Customer Centricity World Series

Scoring of Entries

The purpose of the ARCET Global scoring model and criteria is to ensure that business stories, teams and leaders are scored accurately, effectively and independently. Giving both entrants and judges confidence that the winners are deserving.

Our scoring model, which has been constantly updated based on both Judge and Entrant feedback, is endorsed by the University of Westminster and has been certified by Customer Institute. Giving you confidence that all entries will be evaluated in a vigorous and thorough manner.

The University of Westminster is founded on the principle of supporting entrepreneurs and entrepreneurial endeavours, which echoes ARCET Global’s commitment to improve businesses around the world.

Customer Institutes mission is to be the go-to source for B2B, B2C, and public-sector organizations to excel through customer centricity. A goal that exemplifies our commitment to furthering the practice of Customer Experience.

We are delighted to collaborate with both the University of Westminster and Customer Institute.

Awards Scoring Method Certified by the Customer Institute

Each criteria scored 1-10 (10 being the highest score)

After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.

Scores are aggregated and given a percentage.

Finalists who score within 3% of the highest marks of that category will be winners.

Judging Panel

Meet the judges who will be bringing their industry knowledge and category specific skillsets to assess the entrants. Each judge has been invited to take part in the world series after their exemplary performance at the regional awards. To ensure impartiality and all judges sign a confidentiality agreement. Judges are selected based on their business experience and qualifications. Each panel has a cross section of experts to ensure the evaluation is thorough.

Interested in becoming a judge? Apply to judge, your profile could be on display below.

Graham Shapiro

Chairman of Judges - CEO, GSD
Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. Entrepreneur in Residence and on the advisory board for The Business Research Institute at The University of Chester. Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®.

Alexander de Groot

VP Marketing Procurement
Alex guides business leaders with their strategy-programs, from ideation to execution by selecting the right partner and develop and maintain accordingly, for their program in the areas of CX, DX, D2C, Marketing and Procurement.

Ankesh Agarwal

Senior Manager - CX Strategy, VoC and Continuous Improvement, Majid Al Futtaim
Ankesh is a seasoned CX practitioner with passion towards creating memorable customer experiences via consumer understanding, digital transformation and organization alignment. He has a rich 15-year experience managing CX advisory, CRM, E-comm and Insights engagements across the Middle East and Indian sub-continent. He brings in a holistic perspective on CX consulting, client-side understanding, entrepreneurial zeal and stakeholder management to his client engagements.

Barry O'Shea

Customer Experience & Transformation Manager, BT Ireland
At BT Ireland, Barry leads Customer Experience and Transformation. A seasoned manager working in the IT Services industry for over twenty years, delivering solutions for domestic and multi-national customers. Extensive experience in operations, customer experience and transformation. Barry drives a customer centric approach across all functions, enhancing the employees and customers experience, which strengthens internal and external relationships.

Betül Yılmaz

Partner, Elephant
Betül is partner of Elephant - customer experience and strategy design consulting firm. She is Certified Customer Experience Professional (CCXP) focused on customer experience management and design. Her passion is teaching clients where there is a will there is a way and discovering the right path reach magical corporate rewards. Prior to Elephant she has more than 15 years of professional experience in financial sector and she has taken various positions in multiple countries leading the marketing and customer experience teams.

Bob Azman

Founder & CXO, Innovative CX Solutions
Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.

Claire Boscq

Customer and Employee Experience Keynote Speaker, BizShui Creator
Claire Boscq is the No1 woman on the Global customer experience gurus list with three decades of expertise, Claire, is an authority in the customer experience industry.   International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.   Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.  

Dana Hyatt

Customer Experience Principal, CCXP, Slalom
Dana Hyatt is Customer Experience Principal at Slalom, partnering with organizations to achieve sustainable growth through the customers' lens. Her deep expertise in collaborating cross-functionally to turn insights into business impacts comes from her unique industry experience leading both field and corporate-based Sales, Operations, Training, Data Integration, Account Management, Marketing Insights and Customer Experience teams at companies such as Neiman Marcus, Citi, Acxiom, Gucci, Alltel, Zale Corporation, Gold's Gym International, Accor North America, ADT, Southwest Airlines, and Thomson Reuters.

Elena Coronado

Group Head of Customer Care, Fortuna Entertainment Group
Elena, a seasoned Customer Experience Professional, with over 18 years of experience in Operations, Customer Service and Customer Experience domain. Currently, the Head of Customer Care of Fortuna Entertainment Group Elena has Implemented different projects using a wide array of approaches such as Lean process improvement, RPA, and Digital Transformation While Customer Experience is indeed her passion, her professional inclination extends to leadership; with excellent talent management, identifying, developing, and growing Talent within the organization.

