HighPoint Adds CX Leader to Accelerate Federal Contact Center Transformation Efforts

Herndon, VA – April 15, 2021 – HighPoint, a provider of IT and customer experience services for government agencies, welcomes Stacey Au, Customer Experience (CX) Program Manager,
to drive CX transformation. Au will support the company’s clients with implementing omni-channel, emerging technologies such as AI, and industry best practices to improve contact center operations and drive transformation for better citizen services.

Au brings more than 25 years of experience as a senior-level customer experience and contact center leader. From start-ups to large-scale contact center operations, Au has implemented CX strategies across federal and commercial organizations.

Prior to joining HighPoint, Au held senior contact center leadership and CX roles at Lockheed Martin on behalf of the National Cancer Institute’s Cancer Information Service and at GC Services, Inc., overseeing all facets of MCI/WorldCom’s flagship contact center. She has also worked for The Select Group, Blackboard, Inc., and the U.S. Department of Commerce. Stacey has a history of developing programs and practices that support meaningful interactions and programs that exceed customer and employee expectations.

“Stacey brings a passion for customer experience and reinforces our commitment to help agencies drive CX and contact center transformation,” said Scott Willis, HighPoint chief operating officer. Au will drive efforts related to HighPoint’s GSA Centers of Excellence (CoE) Discovery Blanket Purchase Agreement (BPA) for Contact Centers, which supports contact center transformation to improve citizen experiences and create operational efficiencies at customer-facing agencies.

“I am excited to join HighPoint to drive positive customer experiences and improve operational efficiencies for our clients and their citizens,” said Au. “Every customer interaction matters, and I look forward to implementing strategies and transformations that will truly make those moments count.”

Au holds a B.A. and an M.A. from Ohio University, where her studies in linguistic theory and interpersonal and organizational communication have been instrumental in shaping her understanding of human communication needs and aid in her practice of creating and improving programs that meet and exceed customer needs.

About HighPoint
HighPoint helps government agencies elevate experiences. From contact centers and training to agile development and data services, our team works with government agencies to more efficiently integrate the people, processes and technology that help government deliver on the needs of citizens and employees. HighPoint delivers services for 13 government clients including the Centers for Medicare and Medicaid Services, Office of the Comptroller of Currency, Department of State, Defense Logistics Agency and Department of Housing and Urban Development.
HighPoint is a privately held company with across offices in Indianapolis, Indiana; Baltimore, Maryland; and Herndon, Virginia. Learn more at www.highpointglobal.com.