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 is endorsed by the University of Chester Business School giving you confidence that all entries will be evaluated in a vigorous and thorough manner.

 

The University of Chester’s stellar commitment to Entrepreneurship and business excellence, echoes ARCET Global’s commitment to improve businesses around the world.


We are delighted to receive the endorsement of our scoring model by Chester Business School operating under the auspices of the University of Chester, which provides a clear, fair and robust evaluation of all of our entrants stories.

For some time, the University of Chester, has exemplified its long standing commitment to international business and has for example, been instrumental in bringing the real world of business directly into the academic arena of the classroom.

 

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 one of the regional awards first and next year, 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, Signify
Alex has 24 years-experience across Telecom & Lighting Industry with various positions in Procurement, Presales, Product mgt & Finance Developing global partnerships based the impact for our customers and revenue potential besides total cost of ownership.

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.

Annika Björck

CX Mentor, Björck Consulting
Annika is the background fairy that empowers CX professionals to drive success in their organizations through customer centricity with knowledge, wisdom and her 20 years of experience. She stays in the background so they can lead a sustainable transformation from inside their company. She is a popular university lecturer and speaker with her captivating and vibrant way of presenting actionable content.

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.

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.

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.

Carl Riley

Founder, Riley Group Inc
Carl Riley is the founder of the Riley Group Inc (RGI), an award winning customer experience agency focused on driving human and business impact through design. He is interested in human-centered design, co-creation, projective research techniques, sociocultural anthropology and trends, semiotics, Gestalt theory, placemaking, community building, service design and intersectional spaces. Some great relationships he has enjoyed include Target, Starwood Retail Properties, Convene, Green Growth Brands, Schraft’s Specialty Fertility Pharmacy, O’Hare Airport, the Boot Barn and Zondervan Publishing. He is a midwesterner living in the New York City.

Chris 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

Customer Experience Director, Customer Experience Group
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.

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.

Eryc Eyl

SENIOR SOLUTION DIRECTOR, CUSTOMER EXPERIENCE, E SOURCE
Eryc Eyl brings decades of experience in diverse roles and industries, as well as certifications in customer experience, organizational culture, and change management to his mission to improve the human experience of business. He supports utilities as an analyst for E Source, and speaks and consults widely on human experience.

Hank Brigman

Chief Experience Officer, Customer Experience 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.

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.

Jacque Lim

Regional Head of Service Delivery Asia Pacific, Aspire Lifestyles
Jacque is a Chartered Quality Professional certified by Chartered Quality Institute of London, Customer Experience curator for over 17 years, Judge for yearly Contact Centres World Top Performers Awards and often featured as key speaker for many Customer Experience conferences around the world. Has over 17 years of expertise in curating the best operations and customer experiences acrossbusiness segments from financial, aviation, loyalty, travel medical and security, telecommunications, super affluent lifestyles regionally and globally.

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.

John Boerstler

Chief Experience Officer, U.S. Department of Veterans Affairs
John W. Boerstler was sworn-in on February 16, 2021, as the Chief Experience Officer at the United States Department of Veterans Affairs (VA). Prior to his current position, he served as the Chief Executive Officer of Combined Arms. As Chief Experience Officer, John will provide executive oversight of the many innovative projects and programs housed within the Veterans Experience Office (VEO) and work collaboratively within VA’s leadership to help achieve greater access and outcomes for Veterans, their families, caregivers and survivors.

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.

Lina Yahya

Associate Director - Customer Excellence, RAKBANK
Lina Yahya joined RAKBANK in 2003 and has held several managerial positions within the Bank before becoming the Head of Service Excellence in November 2015. In the past four years, she was a key player in redefining the customer experience strategy and service quality goals and objectives into a journey of excellence. She partnered with both internal and external stakeholders including the Dubai Economic Department, to help build an ethos of customer focus and engagement across various channels through the implementation of various programmes and initiatives.

Mary Poppen

Chief Strategy and Customer Officer, involve.ai
Mary Poppen is the Chief Strategy and Customer Officer at involve.ai. 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 involve.ai, 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.

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.