Erin Wallace

Commercial Director, NPSx, Bain & Company
Erin Wallace, CCXP, is an inspirational Customer Experience leader, skilled in activating people to create better customer outcomes. She has developed customer centric strategies, managed global Voice of Customer programs and stood up new CX teams in her tenure at top global brands including John Deere and BASF, and serves as a coach & mentor to new CX leader.

Gregorio Uglioni

Head Business Transformation, CX Goalkeeper
Gregorio Uglioni, Head Business Transformation, CX Goalkeeper Thanks to his strong leadership skills, Gregorio has successfully led several transformation programs achieving great results, creating a positive customer impact while relentlessly nurturing a positive innovation culture. His cross-industry engagement for the development of the customer experience discipline (e.g., with his podcast “the CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-sellers “Customer Experience 3” and “Customer Experience 4”) and his in-depth know-how allowed him to be recognized and awarded several time in Customer Experience Community. Gregorio is heading the Business Transformation at the cantonal hospital of Winterthur.

Howard Lax

Principal Director, Customer Experience Consulting, Forsta
A CX industry leader with hands-on client-side and consulting experience, Howard is a 25+ year CX veteran focusing on applied solutions to CX challenges. His passion is helping clients define their challenges, forge a program to collect the necessary data and working with them to understand the results and implement change. Howard is all about partnering with clients to understand how the customer and employee experience drive behaviors and business results and how to measure and prioritize actions to improve the experience.

Imad Hazeem

Customers' Delight Expert
Imad Hazeem is Customers’ Delight Expert, a highly accomplished 18 years of success working within banking, consulting, events management, training, insurance. He provides different service sectors with customer service experience training to improve companies’ employees’ skills while implementing innovative and interactive training and coaching for more than 6,000 employees in Arab region. Imad is the first Palestinian Accredited Customer Experience Specialist – ACXS – from CX Rockstar, James Dodkins, and Customer Experience Specialist from CX University. Imad was one of panelist of 17 Customer Experience specialists around the world to choose (CX Stars) the top of the customer experience professional and influencers in UK.

Jacek Wieczorkowski

Head of Customer Experience Team, Santander Consumer Bank s.a.
Jacek has been associated with the banking sector since 2004. He creates and supports activities aimed at providing clients with positive experiences in all touchpoints with Santander Consumer Bank. He is responsible for the quality of customer service, internal communication and development of employee competences.

James Scutt

Principal XM Catalyst, Qualtrics XM Institute
Recognised as one of Europe's leading Experience Management (XM) experts, James is a Customer Experience strategist and Business Transformation expert with a unique, high value add proposition. A Non-executive Director, Committee Chair and keynote speaker, James is a Principal Experience Management (XM) Catalyst with the Qualtrics XM Institute and the founder of the family of brands.

Jerry Angrave

Customer & Passenger Experience Director, Empathyce
Jerry is founder and CX Director at Empathyce. He has a background of in-house corporate CX roles and is now a consultant and coach. Jerry is a Certified Customer Experience Professional (CCXP) and an officially authorised trainer for the accreditation.

Katherine Buttler

Head of Product North America & CX Strategy Service, ThoughtWorks
Katherine Buttler is a CX leader, strategist and storyteller, with 23 years of digital consulting experience with Fortune 100 clients in numerous industries. She is Head of Product, NA, for ThoughtWorks, and leads the CX Strategy service for North America.

Kristin Flaherty

CX Senior Manager, Canon Medical Informatics
Kristin Flaherty leads Customer Experience at Canon Medical Healthcare IT. Kristin’s focus is on aligning and guiding the organization to create exceptional and differentiating experiences for their customers. Kristin leads with a strong commitment to driving change that delivers business and customer value.

Lama AlShanti

CX and digital transformation head of department. PALTEL
Speaker/ Judge in Customer/ employees Experience, Innovation and digital transformation expert with deep knowledge of business processes and planning. Head of Human resources and Digital employees experience at Palestine telecommunications company. Experienced Strategic Sales Manager with a demonstrated history of working in the telecommunications industry. Skilled in Negotiation, Business Planning, Operations Management, leading teams. Obtained a BC focused in Electrical Engineering and an EMBA from BZU. Working on a Ph.D. dissertation in customer experience and digital transformation.

