JV
WFM Achievers · 2026 Winner
Forecast Innovator of the Year
Joyce Ann Villamin
WFM Director · IntouchCX
Turned forecasting from how many customers call into why they call, with contact-driver analytics and an AI analyst.
Key highlights
- Built Contact Driver Analytics, explaining why customers call, not just how many
- Created “WFM Brain”, an AI analyst for the WFM team
- Automated an hourly contact-driver and AHT report
- Drove adoption of her tools by senior leaders
- Wrote the SOPs and WFM University training behind them
Judged by Samah Ezzat