnited States LinkedIn

Raj IyerProduct and CX EducatorUnited States LinkedIn

Kalifa OliverExecutive Advisor and Experience CoachUnited States LinkedIn

Adam BoelkeFounder and CEOUnited States LinkedIn

Mike KaplanChief Marketing OfficerUnited States LinkedIn

Raj SivasubramanianVP, Journey Management and CX ConsultingUnited States LinkedIn

Anuj BhallaFounder and CEOUnited States LinkedIn

Trevor ClarkFounder and CEOUnited States LinkedIn

Filipe RamosCEOPortugal LinkedIn

Peter GuirguisChief Executive OfficerUnited States LinkedIn

Manuela Doutel HaghighiGlobal Customer Experience DirectorPortugal LinkedIn

Boris Petrovitch NjegoshHead of CommunityPortugal LinkedIn

Jim HeiningerFounder|PrincipalUnited States LinkedIn

Diogo MirandaProject Manager VolunteerBrazil LinkedIn

Ahmed HatemManager / Customer Experience ConsultancyUnited Arab Emirates LinkedIn

Avi BhojaniGroup CEOUnited Arab Emirates LinkedIn

Heba IssaStrategic Advisor – Government Innovation & ExcellenceUnited Arab Emirates LinkedIn

Ladislau BatalhaFounder, LAB ExperienceUnited Arab Emirates LinkedIn

See the Classes of 2023 to 2026 on the Inductees page