European Customer Centricity Awards

Why become a Judge?

Be Seen as a Thought Leader

Learn how Organisations around the world are doing things differently

Network with industry leaders

Elevate your personal brand

Gain access to real world case studies

What do our Judges Say?

It was an absolute pleasure to be able to judge the submissions. I got some great insight and learning from some of the case studies, which I’m sure I’ll use in upcoming programs of work.

I’m so grateful to be one of the lucky judges that can discover and judge each year, how well company all over Europe are solving their own CX challenges and delivering an extraordinary customer experience to their happy customers. Thank you so much.

One of the most inspiring and interesting experiences of the past year, ARCET Global. Thanks for inviting me to Judge

Working with Mark and Richard at ARCET Global over the past year has been incredibly fulfilling. I’m proud to be joining the Customer Centricity Awards as a Judge in 2022. Don’t miss it!

Im honored and humbly grateful to continuously be asked to be a judge in this event. The applicants are amazing in impacting the world with better CX and changing the world. To stay on top in Customer Experience knowledge and global best practices - I recommend everyone to participate in the European Customer Centricity Awards by ARCET Global each year.

Score written entries

Each entry is around 2,100 words and takes approximately 20 minutes to read and score. This score is weighted at 50% of the total score.

Score the Virtual Presentations

Each finalist will be given 15 minutes to present their case study via pre recorded video. This score is weighted at 40% of the score

Provide written comments to entrants

This valuable feedback helps companies validate the great work that they are already doing and where they can improve.

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.

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 is carefully vetted 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.

Professor Graham Shapiro

Chairman of Judges - CEO, GSD

Professor Graham Shapiro is an award-winning British inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers, Chartered Institute of Marketing and The Royal Society of Arts. Visiting Professor of Innovation and Entrepreneurship at the University of Westminster, Ambassador of Innovation for The University of Cambridge, Entrepreneur in Residence at the University of Chester and Chairman of Arcet Global. Graham invented the interloopmailer® and Reggie®. For over 25 years his company Graham Shapiro Design (GSD®) has created online and offline visual communication for some of the world’s most respected companies. He is also the founder of The Graham Shapiro Foundation. A Charity that's aim is to establish a real way to support mental health, wellbeing and to inspire innovation and young entrepreneurialism in the UK.

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.

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.

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.

Azlan Raj

Chief Marketing Officer, EMEA, 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.

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.

Claire Boscq-Scott

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.

David Reid

Director of Global Customer & Partner Services (CPS) Operations, Zebra

David is a senior operational & strategic executive with over 20 years' customer management experience. David learned quickly that when running large global multilingual customer operations, CX & EX are interlinked. David is a certified CX professional who is passionate about improving the lives of others and now supports international businesses to transform, evolve & become, customer centric.

Diane Magers

CEO, Experience Catalysts

An accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. Drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging. Innovative leader and expertise in customer engagement strategy, design, development, and execution. Extensive experience in design and implementation of sales, marketing and services solutions and applications including SAP. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.

Erika Nemcokova Akpan

Support Manager, Success Solutions s.r.o.

Erika has been in the Contact Centre Industry for over 15 years, holding roles and leading teams where the customer was at the center of the strategical focus. She always strive to improve the business performance with the customer in mind.

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.

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.

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.

Jamie Thorpe

Head of Experience Management (XM), Ipsos MORI CX

Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK. His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.

Jeff Sheehan

CX Advisor, JS Consulting

JS Consulting (https://www.linkedin.com/company/cx-js-consulting/) partners with clients providing Advisory services to start a new, or re-start a flailing Customer Experience (CX) Management Program designed to align with your business strategy and brand promises and make meaningful and measurable business and customer impact.

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.

