Vice President, Global Customer Experience
Talkdesk
Amy Williams is the Vice President of Global Customer Experience at Rocky Brands, Inc., where she leads the strategy and operations of Customer Financial Services and Customer Experience, overseeing more than $500 million in global trade receivables. During her 20 years with the company, she has held key leadership roles across financial services, customer service, and enterprise process improvement, driving initiatives that enhance customer satisfaction, accelerate revenue, and strengthen operational performance.
With deep expertise in contract negotiation, budget management, and cross-functional transformation, she has successfully led large teams, guided system implementations, and served as a strategic partner in audits, compliance, and technology-driven improvement efforts. She holds an MBA with specialties in IT Management and Global Operations and Supply Chain Management and a BBA in Marketing.
A committed community leader, she has served on the Ashland University Women in Leadership Advisory Board and the Rocky Community Improvement Fund Board. Amy brings a results-oriented, customer-focused perspective to every stage—and is passionate about developing teams and processes that drive lasting business impact.
Sunday Jan 11
9:30am - 10:00am
Exhibitor Big Ideas Stage 1
Rocky Brands, a leader in footwear and apparel, faced the challenge of supporting multiple retail brands and channels while keeping pace with rising customer expectations. In this session, discover how Rocky Brands transformed its customer experience by modernizing service operations with Talkdesk. Through AI-driven automation, omnichannel engagement, and seamless integrations, the company significantly reduced abandonment rates, improved efficiency, and delivered faster, more personalized support. Attendees will learn how Rocky Brands automated 40% of chatbot interactions, empowered agents with real-time insights, and maintained a consistent, high-quality brand experience across voice, chat, and digital channels. This case study will showcase practical strategies for scaling support across multiple brands, reducing operational complexity, and achieving measurable results in customer satisfaction and efficiency. Join us to see how Rocky Brands turned customer service into a growth driver - and gain takeaways you can apply to your own retail transformation journey.
