CXPA announces finalists for 2019 CX Impact Awards

By Gabe Smith,CCXP posted 09-13-2019 03:32 PM


impact_awards_-_finalists_-_graphics_2019_jpeg.jpg   Powerful testimonials from around the world were submitted on behalf of the 15 finalists for CXPA’s 2019 CX   Impact Awards:

   "Even when some could not understand the business value, [she] has stood firm--speaking passionately and     when necessary firmly to drive CX forward."

   "Our Promoters have 25% higher win rates, 4X higher renewal rates, 17% higher services revenue and 10% lower cost to serve. [These achievements] could not have been possible without her vision, leadership, and passion to drive a customer-centric culture."

"Morana’s work is not a script, or a mold—it is the result of the passionate study of, and contribution to, the world of CX; it is the result of years of curiosity and pushing the boundaries; but more importantly—it is the result of a real person understanding the value of humanity in business."

Though their industries vary, these professionals embody a shared commitment—and have showed quantifiable impact--on the discipline of customer experience in their organizations.

Finalists were selected based on their achievements related to organizational goals, their ability to generate measurable CX-related outcomes, and their distinction in the field, which often manifested itself through glowing peer and customer comments.

For Saari Gardner, CCXP and Director of Client Experience at Dixon Hughes Goodman LLP, her selection as a finalist represents a milestone in her journey as a CX professional.

“When I joined the CXPA 6 years ago, I remember very distinctly looking at the 2013 Impact Award winners and feeling awe in their accomplishments,” Gardner explained. “Being selected as a finalist is an enormous honor, and I am delighted to share the recognition and the credit with the dedicated professionals at my firm that work hard every day to help our clients achieve their goals.”

Greg Melia, CAE and CXPA’s CEO, offered his thoughts on the finalists’ recognition. “The CXPA CX Impact Awards finalists represent the talented, dedicated professionals helping companies to create and maintain exceptional customer experiences,” Melia said. “Congratulations to these CX leaders and their organizations for standing out in a field committed to excellence.”

 For Gardner, her excitement about her recognition as a finalist comes with a healthy dose of gratitude: “I am grateful for this special community of professionals that are so passionate about what they do and generous in sharing their experience and best practices.”

If you’d like to feature the Finalist list in a publication, download our press release:

Practitioner Finalists

 Stein Broeder, Senior Marketing Communications Manager, Microsoft

Palma Cesareo, Senior Manager, Client Loyalty Solutions, CIBC

John Dumo, CCXP, Vice President, Customer Experience, Softchoice

Benjamin Easaw, CCXP, Global CX Research Lead, Thomson Reuters

Saari Gardner, CCXP, Director of Client Experience, Dixon Hughes Goodman LLP

John Goodwin, Vice President, Customer Intelligence, Mastercard

Gloria Gupta, Director, Integrated Sales, Service, and CX, American Medical Association

Conny Kalcher, Chief Customer Officer, Zurich Insurance

Gokhan Kara, CCXP, Customer Experience Manager, Enerjisa

Veronika Luxemburg, CCXP, Global Customer Excellence Manager, ABB Robotics

Andy McCutcheon, Customer Experience Manager, Arq Group

Kathy McGettrick, IBM Client Advocacy Officer & Vice President, IBM Market Development & Insights

Stacy Sherman, Director, Customer Experience & Employee Engagement, Schindler Elevator Corporation

Zancesca Spagnoletti, AVP, Customer Experience, Philadelphia Insurance Companies

Ian Stokol, CCXP, Sr. Digital Producer, Monash University


Provider Finalists

 Morana Bakula, Vice President Customer Experience, Bond Brand Loyalty

Phil Durand, Director CX Consulting, Confirmit

Catherine Gauthier, CCXP, Lead Customer Experience, Valtech

Borge Hald, Chief Strategy Officer, Former CEO, Co-Founder, Medallia

Robert Lamoureux, Senior Director Global Customer Advocacy, Verint

Dale Renner, CEO & Founder, RedPoint Global

Koren Stucki, Vice President Strategic Consulting & Analyst Relations, Clarabridge

2019 winners will be revealed live at 12 PM CST on Tuesday, October 1st—CX Day. For more information on this and other activities taking place, visit