Marleen van Wijk

Customer Experience Consultant

With 17.5 years of international experience in customer experience, marketing and manager roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customer strategies. As managing director of NeCXus, a customer experience management consultancy and training firm, she currently helps companies to better connect to customers by using an integrated approach that is based on years of practical experience. Besides giving CX Masterclasses in the Benelux, Marleen currently accompanies companies in the travel, logistics and banking industry in their Customer Experience transformations.

Matthew Toman

Founder, Bankhouse Media

Matthew Toman is a serial entrepreneur, award-winning film producer, public speaker, and the creator of The Evolution of Success. Matthew's mission is to use his various platforms to inspire as many people as possible to own their value and transform their lives.

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.

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.

Olivier Mourrieras

Founder, CX-Impact

Olivier Mourrieras is a results driven executive. He has shaped and delivered market leading customer experience transformations at Orange and E.ON addressing B2B and B2C internationally. Olivier leads CX-impact, a CX consultancy that supports companies in their change plans to drive impact and results from customer experience improvement.

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.

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.

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.

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.

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.

Veronika Luxemburg

Founder and CEO of CQX™ - Customer Quality Experience.

Founder and CEO of CQX™ - Customer Quality Experience. CCXP, Recognised CX Training Provider, Coach certified by ICF and Lean6Sigma certified. Veronika is a passionate global facilitator of change and she has deployed CQX tools and methodologies all over the world.

Adrian Lipolit

Customer Centric Strategist

International executive with over 25 years expertise in Central East Europe taking over different business situations, start-up, turnaround and realignment in financial, retail, and advertising sectors. Experienced business professional in customer centric strategies development, driving quality growth and sustainable profit through excellent customer and employee experience.

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.

Ali Malik

Head of Customer Experience, Static-A

Ali Malik, CCXP is a Certified CX practitioner, consultant, trainer and VOC platform enabler. Representing Static-A, CX Research and Strategy firm, Ali is helping organizations in designing & implementing CX Measurements, Mystery Audits, Omni-channel Voice of Customers, NPS, CX Strategy, CX Training’s and enabling Customer Centric Cultures

Armin Gulbert

Co-Owner & Managing Partner, Nextwit

Armin is the co-founder and managing partner of Nextwit, a digital transformation agency. As a service designer he helps companies to launch meaningful and value-creating digital initiatives. In the last 10 years he supported service providers to tackle their industry specific challenges of the digital transformation.

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

Founder / CCO & CMO, Amigos do CX / SoluCX

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.

Claire Orriss

Senior Innovation Manager - Customer Care, bp

Customer focused, experienced in product value proposition development with a demonstrated history of delivery and deep relationships. Strengths in Digital, Differentiated Offers, Sales, Marketing, Key Account Management, Strategic Planning. Strong strategic professional, passionate approach to delivering value to the customer.

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.

Ellen Clark

Global design senior manager – customer services, bp

Global process owner for customer service processes. Passionate about customer and user experience. Deep CRM and service centre technology knowledge with substantial experience in delivering CRM and digital innovation solutions within global customer service environments.

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.

Hélio Basso

Head of Consulting, Instituto Cliente Feliz

In the last 18 years, Hélio was always focused on the development of projects related to product (new or pivotal) or as a consultant in Customer Success, Customer Experience and Service Design (online and offline stores) to Brazilian retail companies.

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.

Jan Uriga

Experience Center Lead, PwC

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.

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.

Judit Kertesz

Strategy Consultant, Managing Partner, Co-founder, Frontira

Judit is the co-founder and managing partner of Frontìra strategic innovation studio. As an experienced strategic design professional, she helps companies to find their winning aspiration through supporting them in better understanding their customers, business environment, and innovation trends. Judit is also a board member of Service Design Network Hungary.

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.

Lisa France

Customer Experience Architect, 3M

As the global customer experience architect, Lisa connects the dots between people, process, technology, and data by utilizing an ecosystem approach to ensure customer-centricity and business success.

