Jean-Pierre Dumas is a veteran CX leader and founder of CX & Growth Strategies, LLC, where he helps companies stop treating their contact centers like cost centers and start running them like growth engines. With over two decades of hands-on experience leading large-scale operations, he’s built, rebuilt, and reimagined customer experience at some of the most recognized names in telecom, travel, and technology. From his early days on the phones to leading 5,000+ seat contact center teams and owning $500M+ P&Ls, Jean Pierre’s journey has been anything but typical. Along the way, he's developed a deep appreciation for what it really takes to build trust with customers and how to design systems that make it easier for frontline teams to do just that. His philosophy is simple: happy employees lead to happy customers, and happy customers lead to real, measurable business growth. J.P. is known for transforming underperforming teams, launching sales and retention initiatives that actually stick, and integrating AI and automation in ways that don’t kill the customer vibe. At companies like Comcast, Spectrum, Expedia, and Altice, he’s led efforts that improved early-life churn, boosted mobile sales, and modernized agent tools—without losing sight of the human element at the core of every customer interaction. He launched CX & Growth Strategies to take that operator’s mindset and apply it across industries, working with businesses that want to increase revenue, reduce churn, and build teams that actually care. Whether through executive coaching, workshops, or full-scale strategy and transformation efforts, J.P. meets clients where they are and helps them move fast. As a speaker, judge, and contributor in the customer experience community, J.P. brings a unique blend of straight talk, empathy, and real-world results to every room he enters. He’s been featured on podcasts, judged national awards, and built a growing audience around his “Confessions of a CX Executive” brand, where he dishes lessons from the trenches with humor and heart. As Chair of the Stevie Awards Customer Service & Contact Center Achievement Committee, J.P. is excited to spotlight those who are breaking the mold—leaders and teams who understand that great CX isn’t just good business; it’s what makes customers come back, tell their friends, and stick around when it matters most. When he’s not advising brands or trading insights with other CX nerds, you’ll find J.P. traveling, hitting the golf course, cheering for USC Football, or tracking down the perfect pair of Air Jordans. And yes, he packs them in a carry-on.

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