Influential Woman · CX Outsourcing

Amy McDonnell

Chief Customer Officer, Flip

Scottsdale , AZ

Certifications · Degrees · Memberships

Degree College Graduate Degree Law School Graduate Cert Legal Attorney Cert Law School Graduate

Her Story

About Amy

I graduated from college, took some time off, and worked in the airline industry for a few years. I realized that I had more to offer to the business profession, so I went back to school and went to law school. I graduated from law school and wound up practicing as a contract attorney in the sports field. I was an NBA player agent for about 4 years, and then left that field and went into the practice that I'm in now, which is CX Outsourcing, and I've been in that space for the remainder of my career - 26 years total. As Chief Customer Officer, I oversee the end-to-end go-to-market process. My team is comprised of business development, account executives, customer success, and all lead generation. My day is consistently different, and that's probably one of the most fun parts about my day - I never have the same day twice. What I love most about my career is the ability to deliver great customer experiences to our customers. One of my most notable professional achievements is probably the fact that I get to mentor my teams consistently.

Her Interview

Ten minutes with Amy

01What do you attribute your success to?

I think a lot of those characteristics - a lack of intimidation, the confidence that I know my skills. I think that having age and seasonality behind me has also given me a level of confidence that I didn't have in my youthful years. Looking back on that, I would have told my younger self you're just as smart as I am now, I just didn't have the same self-confidence. Enter the room the same way. The confidence that I know my skills, the lack of intimidation, and the experience I've gained over the years have all contributed to my success.

02What’s the best career advice you’ve ever received?

Be authentic. That's the best career advice I've ever received - to be authentic in everything I do.

03What advice would you give to young women entering your industry?

Use your voice. Don't be intimidated. Throughout your career, the amount of obstacles that you will come across is not indifferent to what anyone else encounters. Just do it. Embrace the fear. Embrace the unknown. Be confident in your skills and your power, and use your voice. Don't let intimidation hold you back - you have just as much to offer as anyone else in the room.

04What are the biggest challenges or opportunities in your field right now?

I think that the CX space is constantly evolving. There's always new channels to handle a customer in. We started in voice, then we added chat, then we added text, then we added every different channel that you could imagine, including self-service and all of the other things. So it's really exciting that we get to stay in a space that is always innovating and evolving. It's always great to have to keep the customer in front and center, right? Our industry does not evolve without thinking about a customer first. And so it's really one of the greatest things that I love about my seat at the table - is that I don't do anything without saying but the customer.

05What values are most important to you in your work and personal life?

Honesty and transparency are critical to me. Coming to work as yourself every single day is essential. Being very energetic, having a core sense of morals that you operate within, being ethical every day within who you are and how you want to come to work, and making sure that you stand centered in that and how you operate - not just in the company that you operate within, but within the customer framework that you operate within as well. These values guide everything I do.

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