Paula Kennedy Garcia has a robust 25-year industry career in CX and, in her current role as EVP Innovation and Product Strategy, she is leading the charge for next-generation solutions and transformation for IntouchCX, where the R&D at IntouchNXT focuses on leading from the future, to revolutionize experiences across all CX and Trust and Safety pathways. Paula's impact on the CX industry has been cemented multiple industry innovation awards for new emerging business solutions, product and practice design and transformational change in global CX, including 2022 Innovator of the Year Golden Bridge Winner and 2023 Innovation Titan Winner and writes for the Forbes Technology Council.