Lawrence Levinson

Director & GM, Wave HQ
Lawrence is an accomplished executive leader with 20 years of multinational experience across B2B/B2C cultures and industries. He has driven top-line growth & ROI through Business & Strategic Development, Customer Experience, Sales, Loyalty and Marketing in Startup, Fortune 100 & Forbes Global 2000 companies. A Certified Customer Experience Professional (CCXP), Master of Applied Science & Management, Professional Biologist and Mastering Design Thinking alum from MIT Sloan, Lawrence is the current President & Chair of CXPA Toronto, and sits on advisory Boards for CSPN and Corinium Global Intelligence.

Mary Drumond

CMO, Worthix
Mary Drumond is CMO at Worthix and host of the Voices of CX Podcast. She has a passion for consumer behavior and extensive experience in Customer Experience. Mary currently serves as a board member for UGA’s MMR Program, CX Board for Officium Labs, and co-chair of Latinas in Tech-ATL.

Michael Brandt

Founder & Senior Consultant, CX-Excellence
Michael is a CX Strategist with many years’ experience implementing CX programs in global multi-cultural organisations. He was responsible for Process Excellence in Customer Care across ABB’s worldwide network from 2012 – 2019. He was President of a Joint-Venture company in Japan from 2000-2007 with B2B experience across the APAC region.

Natalia Denisova

Head of Customer Service, EssilorLuxottica
Natalia has more than 20 years of experience in customer service and CX, employee training, creation of KPIs and effective management of call centers in retail, banking, insurance and medical business. Her strength lies in her ability to create customer service from scratch, make it efficient and make it bring customer satisfaction and profit.

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia, СXPA member, loyalty measurement and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., keynote speaker and СХ blogger

Pavol Mikolaj

Customer Experience & IT Process Manager, Business Lease
Pavol believes that best Customer experience needs to start with best Employee experience. He, as a Customer Experience and IT process manager in Business Lease Slovakia, always looking for innovative solutions for external and internal customers. His background is from FMCG, IT and now in mobility solutions field.

Phil Wright

VP of Client Engagement, QuaXigma
Phil is the VP of Client Engagement, QuaXigma. He has had more than 30 years of experience and has held leadership positions in Product Development, Quality, Lean Six Sigma, and Customer Experience. He holds a Bachelor’s and Master of Engineering degree, has 26 US patents, and is certified in Lean/Six Sigma, NPS, and Customer Experience.

Rick Denton

Managing Principal - Customer Experience, Voice of the Customer, Employee Engagement, Operations, EX4CX
Rick helps customer-focused clients increase revenue by showing how to listen to customers & start delivering great experiences for every customer, every time. Hosts the CX Passport podcast. Rick believes the best meals are served outside and require a passport.

Dr Russell Gillespie

Senior Manager EMEA, LATAM Process Improvement, Johnson Controls
Russell is a senior leader with a wealth of international experience in building commercial excellence and using customer experience as a guiding strategy. Russell breaks down silos and maximises the power of culture as an enabler. He is skilled in identifying the on-the-ground challenges that organisations and their staff face, and sparking transformations that drive value creation. His current mission is supporting Johnson Controls’ transformation of the way it delivers value to its customers.

Santhakumaran Atmalingam

Founder/CEO, CX Expert Asia
Santha is a Customer Experience (CX) thought leader, keynote speaker, and an industry leader for CX coaching and consulting in South East Asia. He has vast experience in advising MNC and Government Agencies on CX Transformation.

Stefan Osthaus

CEO - Experience5
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.

Tom DeWitt

Director, CXM@MSU
Tom is the founder and Director of CXM@MSU (Michigan State University), an entity created to advance the field of customer experience management. With over 30 years as a CX practitioner and consultant, Tom has worked tirelessly in helping to create customer-centric organizations.

Alec Dalton

Managing Partner, Hospitality Leadership Academy
Alec Dalton inspires exceptional experiences using service science. Leveraging over a decade of experience in the hospitality industry, Alec is a Co-Founder and Partner of the Hospitality Leadership Academy. The consultancy supports brand names and boutique businesses alike with service-oriented customer experience strategy and training. He proudly serves as an Advisory Board Member for HorizonCX, in addition to being a member of the Board of Directors for the Customer Institute. Alec's publications include co-authorship of the textbook Operations Management in the Hospitality Industry and the first two international best-sellers in the series Customer Experience.

