EPISODE 4

From Call Center to Corporate Strategy: 25 Years in CX

In this episode, we're thrilled to present an engaging conversation with Tatyana Ngai, Assistant Vice President, Business Program Office - Customer Service & Operations (CS&O) at AT&T. Join us as we uncover the pivotal moments and invaluable wisdom that have shaped Tatyana's exceptional career journey in the CX and telecom industry.

From starting in customer-facing roles to navigating through technical positions and ultimately embracing a key corporate strategy role at AT&T, Tatyana emphasizes the significance of continuous growth and flexibility in carving out a successful career path.

Throughout our discussion, she provides compelling insights into breaking organizational silos, drawing from her experiences during a crisis like Hurricane Katrina and illuminating the transformative power of collaboration across organizations.

Tatyana Ngai
Assistant Vice President, Business Program Office - Customer Service & Operations (CS&O)
AT&T

Tatyana Ngai is responsible for leading multimillion-dollar Business CX transformation programs from ideation to enablement and managing workforce strategy for Operations through vendor optimization and implementation. She also chairs the executive Integrated Project Launch Readiness forum at AT&T.

Tatyana Ngai has been working in the industry for 25 years. She joined what was then Pacific Bell in 1998 through the Leadership Development Program, where she started as a Coach Manager in the Call Center organization, servicing emerging products & services. Since then, Tatyana has held various positions in the business sector of the new AT&T, including Transformation Strategy, Vendor Management, Delivery & Assurance Operations, Service & Life Cycle Management, Call Center Management, Project Management, and Product Integration.

Prior to joining AT&T, Tatyana also worked in the hospitality industry. She has an MBA from the University of Southern California and a BA from UCLA. Tatyana is PMP certified and has her Six Sigma Green Belt.

Chad McDaniel
President
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.

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