About Alice

Alice Sesay Pope is a transformational customer experience (CX) and operations executive with more than 20 years of global leadership across Fortune 100 financial services, retail, and technology organizations. She is widely recognized for designing and scaling next-generation CX ecosystems powered by generative AI, automation, and data-driven insights. Alice has led global customer support organizations of 10,000+ professionals, delivering double-digit revenue growth, hundreds of millions in cost savings, and measurable improvements in key CX metrics such as Net Promoter Score (NPS), first-contact resolution, and customer effort. Her work sits at the intersection of human-centered design and advanced technology, where she has successfully implemented AI-driven support models that elevate both customer satisfaction and operational efficiency.

As Global Vice President of Device, Digital, and Alexa Support at Amazon, Alice leads a vast global operation spanning over 100 countries and serving more than 140 million customers across a portfolio of 40+ products. She oversees a multi-billion-dollar budget while driving innovation through generative AI, intelligent automation, and workforce optimization strategies that fuel billion-dollar subscription growth. A recognized industry leader, Alice has received numerous honors including the Global Leader Award at TechHER@ Essence Fest (2024), the Technology All-Star Award (2024), and the Glenn L. Martin Medal (2022). Her leadership continues to shape the future of CX by blending cutting-edge AI capabilities with scalable, customer-first strategies.