Marleen Wedler

Head of Customer Experience, expondo

Marleen is working in Customer Service and Experience for more than 10 years. Since 2017 she is heading up the CX Team at expondo and accountable for the CX strategy as well as the VoC program. She is highly passionate about strengthening the customer-centric culture within the organization.

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.

Mikkel Korntved

CEO, Senior Partner, Loyalty Group

Mikkel is partner and CEO of Loyalty Group International. +25 years of CX management consulting. Chaired the ECHO Awards as a global judge since 2008. He has worked for leading global companies like BMW, Jumeirah Group, SAS, Telia, Hartman Industries, Struers and FLSmidth

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.

Norbert Lojko

Marketing Consultant

Skilful marketing and sales professional with experience from both corporate and consultancy side since 1993. Focusing on customer experience improvement through consultancy and cloud technology implementation. Because positive improvement in customer experience is a must for any company to survive. #ImproveYourCustomerExperienceOrDie

Pavla Lecianova

Customer Insight & Communication, Zebra Technologies

Pavla currently holds a role of Customer Insight & Communications at Zebra Technologies. She has been with this great company for last 15 years going through various roles focused at what she is most passionate about - providing a great CX!

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.

Dr Russell Gillespie

Senior Manager EMEA, LATAM Process Improvement, Johnson Controls

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.

Samantha Richardson

Snr Visioneering Consultant, Twilio Inc.

Sam has been helping some of the world's most recognisable brands put customers at the front and centre of their organisations for over 20 years, through human centred experience strategy and design. At Twilio she leads global companies to digitally transform through combining the latest technology with customer centricity.

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.

Svetlana Zhilina

Founder, CX.WORLD

Since 2004, Svetlana has been interested in the topic of building customer experience and service. She organizes events, conferences and webinars on this topic. They conduct interviews with interesting speakers, discuss a variety of tools and cases for increasing the company's customer-centricity. And since 2015, they have launched a new project - the CX WORLD AWARDS, where any company can declare itself, raise its prestige and tell about its project. After all, many of us have something to be proud of, there are achievements, ideas and practices that are worth talking about!

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.

Amjad Khan

Associate Director – Global Banking. 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.

Andrea Saitta

Group Customer Experience Director, Air Liquide

Currently heading the Global Customer Experience Management at Air Liquide. Seasoned Director with nearly 20 years’ experience in the chemical, manufacturing and healthcare sectors. Extensive experience in sales, strategic planning, reorganizations, leadership in local, regional and global functions. Currently also a member of the ‘CX Council’ and Director at ‘The Customer Institute'. A Managing director and Board Member, with international experience passionate about people and business.

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.

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.

Bernhard Rathmayr

Communication Consultant

Delight both sides, the customer and the employee and create positive impacts for your business with this approach!That is Bernhard's aim. With almost 20 years of experience as customer communications and customer experience manager in different industries Bernhard Rathmayr supports now change processes to a customer centric communication.

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.

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.

Debbie Fulton

Customer Experience Consultant, Hive Consulting

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.

Elly Domene

Global Vice President of Customer Success, Mangata Networks

Elly Domene has over 20 years of experience in the satellite industry and is a globally recognized leader in B2B customer experience management. She’s an expert at designing and implementing integrated feedback systems that fuel Sales, Marketing, HR, Product, Engineering and executive teams with macro and micro trends and insights needed to continually optimize the customer experience. Currently she is heading up Global Customer Success for Mangata Networks – a start-up company in the space industry that is transforming the way the world interacts with information through a superior global proprietary network of satellites and terrestrial systems.

Gabriela Ciupitu

Founder, Founder Customer Experience Romania

Gabriela has a proven record of developing the Customer Experience’s Design and Transformation in the company. Her clear focus is to create the connection of customers and employees with their brand, products, and communication, through the heart and mind. One of her favorite statements is: “When your company set profit as a strategic objective, this can happen. When you set as a strategic vision to have Customer in the center of all initiatives, projects, and actions you will gain loyalty, credibility, trust, and quality stable growth.”

