Rebecca Jones
Chief operating officer of WestCX
Rebecca Jones is chief operating officer of WestCX. In her career of more than 25 years, she has held a broad range of operations executive roles focused on growing businesses, people, and profit margins. She also serves as a member of the board for the Families for Effective Autism Treatment (FEAT) of Louisville, Ky.
Articles by
Rebecca Jones
CX leaders are facing growing pressure to adopt intelligent systems, but scaling agentic AI requires a deliberate foundation rooted in structure, visibility, and governance.
Posted June 30, 2025
Successful generative AI integration for customer service requires a clear vision, practical use cases, andcontinual monitoring.
Posted January 08, 2024
Organizations that leverage conversational AI can navigate the shifting CX landscape by forging personalized connections and elevating customer loyalty.
Posted October 02, 2023
Amid tight labor markets and rising customer expectations, customer service departments are using AI-enabled tools to stay competitive.
Posted March 01, 2023