Deputy Divisional Director for Customer Contact Week, the world’s largest customer contact event series by Customer Management Practice, Amanda Caparelli expertly curates content that brings top executives together to shape the future of the industry.
Committed to building a community where thought leaders can connect through dialogue and collaboration, she creates intentional opportunities for professionals to showcase the work they’re most proud of. Here, Caparelli further defines career celebration—and how it honors her own growth and the work she does to innovate customer contact, today and tomorrow.
Shiwon Oh: What’s your personal definition of career excellence, and how do you strive to achieve it?
Amanda Caparelli: For me, career excellence is rooted in continuous development, constantly striving to become a better version of myself while setting a high bar for the work I deliver. It means approaching my career with a growth mindset, investing in self-improvement, and embracing the belief that there’s always something new to learn. In terms of ownership and accountability, I hold myself to high standards and aim to inspire the same level of excellence in the people I collaborate with, creating an environment where everyone feels motivated to stretch their capabilities.
Excellence also requires adaptability, especially in an industry that evolves as rapidly as ours does. I try to remain flexible, open-minded, and willing to step outside my comfort zone, because that’s often where the best ideas and the most meaningful growth happen. Maintaining a positive attitude helps me stay grounded, even when things are uncertain. Just as importantly, I believe excellence is amplified when you help others achieve it, too. Empowering and supporting those around me has been integral to my approach to leadership.
SO: At CCWomen, we believe that we can empower others by publicly empowering ourselves. How do you celebrate your achievements?
AC: I’ve learned that celebrating my achievements starts with taking the time to genuinely acknowledge them—both the big milestones and the small, quiet wins that come along the way.
My instinct is to stay humble and hope that others will notice my work on their own. However, I’ve realized it’s not other people’s responsibility to recognize my successes. It’s up to me to share them. That mindset shift has been important for me in honoring the effort and intention that go into my work. I’ll admit I’m still working to become more comfortable celebrating myself publicly each day. One thing that’s helped is reframing it as a team celebration, as long as I don’t minimize my individual contributions.
In summary: set small goals, savor the journey, and give yourself permission to celebrate without apology.
SO: You’ve produced some of the world’s largest customer contact events featuring industry giants and influential figures. Looking back, what career milestones are you most proud of?
AC: Looking back, some of my proudest career milestones are the ones I never imagined achieving. This was my first job out of college, so every achievement has felt significant. But the moments that stand out the most are the ones that pushed me outside my comfort zone: from strategizing on a weekly Zoom call with C-suite executives, to getting on stage to speak in front of hundreds of people, to leading team-wide strategy meetings. These are things I never pictured myself doing so early in my career, and yet they’ve become some of the most defining experiences of my professional growth.
I’m especially proud of how much I’ve grown as a leader. Learning how to collaborate effectively and contribute to a positive, high-performing team culture has been incredibly meaningful. Of course, producing some of the world’s largest customer contact events has been a milestone in itself. Seeing months of strategic planning, content development, and decision-making come together over the course of just a few days feels like placing a beautiful period at the end of a very long sentence. Each event is a reminder of how far I’ve come and how grateful I am to work with a team that continuously pushes me to stretch, evolve, and step confidently into new opportunities.
SO: A large part of your job is bringing future-forward executives together to guide the rest of the industry through a competitive landscape. What has been the impact of nurturing such a space where leaders can exchange high-level knowledge and insights?
AC: Bringing future-focused executives together allows competitive pressures to take a back seat to collaboration, honesty, and shared learning. Over the years, it’s been incredibly rewarding to curate content, create a space to spark those conversations, and see leaders walk away with clarity, inspiration, and new strategies they can bring back to their organizations.
What stays with me most, though, are the smaller moments—the emerging speaker who gains confidence telling their story, the attendee who shares that a session shifted their perspective, or the connections formed that outlast the event itself. These interactions compound over time, strengthening a community that’s navigating complex change. Fostering an environment where leaders feel supported and energized is truly meaningful, and it’s one of the most impactful parts of the work I do.
AC: One of the most valuable skills for women who want to excel in this space is the ability to stay deeply connected to what’s happening in the industry. The landscape is shifting quickly. Keeping up with emerging trends, ongoing challenges, and innovations helps ensure your content stays timely and relevant.
Cultivating an open mindset is equally important. Thought leadership thrives on fresh ideas, and the best curators are those who welcome new perspectives, challenge their own assumptions, and remain curious about how different approaches can spark better conversations and outcomes.
Building strong relationships across the industry (and even outside of it) also plays a huge role. When you invest in authentic connections, you gain insight into what leaders are actually grappling with and bring a more nuanced, well-rounded perspective to the content you develop. Together, these skills create a foundation that allows us to shape more meaningful dialogue and drive forward-looking conversations in any field.
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