Ana Brant

Vice President, Customer Experience & Loyalty, Wynn Las Vegas and Encore
Dr. Ana Brant is a visionary brand strategist, customer-centricity expert, researcher, lecturer, and published author in the art and science of turning discerning, global customers into hard-core fans. Earlier in her career, she held various positions within Dorchester Collection, The Ritz-Carlton and The Walt Disney World. Brant earned her Doctor of Business Administration degree at Pepperdine Graziadio Business School.

Azlan Raj

Chief Marketing Officer, Merkle
Azlan is the EMEA CMO for Merkle and dentsu’s customer experience management service line. His role spans all capabilities across commerce, data and technology platforms, analytics, media, customer experience and content. He is responsible for continually evolving Merkle and dentsu’s leading digital and data capabilities across the region to drive customer experience transformation for clients.

Benson Mukandiwa

Customer Service & CX Expert, Service Quality Institute
Benson Mukandiwa (CMgr FCMI-FIML) is a multiple Award Winning Chartered Fellow & Manager. An erudite scholar and global citizen acknowledged by a coterie of affiliates and professionals as Customer Service - CX Consultant, Business Analyst, Author-preneur, International Speaker, and Researcher in Customer Management. An astute think tank with fifteen years plus management expertise majoring in Brand Experience; Customer Experience; Employee Experience and Product Experience. He focuses on helping organizations improve their culture, strategy, marketing, interaction design, and customer-centric leadership practices.

Brian Dennis

Global Head of Retail Strategy, TruRating
Brian is the Global Head of Retail Strategy for TruRating and a best selling author on customer experience. He is a respected thought leader in the CX space and will be an incredible addition to the judging panel.

Charlotte Barnett

DFS Global Voice of the Customer Sr Manager, Dell Technologies
Charlotte is a passionate customer experience leader at Dell Financial Services (DFS), with a key focus to understand customer expectations and needs during their end to end journey. She finds it important to partner with other DFS leaders to drive CX excellence throughout her organization.

Clive Hilton

Director, ZEST Consulting Ltd
Clive is a dynamic, results driven, senior executive with over 25 years' global experience, delivering at a strategic, commercial and operational level. He is passionate about Customer Experience, IT/Organisation Transformation and fostering the conditions and culture for people/teams to flourish.

David Savage

Strategist/ Facilitator / Owner, TEoC - The Experience of Customers
David Savage is Owner/ Strategist of TEoC (The Experience of Customers) in the Netherlands. He is a Certified Service Excellence Assessor focused on creating positive, memorable and sustainable customer experiences driven by customer centric cultures throughout Europe and North America.

Elly Domene

Global Vice President of Customer Success Mangata Networks
Elly Domene is a certified customer experience professional, multiple CX award winner, and a globally recognized thought leader in B2B customer experience strategy, human centered design, customer success enablement and transformation.

Faran Niaz

Customer Experience Specialist
Highly experienced Customer Experience & Digital Transformation specialist. Change Management Expert with over 25 years of experience in Banking / Financial Services including successful establishment and running of Alternate Channels, Call Centers, Customer Service Units, Complaint Resolution Units & Quality setups for Citibank, Mashreq Bank & Abu Dhabi Islamic Bank. Global Customer Experience Judge and speaker on various platforms as an industry expert. Faran has led ADIB win ‘Best Bank in Customer Experience’ in UAE for last 7 consecutive years. An achievement of un-parallel proportions. Faran is also a talented and an Award winning photographer. His photographs have been exhibited in UAE, Thailand and Italy.

Gustavo Morales

Director of Engineering, Toptal
A professional leader that brings his drive, energy, and passion to connect the best and brightest in technology with top organizations around the world in order to support companies' digital transformation. He has vast experience working for top companies in the world with a wide range of technology stacks. Gustavo has Implemented many SaaS cloud computing solutions for major airlines in the Americas and delivered a dozen of eCommerce solutions for top retailers’ companies in the United States. Last but not least, Gustavo has participated as Judge and Chair Judge in various international and prestigious events.

Ian Stokol

Head of Design Studio, Digital Foundry, Computershare
As a CXPA 2019 Impact Award Winner, Ian uses a blend of CXM, UXD, BE and PM skills working with organizations and leading teams to first understand customers and then plan, align, create and deliver award winning customer-centric experiences.

