Mike Tripp, ResultsCX - Contact Center Leader of the Year

ResultsCX is a leading provider of transformational Customer Experience Management (CXM) solutions to 130+ global brands, including Fortune 100 and FTSE 250 companies. For 30+ years, we have been driving superior customer and business outcomes for brands across Healthcare, Media, Telecom, Fast Growth technology, Retail, Banking and Financial Services, and other industries globally.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

When Mike Tripp joined ResultsCX in 2019 as Senior Vice President, the organization was navigating significant complexity and change. Through multiple COO transitions, reorganizations, and acquisitions, Mike became the constant-with his unwavering message, clear expectations, and uncompromising integrity. His servant-leadership approach inspires deep trust across the enterprise, aligning leaders around a shared purpose and driving extraordinary results.

Across 25,000+ employees, 75+ clients, and hundreds of lines of business throughout the US and LATAM, Mike's disciplined operating cadence, empowerment of frontline leaders, and clarity of vision consistently deliver scalable performance. US attrition declined from over 8% to under 5.5% within three years, while client KPI attainment increased from 92% to more than 95%. In 2024, Training and Recruiting were added to his scope, enabling the unification of operations, talent, and development into a single high-performing engine.

Mike's influence goes beyond operational metrics. Through storytelling and his signature "Trippisms," his distinctive leadership style instills purpose and has driven eNPS from 19.5 to 34.1 over four years and GPTW scores from 74% to 78% over three years.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 2023, Mike has strengthened service delivery across regions, ensuring a minimum of 90% client KPI attainment measured weekly and 100% achievement of internal financial metrics. Despite client migration to lower-cost geographies, he sustained revenue through organic growth powered by exceptional performance and client trust. Mike's people-first mantra, "Take care of your employees, they'll take care of our clients", became a strategic operating principle-shaping safety, respect, and intentional communication.

Under his leadership, director-level summits became hubs of innovation, bringing Operations, HR, Workforce, Talent Acquisition, and Training together to create breakthrough programs.

• Supervisor Leadership Certification Program - promotes servant leadership and equips frontline supervisors with modern leadership skills.
• Coaching Sentiment Survey - provides real-time insights into coaching quality and engagement to prioritize employee wellbeing.
• Operations Manager Development Plan - a framework that ensures mid-level leaders receive targeted support to lead with confidence and empathy.
• Leading the ResultsCX Way - aligns modernization initiatives and operational rigor with a people-first philosophy.
• Red Zone Program: Identifies risk and opportunity and mobilizes enterprise resources to help global teams move from performance challenges to best-in-class results. Supports 30+ initiatives representing over $200M in annual revenue while reducing penalty exposure by $500K+.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Mike's achievements combine operational excellence with deep cultural transformation-a rare blend in the contact center industry. While many leaders focus solely on efficiency, Mike elevates people, capability, and connection, producing results that outperform historical performance and exceed industry norms for attrition, engagement, and KPI stability-even during periods of disruption.

Through every restructuring and organizational change, Mike remained transparent, steady, and anchored in servant leadership. He creates 'bridges to change,' ensuring leaders understand the why, what, and how, reducing uncertainty and accelerating adoption. His integrity, trustworthiness, and willingness to roll up his sleeves distinguish him from peers.

Mike's influence is also uniquely memorable. Through messages like "Be the river, the water always finds a path through any obstacle" and "High water hides the stumps, so watch for those and always do the right thing" he delivers wisdom that sticks and shapes decision-making.

What sets Mike apart is his ability to lead from the front with both rigor and heart. He moves beyond compliance to inspire alignment and elevate performance. Through empathetic support, he develops people in ways that strengthen teams and builds a culture that drives higher industry standards.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

1. Testimonials
2. Results of survey - MyVoice (Internal) and GPTW (External)