Dr. Tiffany Cotterman

As Vice President of Customer Experience, Dr. Tiffany Cotterman leads with a clear purpose: to ensure every client and customer receives an exceptional, effortless experience built on trust, care, and excellence. Her approach to leadership is rooted in meaningful relationships—where transparency, consistency, and collaboration set the foundation for long-term success.

With over 25 years of experience advancing adult learning and performance, Tiffany brings a distinctive blend of strategic insight and human-centered design to every aspect of the customer journey. She is passionate about building service environments that are not only operationally sound, but emotionally intelligent—where empowered employees translate into brand-loyal customers.

Tiffany is known across the BPO industry for creating high-impact learning programs grounded in the latest brain science. Her research into instructional delivery methods that support the basic psychological needs of adult learners—particularly in high-performance, fast-paced environments—has received high recognition, including a nomination for Best in Research. Her work continues to shape how learning and development functions as a core driver of business outcomes and customer satisfaction.

A trusted advisor and systems thinker, Tiffany integrates performance gap analyses as a routine practice—regardless of current performance levels—to sustain and elevate excellence across the organization. Her proactive approach identifies both visible and hidden opportunities for growth, ensuring that every initiative, whether addressing internal processes or enhancing the customer journey, contributes to a seamless, high-quality experience for all stakeholders.

At the heart of her leadership is a belief that trust fuels transformation. By fostering a culture where people feel supported, challenged, and valued, Tiffany creates space for innovation to flourish and service excellence to become the standard—not the exception.