Ivan Kovačić

Head of Customer Operations, Hattrick-PSK
With over 13 years of experience in all things Customer Care related Ivan is a currently a Head of Customer Operations in PSK Croatia covering activities and responsibilities of Customer Care, Anti-Fraud and Payments teams. Since 2009 interested in topics related to Customers and the whole Customer Experience domain trying to bring customer centricity mentality to those around him. Currently holding the position of Head of Customer Operations (Covering Customer Care, Fraud and Payments) in PSK Croatia (which is a part of Fortuna Entertainment Group)

Jacque Lim

First Vice President, Group Head of Operational Excellence, Contact Centres, Group Technology and Operations, United Overseas Bank
Jacque is a Chartered Quality Professional with the Chartered Quality Institute (CQI) of London, recipient of the Global W.O.W Achievers award at the 8th World Women Leadership Congress (2021), selected as Judge for Customer Centricity World Series as well as Judge for Contact Centres World Top Performers. She has more than 18 years of expertise in curating customer experiences, loyalty program, people & vendor management, strategic management and operational profitability, ranging from financial, digital payments, aviation, loyalty programme, contact centers, travel medical and security across Asia Pacific and global markets.

Jan Uriga

Strategist, Inno8 s.r.o.
Jan believes in the value of science and magic of creativity/emotions that both serves for the good of humans. Have worked with value-adding leadership and transformation tools creating both top line and bottom line growth. By constantly challenging the way things are done he design and implement customer and employee experience strategies.

Joost Vossen

VP Global Customer Experience, Elsevier
Joost Vossen is Global Director of Customer Centricity in Elsevier. He is in-charge of a central team that supports all divisions in delivering seamless CX. As a T-shaped Marketing Leader, he focuses his career on Customer Engagement & Data Driven Marketing and has done so in Telecoms, Media, Truck Manufacturing and Publishing.

Dr Kevin Schaller

Senior Board Advisor
Dr. Kevin Schaller is an experienced crisis leader across a diverse array of environments including public, private, and nonprofit sectors. His doctoral research centers on board and executive crisis leadership, coupled with an enterprise risk governance advisory practice.

Krisztina Kanizsai, CCXP

Chief Design Officer, Zoosh, CXPA Hungary Network Leadership Team
Krisztina is an enthusiastic professional of Innovation, UX Research, Customer Experience, and Service Design. She has 15+ years of consultancy background in a variety of domains. Helping clients to innovate faster by creating revolutionary solutions that deliver increased customer and business value.

Lara Khouri

Founding Member, There is no spoon experience consulting & training
Following a very successful corporate career Lara, a "people person who gets process", began her mission to make our world a happier place through an approach to CX/EX training and consulting built on the values of "passion, positivity, and putting people first". Lara is a founding member of Women in CX, mentor, and certified Co-Active® Coach.

Margaret Millett

Global Resilience Senior Manager, Uber
Margaret J. Millett (MSBC, FBCI (Hon), MBCP) is an experienced, results-driven and forward-thinking Business Continuity Management (BCM) professional with demonstrated strategic thought leadership and management expertise. She has been actively involved in the BCM profession for 25+ years and worked for Fortune 300 companies.

Mary McDonagh

Senior Manager, Strategy & Implement, Customer Service, BT Ireland
At BT Ireland, Mary’s helps set and evolve the customer service strategy, deliver new initiatives and enhance the overall experience. Mary’s transformation experience taught her how to develop innovative solutions to solve challenges. This informs her customer experience work, where the objective is to give customers the best possible experience and embed a customer centric culture.

Michael Hinshaw

Founder, President, McorpCX
President of customer experience strategy and consulting firm McorpCX, Michael Hinshaw is recognized by industry and analysts as a digital and customer experience leader. A CX speaker and best-selling author, he advises executive leadership at Fortune 500 and fast-growth firms.

Nicolette Wuring

Customer Centricity Guide, Customer Management Services
Triggered by the Cluetrain Manifesto in 1999 (“Markets are conversations”) Nicolette guides organizations through transformational changes. She is a Customer Centricity futurologist who uniquely brings strategy together with pragmatism, making companies more successful, whilst making employees and customers happy.

Patricia Descamps

CX/Personalization Associate Director, Clorox
As a strong CX and Consumer Insights leader with 10+ years of experience, Patricia has supported different organizations in developing and implementing robust Customer Satisfaction programs and research methodologies to take the relationship between brands and consumers to the next level.

Peter Kmoško

Founder, Monetize.CX
Peter is a CCXP certified CX professional, digitalization expert, and marketing strategist with over 20 years of business experience. He is based in Prague and Bratislava and has experience with driving Customer Focused projects ranging from startups, through scale-ups to big corporations such as Microsoft or O2. Currently owns a consultancy company Monetize.CX with a focus to translate the value of improved customer experience/customer-centricity into value for company shareholders to inspire them to invest back more and more into CX-related initiatives.

