Shana Hafterson

Head of AMER CX Channel

Shana Hafterson is the Head of Americas CX Channel at Zoom, where she expertly bridges the gap between employee and customer experience through cutting-edge channel strategies and customer-centric technology solutions. She brings a wealth of experience from leadership roles at Five9 and other leading CX technology providers, driving innovation in how companies deliver seamless, technology-enhanced support. Passionate about balancing human connection with technological advancement, she champions open communication, cross-functional collaboration, and the integration of AI to empower both teams, customers, and partners.

Panel Details

CX strategies have the power to transform growth, retention, and employee satisfaction, but only if they’re executed flawlessly. In CX in Motion: Delivering Results Through Execution, Integration & Alignment, Shana Hafterson joins fellow leaders to share real-world stories about where CX transformations succeed and where they stall. From vendor coordination to system integration and team adoption, this panel will uncover the friction points that hold organizations back and reveal how the right alignment between operations and customer-facing teams can deliver results that truly last. Click through to explore the full session and see how to make your CX strategy stick.

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