From Headset to C-Suite: Miranda Collard on CX Leadership

About this episode

Dom Nicastro interviews Miranda Collard about her journey from agent to C-suite leader and insights on CX leadership.

In this episode of CX Decoded , Editor-in-Chief Dom Nicastro sits down with Miranda Collard, Global Chief Client Officer at TP, to explore her remarkable journey from headset-wearing agent to C-suite leader. With over 30 years in the contact center industry, Collard shares hard-earned insights on how frontline experience shapes leadership, why AI's real impact often happens behind the scenes, and how emotional intelligence can be scaled as a CX differentiator. Listeners will also hear how empowering agents and turning insights into action can transform customer journeys in 2025 and beyond. Whether you lead a global CX organization or a small team, this conversation offers practical strategies for blending technology, empathy and execution to deliver experiences that truly last.

People in this episode

Host: Dom Nicastro

Guest: Miranda Collard

Topics covered

• CX leadership
• contact center industry
• emotional intelligence
• AI in CX
• customer journey transformation

Keywords

• CX leadership
• contact center
• emotional intelligence
• AI
• customer experience
• agent empowerment
• customer journey

Mentioned in this episode

Organizations: TP

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