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What does the modern customer experience mean? What are the modern customer experience deliverables? How can organizations not differentiate, but evolve with the right techniques and resources? It’s these questions, and more, that drive Hali-Ma Khatun in her customer experience career –...
Faran Niaz’s skills as an award-winning photographer have given him a unique vision and perspective as a global CX professional. “Both photography and CX are creative arts,” he grins. “You get a chance to develop something that didn’t exist. You put a smile on someone’s face, and you...
An Accidental Evolution “There’s a saying that ‘sometimes the best things in life are free.’ For me, the best things in life are accidental,” laughs Olga Budieri, CCXP . As a student at the University of Jordan, Olga initially studied chemical engineering, but soon shifted to...
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Throughout Paulette Carter’s career, the voice of the customer has always provided her with a guiding light. Her customer experience journey started in the call center at MCI, at the brink of the divestiture of the telecommunications industry when the company became a key player against...
Married couples share many interests—gardening, working out, binging the latest Netflix hit—but only Dubai-based CCXPs Milda and Zayne Nair can say they each hold the Certified Customer Experience professional credential. Milda, as the Director of Enterprise Portfolio, Middle East for Meltwater,...
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The Early Days—Flipping Marketing on its Head For as long as she can remember, Andrea Krohnberg, CCXP , has been fascinated with understanding why people make the decisions that they do. She found herself intrigued by the science that underpins how companies discover the people who needed...
Russia may not be the first country you think of when you consider customer-centric business cultures, but if Olga Guseva, CCXP, has her way, that could change—eventually. A barrier as large as Russia itself is the country’s culture of deep citizen mistrust in, well, everything—banks, telecoms,...
Stein Broeder has long been aware of the impact that powerful experiences can have on customers. “Just as a person or consumer, I’m impressed by companies that have done it well,” Broeder says. “And I’ve noticed the impact it has had on me from a brand loyalty perspective.” In his role as...
Kay Lynn Hendrix, CCXP, believes that the ability to ask good questions is essential for any CX professional. As Director, Customer Experience at Dell EMC, Hendrix brings that inquisitive mindset to her team, which focuses on the experience of customers who purchase servers from the company. ...
Over the past 25 years, Freddy Chetty has had a front-row seat to the evolution of customer experience. "Titles have evolved since I first started, from Customer Management, to Customer Relationship Management, to Customer Marketing, and now to Customer Experience Management," says Chetty. ...
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