Philip Joseph

Senior Vice President Customer Experience & Service Operation, Indosat Ooredoo Hutchison
Philip Joseph is the Senior Vice President for Customer Experience & Service Operation for Indosat Ooredoo, a Telecommunications provider in Indonesia. Having had more than 24 years of experience in the telecoms sector in Malaysia and Internationally , he started his career in Malaysia with Celcom, Axiata and has worked in countries such as Tanzania, Afghanistan, the Maldives, Myanmar and now in Indonesia since 2019. In September 2019 , Philip was shortlisted as one of the Top 25 CX Leader Award Finalist “ by MyCustomer and in 2020 , Philip won the Gold Award for Best CX Personality in Asia for shaping Customer Experience in Asia.

Rodrigo Edwards

Managing Director, Loyalty Metrics
Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

Ruud Verduin

Customer Experience Strategy Consultant
Ruud Verduin is recognized as an expert in customer experience and customer relationship management in The Netherlands. He is head of consulting at Smart Connections, helping clients with effective customer-centric strategies and supporting them in customer experience transformation.

Seyada Alkilani

Customer Experience Expert
Expert in enhancing Contact Centers operations and quality assurance through calls/chat optimization, training , risk mitigation and systems enhancement. Participated in several initiatives related to VOC and mystery shopping. Additionally, managed systems and digital channels re-engineering to enhance both customers and frontliners experience.

Sue Duris

Director of Marketing and Customer Experience, M4 Communications, Inc.
Sue is the Director of Marketing and Customer Experience at M4 Communications. She works with organizations and exec teams to help them become customer obsessed and build and sustain their CX programs. She is a writer and speaker and also hosts the famous #CXChat on Twitter.

Vimal Vyas

Customer Experience Strategist
With over 18 years of experience, Vimal is an accomplished professional. For some of the most well-known brands in telecom, retail, eCommerce, and f&B, he led CX strategy, design, and transformation. He is also a Doctorate researcher who researches customer experience.

Alessandro Donetti

Lecturer, MIP Politecnico di Milano - Graduate School of Business
Lecturer in the Master in Global Luxury Goods and Services Management of Politecnico di Milano and ​senior advisor for consumer centric transformation programs. Since more than 30 years, Alessandro has run consumer centric transformation programs in several industries, like automotive, banking, insurance, luxury and retail.

Andrea Hanyecz

Head of Partnership, CXPA Hungary
A Certified Customer Experience Professional and a Lean Six Sigma Master Black Belt and has spent over twenty years in business improvement in GE Capital and Budapest Bank in various positions in Finance, Quality, Operations, Customer Service and Marketing. She is passionate about driving cultural changes to transfer organisations towards customer centricity. Earned CCXP in 2018.

Balakrishna Murthy

Sr. Manager- CX Capability Building, Majid Al Futtaim
Bala helps Organisations to visualise Customer Experience (CX) as a value driver and enables to develop relevant competencies to meet current needs and the required capabilities to meet future needs of customers. He has led several successful engagements in Customer Insights, CRM and CX for brands in Automotive, Healthcare and Hospitality sectors for over two decades in the Middle East region. Bala is an accredited practitioner of SCHEMA® - Customer centricity framework, and a Certified Customer Experience Professional (CCXP) committed to the highest levels of professional and personal excellence.

Beppe De Vincenti

Managing Partner, nexa Consulting
Beppe is the co-founder and managing partner of nexa consulting. nexa consulting was established 5 years ago to promote an innovative vision of customer experience in Switzerland, with a holistic approach which places the customer at the heart of all concerns and interactions.   As a Customer Experience expert, he is committed to help out Swiss and international companies to differentiate themselves in their respective markets & industries and generate growth by delivering a memorable experience to their customers.

Bruno Guimarães

Community Manager - Founder, Amigos do CX
Bruno is the founder of local Brazilian CX community Amigos Do CX, leads the CXPA Brazil Regional Council. Passionate about people and CX. He believes on the collaborative learning and on the values of communities. His goal with the A.CX is to integrate people, exchange experiences and constantly look for new initiatives to support market development. In his spare time is a triathlete, has completed 5 Ironmans, 8 marathons and 2 ultra-marathons, crossing the Andes Mountains running. Father of Ana Carolina and Bento.

Dr Chris L Brown

CEO and Co-Founder, Marketculture
Chris is a global expert in customer-centric business strategies. He and his colleagues have conducted extensive research on this topic and published articles in Strategy & Leadership, B2B Magazine, the CEO Refresher, the Harvard Business Review Blog, the CMO Council program on Market Sensibility and other journals.

