CX Network

We’re proud to celebrate Sharon Melamed, Managing Director of Matchboard, for being named one of CX Network’s Top Contact Center Leaders to Follow in 2025! 👏

With over 15 years of experience driving growth across Australia and the US, Sharon has been instrumental in helping businesses scale from 60 to nearly 1,000 employees and achieve IPO status. An expert in outsourcing, contact centers, and multilingual CRM, she brings a deep understanding and a truly global mindset to the industry.

“Our clients at Matchboard get great self-service when they’re trying to find the best solutions in the market to meet their CX needs, but at the same time they can access a human concierge-style advisory service if they need guidance in their buying journey.”

Sharon is shaping the future of customer experience every day, and we’re proud to have her as a leading voice in the space!

Click here to view the full list 👉https://www.cxnetwork.com/contact-center/articles/the-top-30-contact-center-leaders-to-follow-in-2025

When travel plans go wrong, the contact center is the first to feel the impact, and Spirit Airlines knew they needed to respond quickly. Faced with a sharp rise in cancellations, changes, and refund requests, they saw an opportunity to do more than just cope. They used it as a catalyst to rethink guest care with AI and smart self-service at the core.

In this on-demand video from CX Network, Vanessa Hardy-Bowen, Director of Guest Care & Contact Center at Spirit Airlines, shares how they built a scalable AI strategy that empowers guests to solve problems faster, starting with everyday tasks like bag changes and flight credits. By running focused pilots and aligning teams across executive leadership, legal, and cybersecurity, Spirit proved the ROI early and created a foundation for future innovation.

You’ll hear how they connected CX data, team insights, and automation to unlock cost savings while improving customer satisfaction.

Watch now 👉

Spirit Airlines and self-service with AI Learn about how Spirit Airlines scaled self-service CX with artificial intelligence (AI)