Tewana Ramseur

Tewana Ramseur, Vice President of Customer Experience at Bath Saver, approaches CX as an operating problem before it becomes a customer-facing one. Her view is that better service comes from examining the systems frontline workers use, finding where effort is being wasted, and redesigning the work so both employees and customers have a clearer path to an outcome.

For Ramseur, missed after-hours demand, unnecessary handoffs, poor routing, and complicated post-sale processes are all signs that the organization is making the interaction harder than it needs to be. Her work has focused on removing those obstacles, helping Bath Saver reach a point where 91% of service calls are scheduled or resolved in a single interaction.

She brings the same philosophy to how employees are managed. Quality assurance, in Ramseur’s model, shouldn’t only produce a score, but also help people understand what happened in an interaction and make a better decision the next time.

Ramseur sees little reason to separate customer experience from commercial performance. Her background in pre-sales contact centers has given her a close view of how the two reinforce each other. When customers reach the right person, encounter fewer obstacles, and get their needs understood sooner, the experience improves while the business becomes more effective. Better CX and better economics can be consequences of the same operational choices.

Ramseur has worked through years of contact center modernization, and finds that technology can reduce missed opportunities, eliminate avoidable handoffs, surface better information, and give employees a clearer view of the customer in front of them.

As CX teams gain access to more automation and AI, the opportunity, in her view, isn’t simply to layer new technology onto an existing operation, but to rethink the work underneath the experience first, then use technology where it can make that work easier and employees more effective.