Donna Lightfoot — one-page executive overview.
A printable executive brief for recruiters, hiring executives, board members, and conference organizers.
Executive leader with 15+ years driving operational transformation across healthcare, enterprise software, retail, and contact centers. Author of The Ownership Gap™ and creator of the Operational Intelligence™ framework — combining Product Marketing, Competitive Intelligence, Workforce Strategy, Customer Experience, and Enterprise Operations to align AI and operations to measurable business outcomes.
- 179% WFM revenue growth supported at Playvox/NICE
- $200K+ documented workforce savings across enterprise
- 3,677 annual overtime hours eliminated (Aetna/CVS)
- 37% labor reduction and 64% abandonment reduction (Walmart)
- Enterprise WFM implementations across four departments
- Competitive Intelligence scaled from <10 to ~200 competitors
AI should reduce friction, not automate inefficiency. Workforce metrics should measure outcomes, not activity. CX is an operational discipline. Accountability is the foundation of execution — if no one owns the outcome, no one is accountable when it breaks.
- Operational Intelligence™ for the AI Era
- AI Readiness & Governance
- Healthcare Workflow Automation
- Outcome-Based Workforce Management
- Competitive Intelligence at Scale
- Future of Contact Centers