Craig Lee

Partner, Kinetic Consulting Services
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact. Craig has worked on customer centered change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors. Craig is Customer Experience Director at Customer Experience Group and more recently held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.

Dennis Wakabayashi

Dennis is known as the "Global Voice of CX" and a recognized expert in the fields of customer experience and digital marketing with social media following of 70,000. He's the Chairman of the largest CX event in Africa, teaches digital marketing at the University of Wisconsin-Madison and was named as the CX influencer for Expo 2020 Dubai.

Dr Emmanuel Manyonganise

Head of Customer Experience & Digitalisation - Consumer, du
Accomplished Customer Experience & Digital Transformation executive with over 15 years of experience. I help businesses attract and retain customers and increase their lifetime value using a customer and data driven digital strategy and transformation which enables organisations to engage with customers more effectively, sell more and new products and services.

Francisco Zapata

CEO, Kentricos
One of the first CCXP in Brazil, Zapata leads Kentricos, a consulting firm specialized on helping big companies create and evolve their Customer Centricity Programs. Zapata has extensive experience in the fields of Customer Experience, Customer Success and Customer Care accumulated as an executive and entrepreneur for more than 25 years.

Hank Brigman

SVP, Service Journey Strategies Inc.
A CX pioneer and the first to define “touchpoint” on Wikipedia, Hank’s methods for delivering quantifiable results in-house and as a consultant are shared in keynotes and were captured in the best-selling TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint.

Imad Eddine Oubiri

Community & Industry Engagement Director, AURAK
Imad brings an experience of over 25 years in International Business Development. Today he is Advisory Board Member of the School of Diplomacy and Security at the American University in the Emirates Dubai, Certified Interpreter -Translator at the Ras Al Khaimah International Arbitration and Commercial Reconciliation Center. He is also Senior Business Advisor at Global Virtual Solutions, Estonia & MBN Group of Companies, Portugal and Business Development Advisor at OCO Global Investment Group, UK.

Ivaylo Yorgov

Managing Director Customer Success, Gemseek
Ivaylo has more than 15 years of experience in CX research and insights. He is currently one of the Managing Directors at GemSeek, overseeing all customer success teams – research and analytics, text analytics, and data science.

James Duthie

Owner, Touchpoints Consulting & Communications
A seasoned communications expert with nearly 30 years experience across Europe, Asia Pacific and the Middle East. He has worked with many blue-chip companies to develop their brands in international markets. He has developed world-class customer engagement programmes for several of the region’s biggest brands.

Jana Klekar

Jana's focus is on coaching, supported by consulting in CX and innovation growth.

Karin Nemcekova

Customer Experience Manager International, UNIQA Insurance Group
Karin has years of practice designing and delivering customer-led services for ING Bank, KBC Bank and KPMG. She believes that problems of getting superb customer experience are immense, systemic, and complex, but experience design-led approach, the right partnerships, and sustained engagement with a particular problem can create transformative change.

Dr. Khaleel Ahmed G.K

Founder, Brilliant Centre FZ-LLC
Dr. Khaleel Ahmed is a doctorate in Mathematics with more than three decades of teaching and administration experiences in UAE, Oman & India. For almost two decades, along with teaching Mathematics/Statistics in the reputed universities based in UAE & Oman, initiated, planned and executed various ‘Education to Employment’ related lectures, workshops, studies and projects and helped many students/graduates to secure jobs in private & public sectors as well as in the start-ups and businesses. The experience and expertise gained from 1987 till date, in the education field and with the student’s community, resulted in starting a Centre ‘BRILLIANT CENTRE’ in UAE (2022).

Kuldeep Chouhan

Certified Customer Experience Professional
Dynamic, hands-on Customer Experience and Transformation Executive with a wealth of knowledge and experience in driving operational and customer experience excellence programs, building digital servicing capabilities, exploring new business development opportunities, delivering revenue and cost impact, and guiding project management activities. An avid problem-solver and analytical thinker who can effectively manage change across the organization. Build and lead talented teams of professionals through interactive training and mentorship opportunities.

Laurence Leach

Technical Director, ACF Technologies
Laurence is a Technical Director at ACF Technologies – responsible for the design and implementation of CX solutions, including the award-winning UK NHS Covid-19 vaccination system. Laurence specialises in analysis of customer behaviour and designing efficient customer experience solutions

Markus Ahola

Chief Specialist, Customer Experience, LAB University of Applied Sciences
Markus Ahola, Ph.D, is a chief specialist in customer experience at LAB University of Applied Sciences and fosters experience-driven RDI and education. Hi is an experience design researcher and has contributed to many multidisciplinary research and education collaboration platforms between industry and academia.

