Marcy Riordan

Marcy Riordan is an award-winning analytics and AI leader with over 25 years of experience driving transformative customer experience solutions. She is currently the Global Leader of Analytics at TTEC Digital, a leading customer experience technology and services provider, where she oversees a high-performing team delivering advanced AI, machine learning, data modernization, and analytics consulting services. Under her leadership, TTEC Digital’s Analytics practice has been recognized for pioneering innovative approaches that empower clients to make data-driven decisions and optimize customer engagement.

Before joining TTEC Digital, Marcy was a founding member of iKnowtion, an analytics consultancy known for its cutting-edge data solutions and customer insights, which was acquired by TTEC. Earlier in her career, she held senior roles including Analytics Director at Epsilon and began her professional journey in General Electric’s prestigious Financial Management Program. Throughout her career, Marcy has specialized in leveraging analytics to elevate CX across diverse industries, blending technical expertise with strategic vision.

A sought-after speaker and thought leader, Marcy has presented at industry conferences such as Women in Data Science, Customer Analytics Summit, AI & CX Innovations Forum, and Genesis Xperience. Her insights on data-driven customer engagement have been quoted in leading business publications including Forbes, Martech Today, and DMN (Direct Marketing News). Additionally, she has contributed articles to Analytics Magazine and the TTEC Digital blog, sharing best practices in AI adoption and customer analytics.

Marcy’s work has earned endorsements from respected figures in the CX space, with industry analysts praising her “transformative leadership and deep expertise in embedding AI into customer journeys.” She is also recognized for fostering inclusive and collaborative analytics teams that drive business impact and innovation.

Marcy holds a bachelor’s degree from the University of Massachusetts, Amherst, where she dual-majored in Business (Finance) and Economics. She is based in Boston, Massachusetts, and balances her professional life with a passion for travel, fitness, and spending time by the ocean.

Known for her approachable style and strategic mindset, Marcy combines technical depth with a clear focus on business outcomes. She describes herself as “a lifelong learner and data enthusiast who thrives on turning complex analytics into actionable customer insights.”