Beth Marchetti

Beth Marchetti has been running customer experience operations for more than 20 years. The industries vary: telecom, healthcare distribution, industrial manufacturing, financial services, lab supply. The work does not. It comes down to people, process, and technology, and whether the three talk to each other. She is currently Head of Customer Experience for the Americas at Ansell, a global safety products manufacturer. Earlier stops include Cardinal Health and Time Warner Cable, along with leadership roles inside private equity-backed companies where she led service transformations end to end.

Her track record includes some numbers she is proud of. A 60% backlog reduction in 30 days. Resolution time cut by 56%. $1.5M in revenue pulled back from the brink during an operational turnaround. $24M in new annual revenue from a consultative sales function she designed from scratch and built into the org. Along the way she has led teams of 250+ across 29 states, managed international groups in EMEA and Asia-Pacific, and worked through more than a few private equity-backed transformations, which is a polite way of saying she has done a lot with a little.

Beth writes about the operational side of CX. Staffing models. Escalation paths. The choice between two CRM platforms when neither one is great. The KPIs that actually change agent behavior versus the ones that just look impressive in a board deck. Her angle is straightforward. She has been the one making the calls, not the one writing decks for someone else to make them. That includes the harder stuff: workforce reductions under PE ownership, tiered service models built from the ground up, contact centers wired into CRM platforms that were not designed to talk to each other, and the SOPs, training programs, and scorecards that have to hold up once the consultants are gone and the work is yours to own.

Beth also sits on the advisory board of the Mid-Atlantic CX Forum. You will find her at regional CX events too, usually speaking or running a breakout. She picked up the Rising Leader Award from Women in Cable Telecommunications earlier in her career.

When she is not working, Beth runs a small travel agent side gig (mostly for friends and family) and fosters rescue animals out of her home outside Philadelphia.