Mary Poppen

Chief Strategy and Customer Officer,
Mary Poppen is the Chief Strategy and Customer Officer at Responsible for driving the Customer Intelligence category in the market, she is building a world-class delivery team focused on helping companies leverage the power of Artificial Intelligence (AI) to become customer-centric. Prior to, Mary was Glint’s Chief Customer Officer at LinkedIn and Chief Customer Officer for SAP’s Global Cloud business before that. Mary holds a Master’s Degree in Industrial/Organizational Psychology and has over 20 years of customer success, business consulting and executive leadership experience.

Murat Serim

Owner, Serim Consulting
Murat Serim has more than twenty years of experience in management consulting. Serim teaches MBA courses on Customer Centricity, International Marketing, Business Negotiations and Sales Management. Serim Consulting, has been serving Financial Services, Telecommunications and Air Travel industries since 2010.

Noha Afifi

Global Director Of Client Engagement Kraken
Noha is a passionate customer experience executive with over 15 years of customer management experience. A COPC-certified professional for high-performance management techniques, she has a broad vision to provide delight to every customer. Noha has worked in various roles across customer experience, customer service, and operations within different industries including Telecoms, E-commerce, Travel, and FinTech. Noha has managed large global multi-lingual customer operations, CX and CS teams. Her goal is to improve the lives of both customers and employees.

Paulo Azevedo

Senior Design Manager - Enterprise Trust, Atlassian
Paulo is a Director, Head of Client Experience. He is a passionate customer experience leader that fosters a culture change shift to a more client-centric way of thinking and working, by understanding customer expectations and needs during their end to end journeys, and defining and implementing strategies to meet them.

Pether Jonsson

Global CX Advisor – Manufacturing, SAP
Pether is a CX professional with more than 20 years of experience across the end-to-end customer journey. Specializing in leading change in large and complex organizations, he supports companies to develop and implement enterprise-wide Customer Experience strategies that drive business impact.

Ragna Ghoreishi, CCXP

VP Customer Success, Cleeng
Ragna Ghoreishi is a senior CX transformation leader who combines an E2E mindset of client centricity with a proven track record in operation & process transformation, agile leadership of cross-functional & international teams and “passionate out-of-the-box thinking”.

Rosaria Cirillo Louwman

Founder, Wow Now Customer Experience
Rosaria is TEDx Speaker, CX Advisor, CCXP & CXPA Authorized Resource Trainer, and co-founder of CXPA Dutch chapter. After 12+ years in various roles across sales, customer service, business improvement, e-commerce and customer experience for leading companies like Forrester, Stream, Adobe, and Philips, in 2013 she founded Wow Now to inspire and empower companies to choose, design, and deliver WOW life-enriching experiences that contribute to everyone’s HAPPINESS! Rosaria is the author of Yellow Goldfish. Originally Italian she lives in The Netherlands with her husband and two boys.

Sanjeev Shelar

Manager, Facebook
Sanjeev Shelar is a visionary, highly experienced Senior Digital Leader and innovator with 20 years' achievement delivering complex multi-million EUR customer experience and e-commerce projects to achieve operational and customer excellence. He is passionate about architecting scalable strategies that improve customer experience, engagement and ultimately drive revenues. He believes customer-centricity is a shift in mindset and a sustainable way of doing business!

Stefan Kolle

Partner & Founder, Future Lab
Stefan is Co-founder and CEO of the CX Strategy and VOC boutique Futurelab since 17 years. With his team he drives customer strategy development, CX and CC implementation programmes, all built around solid VOC basics. He has worked with companies like Toyota, Vodafone, Lexus, Shell and Deutsche Bank.

Tim Kist

Director, Marketing and Customer Experience, TK3 Consulting
Tim Kist, FCMC, is the Managing Director of TK3 Consulting. Central to his practice is a focus on ensuring a customer-centric view in corporate strategy and marketing strategy plans. In addition, Tim teaches strategic planning, marketing, and advertising at the University of Winnipeg PACE program.

Yane Tan

Senior Director Partnership & Marketing APAC Region, Aspire Lifestyles
Yane TAN is a creative and seasoned partnership and marketing expert. Currently the Senior Director at global concierge Aspire Lifestyles, she enjoys working on bespoke campaigns and loyalty programs that has improved customer experience throughout the Asia Pacific region.