Noha Afifi

Head of Customer Operations, bitFlyer Europe S.A.
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.

Paul Morris

Head Of Customer Experience, National Veterinary Services Ltd
Paul is a Certified Customer Experience Professional (CCXP) with a strong operational background leading people and delivering business change. He was Head of Customer Experience Design at Virgin Media for 4 years, won a UK Customer Experience Award in 2013 and has advised some big brands about their Customer Experiences and approaches to CX Measurement (brands such as Cineworld, ODEON, M&S, Sage, The Jockey Club, David Lloyd Leisure, Home Group, News UK). He is currently Head of CX for National Veterinary Services, the market leading Veterinary Wholesaler in the UK.

Peter Kmosko

Founder & CEO, MonetizeCX s.r.o.
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.

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.

Roxie Strohmenger

VP, CX Strategy, UKG
Roxie Strohmenger, CCXP is a driven transformation executive and co-creator of Forrester's CX Index™ with 15+ years of experience as a practitioner and thought leader. Roxie has deep expertise in designing and executing innovative CX transformation initiatives that tap into the six core CX competencies and leveraging CX best practices to create differentiated, high-quality experiences that create, sustain, and expand customer loyalty.

Saif Sultan Al Abri

Senior Manager L&D, Omantel
Saif Sultan Al Abri is a committed HR Professional with over 19 years’ experience in Banking and Telecom Industry. Saif has become a trusted professional to senior business leaders in Oman for employee engagement and training aspects. He is a certified CIPD HR Professional. Saif added his noticeable finger prints since he took over the lead of Learning and Development in Omantel.

Steph Hoppe

Chief Marketing Officer, Strategic Transaction Management, LLC
A brand accelerator with over 20 years’ experience building innovation and marketing strategies to engage and retain customers across hospitality, retail, and DTC. Her integration of purpose and innovation has proven successful for companies including 7-Eleven, Brinker International and others.

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.

Alec Dalton

Co-Founder & 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.

Amjad Khan

Head of Customer Intelligence & Advocacy, HSBC UK
A multi award winning leader and recently being recognised amongst the Top 25 Elite CX Leaders globally, Amjad has over 20 years’ experience in customer and people focused roles across various industries. Helping to achieve businesses achieve stellar performance, where people thrive.

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.

Aslan Patov

CEO, Renascence
Aslan is a founder and head of advisory @ Renascence. He is an author of a Customer Experience framework, Customer Experience coach, speaker, choice architect & advocate of behavioural science. Helping brands bring clarity into processes, environments and decisions. Years of leading behavioural research in Geometry Global and Ogilvy in London and Dubai offices pushed him to re-think the way customers needs & experiences are approached. It became fundamental in establishing Renascence and successfully engaging with the region's leading brands like Emaar, Meraas, Dubai Properties, Chalhoub Group & others. He has depth in Real Estate, Financial Services, and other industries.

Balazs Szabo

Founder, CX Factory
Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital. He is a seasoned partitioner who led CX transformation and digital development in big multinational corporation.

Beppe De Vincenti

Managing Partner and Senior CX Consultant, 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.

Brian Dennis

SVP - Retail Customer Engagement, SMG - Service Management Group
Brian is the SVP of Retail Engagement for SMG 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.

Charlie Boyle

CEO, Customer Service Excellence Ireland
Charlie Boyle is the founder and CEO of Customer Service Excellence Ireland (CSEI). The CSEI programme is used by multi-national global names based in Dublin as well as SME’s in provincial areas. The offer is expanding into the UK as well. Charlie is a sought after speaker and high impact trainer in the CX sphere.

Christina Dolding

Head of Customer Experience LV Financial Services
Christina is the Head of Customer Experience at LV Financial Services. She has worked in the financial services sector in the customer experience world for nearly 25 years. Her unique, unconventional and creative thinking has brought the customer to life in the most unexpected but impactful way. She has won a series of internal and external awards for her work and was awarded the UK Customer Experience Professional of the Year in 2016.

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.

Debbie Fulton

Business Owner, Hive Consultancy
A customer centric expert creating strategies and cultures to future proof companies and deliver the best experience for their customers. Helping increase revenue from making it easy for customers to do business with them and having the right level of communication along the way.

