Carolyn Muise currently serves as senior vice president of NCR’s Global Customer Operations and is executive vice president, Customer Support-designee for NCR Atleos.

In her current role, Carolyn engages with customers, partners and employees to drive quality, innovation and continuous improvements to our solutions, services and platform portfolio. Carolyn and her leadership team provide customers with a single NCR point of contact managing all aspects of customer relationships from sales to sustainability, creating a “One NCR” customer experience. She partners with her peers to drive continuous improvement into our engagement model, capabilities and go-to-market strategy that aligns with customer feedback through the Unified Net Promoter Score program.

Previously, Carolyn was the VP, Global Customer Success & Experience at NCR, and she served as the lead customer advocate to drive the customer experience strategy across Banking, Retail and Hospitality. When NCR implemented Net Promoter Score (NPS) as a key performance indicator (KPI) for customer experience, she utilized her customer-first mentality, technology, process and a dynamic team to improve customer satisfaction, retention and growth globally. NCR has received positive results for Banking NPS over the last three years with a 33-point increase and a 35% average score improvement year-over-year from 2019 to 2022.

Carolyn has more than 30 years of customer advocacy experience, previously serving as vice president at Dell/EMC, Voice of Customer Insights and Analytics. During that time, she led the effort to integrate the Customer Experience program across Dell/EMC post-merger, increased Net Promoter Score by 86% in three years, drove cost savings by leveraging Six Sigma methodology and developed an industry-recognized Customer Experience (CX) platform. Carolyn is a frequent driver of industry conversations about CX, having served as a speaker at many related industry events around the world.

She holds a Bachelor of Science degree in Engineering from Northeastern University and a Business Management degree from Bryant University. Carolyn resides in Boston, Massachusetts, with her husband and family.