Hussein Dajani

Partner, Deloitte Digital

During his 20-year career, Hussein has been able to demonstrate astute leadership, career growth, corporate success, strategic thinking as well as building a personal brand (through thought leadership and conference presentations) – all of which were achieved by working for great companies and with great talents. Over the past few years, Hussein has worked with the likes of WPP and Publicis overseeing some of their largest regional clients (such as STC, Vodafone, Nokia, Visa and HSBC) and was fortunate enough to be recognized as a high potential leader by WPP being awarded the renowned ‘WPP Young High Potential Leaders' Award from Sir Martin Sorrell himself, as well as receiving regional awards from the likes of Gulf Marketing Review.

Ivan Kovačić

Head of Customer Operations, Feg

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)

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 XMcentric.com family of brands. JamesScutt.com

Jannecke Drangert-Hveding

Head of Strategy and Transformation, Sykehuspartner HF

Jannecke is Head of Strategy & Transformation at Sykehuspartner, Scandinavia’s largest IT and Shared Service Provider in the Health Sector. Previously she founded and CEOed KOBRA, Scandinavia’s first CX & customer driven innovation consultancy, which was acquired by Creuna 2018.

Jo Boswell

Director, Sentio-B Ltd

Following a 27-year career at British Airways where she led a major transformation in customer experience, Jo founded her consultancy company Sentio-B. She now advises, mentors, and coaches customer experience leaders to ensure they successfully translate their customer experience strategy into tangible business results, securing ongoing investment and support from the C-suite.

Karin Miskovska

Customer Experience 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.

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.

Marlan Hardie

Chief Digital Officer & Director of Diverse Suppliers, Worldwide Technology

Marlan operates as the Chief Experience Officer for global service providers at World Wide Technology. With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations. He evangelizes that “the brands that deliver the best customer experience have already provide the best employee experience.

Marwan Razzo

Head of Quality & Excellence Division, NEOM

Marwan Razzo is the Head of the Quality & Excellence Division of NEOM. With 25+ years of experience and knowledge in Quality, Excellence & Strategic Performance Management, with widely diversified experience of which a relevant part was spent within the North American Automotive Industry, Marwan is a Certified Manager of Quality and Excellence, Six Sigma Black Belt, Quality Management System Lead Auditor, and Strategy Balance Scorecards Professional.

Dr. Maxie Schmidt

Vice President, Principal Analyst, Forrester

Dr. Maxie Schmidt leads Forrester’s research on CX Measurement and on Value for Customer. She helps CX leaders in B2C and B2B organizations to focus executives and stakeholders on customers, to measure CX performance, and to prove the ROI of CX.

Miles Thomas

CEO, Customer Start Limited

Miles is a globally recognized customer service and experience expert and the co-founder and Chief Experience Officer of Customer Start Limited a CX consulting and training company.

Nick Lygo-Baker

CEO, Paradigm CX Ltd

Nick is an award-winning, accredited member of the MRS and CCXP, specialising in innovative CX strategies and operationalising insights to drive performance improvement. An international best-selling author with Customer Experience 2 and 3 Nick has led Globally successful CX teams.

Olga Guseva

Managing Partner, Integria Consult

One of the leading CX strategy experts and advisors based in Russia. Co-author of 2 Amazon bestsellers, CXPA Russia network lead, CХ leadership and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., CCXP, international keynote speaker and СХ blogger. Proud mom, thankful daughter and loving wife.

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.

Ragna Ghoreishi, CCXP

Global Client Experience leader Digital Sales, IBM

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”.

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.

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 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.

Tue Søttrup, CCXP

Chief CX Evangelist, Dixa

Tue Søttrup has been delivering excellent customer service for more than 20 years and is currently Chief CX Evangelist at Dixa where he's carefully nurturing a small bonsai tree called GenZen.

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