CX Gurus

30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way

Episode Summary

With 30+ years and a Six Sigma backbone, Shellie Plymale has transformed contact centers across the globe. She joins Fred to talk vendor-agnostic strategy, omni-channel done right, and why EX and CX rise or fall together.

Episode Notes

Shellie Plymale, CEO of Plymale Enterprise Group, brings over 30 years of experience transforming contact center operations — from omni-channel strategy to performance optimization. With a Six Sigma background and APAC leadership on NICE CXone, she delivers high-impact, vendor-agnostic solutions.

In this episode:

• Shellie's origin story and 30-year path
• Applying Six Sigma discipline to CX and EX
• Omni-channel strategy that actually works
• Global and APAC consulting, including NICE CXone
• Why employee experience and customer experience rise or fall together