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.

Ian Stokol

Design and Delivery Director, FAIR Consulting Group
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.

Jaap Wilms

MOG, WILMS & CO
With over 20 years of international experience in CX, Jaap is a trusted Programme Sparring Partner and Advisory Board for international companies. He also hosts the X Masterclasses: intensive and accredited courses on CX, NPS and Data given around the world. He is one of the official global CXPA trainers, frequent guest speaker and lecturer at Universities.

James Buscaglio

Sr. Manager - Digital Services Delivery | Customer Success, GE Digital
Jim delivers results on small to large-scale customer experience (CX) transformation projects through his deep experience in program management, organization design and transformation, business process improvement, and change management. Over the past 16 years, he has designed and executed projects to deliver CX improvements for multinational firms, government agencies, and small businesses to achieve new sources of revenue, reduce operating costs, and increase customer retention.

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.

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.

Laura Tengerdi, CCXP

Co-founder and Country Lead, CXPA Hungary
Laura Tengerdi is CXPA Hungary Co-founder and Network Lead, Brand and Customer Experience Consultant. She is former Head of Marketing and Customer Experience of Budapest Bank, previously she worked in senior management roles in the Central European Organization of Unilever. She has 25+ years of experience in brand marketing and customer experience, background in both B2B and Business to Consumer roles, managing global and local brands. Since 2018 a Certified Customer Experience Professional, CCXP.

Marty Kaufman

Founder & Principal, infinipoint
Marty lives at the complex intersection of growing companies and the customer experience; creating touch-points that are memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He leads and advises executive leadership teams across start-ups, Fortune 100s, and the public sector.

Matias Gadda Thompson

CEO, Blecx
Co-founder and Director of Blecx, with 23 years of experience in strategic project management and CX program deployment among a wide variety of industries. Certified Six Sigma Master Black Belt by ASQ, and led more than 10 gold awarded teams in the International Team Excellence Award Competition

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.

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

Paulo Azevedo

Director, Head of Client Experience
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.

Rodrigo Edwards

Executive 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.

Russell Gillespie

Head of Experience Advisory, W5 (www.w5.ie)
Russell heads up the experience advisory practice at W5. He 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.

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.

Yane Tan

Senior Director, 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.

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.

Anastasia Vladychynska

Inspirational CX Speaker|Consultant
A US Certified Customer Experience Advisor, Anastasia has started a Customer Service Revolution in the country where the word ‘serve’ does not exist in the language (Ukraine). From that point she has helped brands like MaxMara, Credit Agricole, McDonald’s and many others improve their customer experience by transforming the thinking processes and beliefs of management and employees. Anastasia is teaching MBA students at Kyiv Mohyla Business School and is a professional speaker and graduate of National Speakers Association in New York City.

Ann Longley

Founder, Something New Together
Ann is the founder of Something New Together, a strategic design consultancy that helps businesses transform sustainably and transcend volatility by responding to existential threats, rapid technological developments, and dynamic customer needs. She has worked with big brands, governments, and non-profits for +20 years honing her craft skills in strategy, communications, customer experience, innovation and stakeholder engagement. She has developed award-winning integrated marketing campaigns, designed digital and customer experience strategies, and introduced new products, services and ways of working that unify people around a shared purpose.

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.

Beatrix Kapitany

Head of Customer Experience & Transformation, Deutsche Telekom Global Carrier
Beatrix Kapitány is Head of Customer Experience, Transformation and Business Steering at Deutsche Telekom Global Carrier. With over 20 years of business experience, she has a proven track record with successful large-scale system integration and customer experience projects as well as strategic transformation initiatives. Today, she is putting her experience in these areas to use as a member of the organization’s leadership team. In addition to working on an extensive automation and digitization program, she is involved in developing plans for Big Data utilization as well as other forecasting and analysis activities.

