From Contact Centres to Customer Centricity: Tracy Kellaway on Empathy, Voice of the Customer and AI
Wed Dec 17 2025
In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Tracy Kellaway, Executive Director of Consumer Care Operations at the Estée Lauder Companies.
Tracy began by sharing her extensive and diverse journey in customer service with leading retail, financial services and utility brands and how that has been so instrumental in her empathetic approach to her role with Estée Lauder.
She took us through the evolution of customer service and contact centres, the changes she has seen, especially the growth of technology and the ever-changing customer expectations.
Tracy emphasised that the significant focus on the voice of the customer and the improvements made by companies that really listen, has been one of the most important elements in improving customer experiences.
She concluded by saying that AI will continue to play a key role in supporting advisors and applications such as agent assist, summarisation and transcription making the biggest impact currently.
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In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Tracy Kellaway, Executive Director of Consumer Care Operations at the Estée Lauder Companies. Tracy began by sharing her extensive and diverse journey in customer service with leading retail, financial services and utility brands and how that has been so instrumental in her empathetic approach to her role with Estée Lauder. She took us through the evolution of customer service and contact centres, the changes she has seen, especially the growth of technology and the ever-changing customer expectations. Tracy emphasised that the significant focus on the voice of the customer and the improvements made by companies that really listen, has been one of the most important elements in improving customer experiences. She concluded by saying that AI will continue to play a key role in supporting advisors and applications such as agent assist, summarisation and transcription making the biggest impact currently.