Betül Yılmaz

Founder, Elephant Istanbul
Betül Yılmaz is founder of Elephant Istanbul - customer experience and strategy design company. She has more than 15 years of experience in financial sector. She was Head of Marketing and Customer Experience at TEB BNP Paribas and prior to that has taken various positions in multiple countries leading the marketing and sales teams. She is a professional coach and a lean change agent.

Bruno Guimarães

Founder / CCO & CMO, Amigos do CX / SoluCX
Bruno is the Director of Growth and Relationship management for Brazil at Mobile Marketing Association and the founder of local Brazilian CX community Amigos Do CX. 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.

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.

Claire Boscq-Scott

Director, The Busy Queen Bee Ltd
Claire is on a mission to inspire businesses to thrive by bringing more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences. No 5 Top 30 Global Customer Service Guru and UK Top 10 CX Influencer, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist and Sensory Queen, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & Trainer.

Dave Seaton

Founder & Principal, Seaton CX
Dave Seaton is a customer experience consultant, helping CX leaders accelerate their impact through voice of customer insights, journey mapping, and CX strategy. He is a Certified Customer Experience Professional (CCXP) and former North American Customer Centricity Award winner.

Diane Magers

CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement.

Gregorio Uglioni

Head Business Transformation, CX Goalkeeper
Gregorio Uglioni is an expert in Digital and Business Transformation, passionate about Customer Experience always striving for innovative solutions for internal and external customers. Gregorio is Head of Business Excellence and Customer Experience.

Ines Järvsoo

Customer Base Manager, Omniva
Customer Base Management professional with more than 15 years of experience in telco, logistics and e-com industry covering different areas of Customer Management: Customer Experience, CRM, Customer Data Analysis, Customer Retention & Value management. Currently working as Group Head of Customer Management in Omniva/Eesti Post and also helping different organizations maximize Customer value, grow Loyalty and become more Customer centric.

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

Head of Customer Experience Strategy and Deployment, Post Office Ltd
As CX Leader of the Year 2020, James is recognised as one of the UK's leading Experience Management experts. James is a Customer Experience strategist and Business Transformation expert with a unique value add proposition across Sales, Operations, IT/CRM/Digital, Strategy and governance. A Non-executive Director, Chair and keynote speaker, James is Head of Customer Experience Strategy & Deployment at the UK Post Office where he directs the nationwide CX transformation programme. James is the founder of CustomerXM.org and CXaccredited.com

Jim Tincher

Founder & Mapper-in-Chief, Heart of the Customer
Jim Tincher, CCXP, is a nationally recognized customer experience thought leader, journey mapper, author, keynote speaker, and entrepreneur. Jim led customer experience programs at Best Buy and United HealthGroup before launching his innovative CX consultancy, Heart of the Customer. The firm helps start-ups to Fortune 50 organizations use voice of the customer research to improve loyalty, identify unmet needs, develop new products, and manage customer journeys. His book, How Hard Is It to Be Your Customer?, is considered a must-read for leaders focused on customer experience.

Karin Nemcekova

CX Advisory
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.

Lawrence Levinson

Director & GM, Wave Advisors - Professional Services, 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.

Matthieu Bonelli

Customer Experience Specialist, CX Mania
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

Nick Glimsdahl

Director, Contact Center Solutions
Nick Glimsdahl is a speaker, podcast host, contact center strategist, and writer. Nick hosts the Press 1 For Nick podcast and is the Director of Contact Center Solutions at VDS. Press 1 For Nick is both educational and engaging.

Patricia Descamps

CX Expert
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.

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

Chief Customer Officer, Badger Technologies
Phil is the CCO at Badger Technologies and leads all post-sales activities. 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.

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.

Ruud Verduin

Founder & Managing Consultant, Smart Connections bv
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.

Sherif Elgendy

Independent Strategic Planning & Business Excellence Professional T.Q.M | C.X | CSM®|SAFe 5® | PMP®
Characterized as a farsighted, strategist and tactician, progressively managing strategic planning & business excellence through several operational consolidations and business restructures; successful installation of process re-engineering, agility, resilience, Corporate Governance; organizational assessments; Government Models & customer experience to boost alignment, organizational synergy and employee morale as well as improve productivity.

Stefan Osthaus

Founder and 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.