Top 50 customer experience leaders to follow in 2025

CX Network is proud to unveil our 2025 guide to the top customer experience (CX) influencers you need to follow this year.

From visionary CEOs and CXOs to trailblazing founders, thought leaders and academics, this year’s list shines a spotlight on individuals from around the globe who are redefining CX. These leaders are driving innovation in their fields, shaping the future of CX and inspiring the next generation of professionals!

To curate this year’s list, the CX Network editorial team considered a range of factors, including social media influence, industry experience, areas of expertise, recent achievements and past recognition. As CX continues to evolve and touch more areas of business than ever before, our selection reflects the diverse range of voices, roles, regions and industries that make up today’s global CX community.

Arranged in alphabetical order, each profile explains why the individual stands out, along with a curated selection of their top blog posts, videos and thought leadership pieces.

Scroll through to discover who’s making waves in the world of CX, or click a name to jump straight to their profile.

Peter Aitken

Kantar

Peter Aitken, UK head of customer strategy & insight at Kantar, leads a top-tier CX team and co-authored the 2024 Global Customer Experience Standards. With 17 years of research and consulting experience, Aitken has delivered award-winning strategies for brands like Virgin Atlantic and Hyundai. “CX is often a board metric,” he says, “but many struggle to show how all interactions impact growth.” His work bridges the gap between customer insight, brand perception and measurable impact.

Under his leadership, Aitken’s CX team secured major accolades, including Best Use of Customer Insight with Virgin Atlantic in 2024 and European CX Awards recognition with Hyundai.

Our pick of Peter Aitken's content:

• Webinar: Build meaningful connections: How to measure and improve CX for brand growth
• Find out what Peter Aitken is talking about on LinkedIn

Sudhir Agarwel

Everise Holdings

Sudhir Agarwel is the founder and CEO of Everise, a leader in CX outsourcing. Everise supports high-growth startups and Fortune 500 companies with AI-powered services across 8 global markets. With over 25 years of experience in BPO, Agarwel has expanded numerous companies and formed key partnerships, including with Microsoft. He has spoken at global forums and is a recognized expert in entrepreneurship, outsourcing and CX.

• Find out what Sudhir Agarwel is talking about on LinkedIn

Syed J. Ahmed  

P&N Bank

Syed J. Ahmed is the head of customer engagement platforms at P&N Bank and is shaping the future of CRM-driven CX. With 15+ years in the industry and expertise in Salesforce solutions, he specializes in using AI to enhance customer engagement and retention.

Ahmed sees AI-powered personalization at scale as the biggest CX shift in the next decade. His leadership in CRM strategy, Agile implementation and data-driven insights ensures that P&N Bank stays ahead in delivering smarter, more tailored customer experiences.

• Find out what Syed J. Ahmed is talking about on LinkedIn

Craig Brabec 

Best Buy

Craig Brabec is a veteran data and analytics leader who has driven AI-powered transformation at global brands like McDonald’s, Best Buy and Caterpillar. With 25+ years of experience, he blends strategy, innovation and technology to deliver measurable business impact.

An adjunct instructor at Carnegie Mellon and a strong advocate for STEM equity, Brabec is widely recognized for shaping the future of data leadership while mentoring the next generation of tech changemakers.

• Find out what Craig Brabec is talking about on LinkedIn

Heather Brace

Intermountain Healthcare 

Heather Brace, SVP and chief people officer at Intermountain Healthcare, leads with the belief that “caring for caregivers is the first step in caring for patients.” With decades of HR leadership experience in healthcare, Brace champions employee wellbeing, equity and purpose-driven culture. She’s known for aligning people strategy with patient outcomes, helping teams thrive in high-pressure environments. Her work in shaping a resilient, engaged workforce has positioned Intermountain as a leader in compassionate, people-first healthcare.

"AI tools alow caregivers to be nice and helpful. A provider can have a face-to-face moment whilst AI is documenting it, allowing the caregiver to be present in the moment," said Brace on the value of AI for CX at Qualtrics' X4 Sumit in March 2025.

• Find out what Heather Brace is talking about on LinkedIn

Nicole Cable

Blue Zones Health

Nicole Cable is the chief people and experience officer at Blue Zones Health and a passionate advocate for blending empathy, data and technology to transform human experiences. A Forbes Human Resources Council contributor, she is dedicated to making CX more human - especially in complex industries like healthcare. "With the right balance of AI and empathy, we’ll see more proactive, personalized experiences that truly meet people where they are," she predicts for the future of CX.

Cable bridges the gap between technology and genuine human connection. To improve digital engagement for patients with low literacy and fixed incomes, she co-created a mobile-first strategy using plain language, voice prompts and culturally relevant visuals - resulting in significantly higher engagement. 

Our pick of Nicole Cable's content:

• Webinar: The metrics you need to measure for CX success in 2025
• Find out what Nicole Cable is talking about on LinkedIn

Banu Cinar

JLR

Banu Cinar is head of CX design at JLR and has extensive experience in customer journey, voice of the customer and cross-functional team management. She has led multiple digital transformation projects, including BT's Enterprise All-IP migration and optimized customer journeys for Allianz, British Airways and others. Banu specializes in business transformation, stakeholder management and delivering customer-centric strategies that drive satisfaction and revenue growth.

Speaking with CX Network, she says that understanding customer needs is one of the biggest challenges CX faces today: “Customer needs are changing faster than ever and as a result many companies and CX teams struggle to design experiences that truly addresses the most pressing pain points.”

• Find out what Banu Cinar is talking about on LinkedIn

Barry Cooper

NICE

As president of the CX division at NICE, Barry Cooper is at the forefront of AI-driven CX innovation. He sees AI as a once-in-a-career opportunity to revolutionize customer service - not just by cutting costs but by fundamentally improving performance. “Make no mistake - we’re in a transformative moment,” he says to CX Network. “But it requires more than AI investment. It demands a strategic, orchestrated approach.”

Cooper champions a unified AI-powered platform that seamlessly integrates workflows, agents and knowledge, enabling enterprises to move beyond incremental improvements to true CX transformation. Under his leadership, NICE is helping businesses not just stay competitive but set new industry standards. With his vision for AI-driven, scalable CX, Cooper is a leader shaping the future of customer interactions.

• Find out what is Barry Cooper talking about on LinkedIn

Ben Coughlin

Webjet

Ben Coughlin is chief customer officer at Webjet and is a global CX leader known for scaling customer operations that deliver “predictable experiences - virtually or human.” With 20+ years in BPO and travel and leadership of 10,000+ FTE teams across 28 countries, Coughlin blends digital transformation with operational excellence. “Automation done right means happier customers, lower costs and more engaged teams,” he says. His data-driven, customer-first strategies have earned him a reputation for reshaping journeys and boosting long-term loyalty at scale.

• Find out what Ben Coughlin is talking about on LinkedIn

Claire Cunningham

Coles Group

Claire Cunningham is the national CX/insights manager at Coles Group and blends data, storytelling and “a touch of humour” to make CX more human. With experience across the US and Australia, Cunningham helps leading brands turn insights into action. “Exceptional customer experience should be easy,” she tells CX Network. “No need to overcomplicate it.” As founder of The Customer ConneXion, she champions CX strategies that balance efficiency with empathy: “At the heart of customer experience is human experience.”

Our pick of Clare Cunningham's content:

• Interview: Using data to strike a balance between company and customer needs
• Find out what Claire Cunningham is talking about on LinkedIn

Aileen Day

Aileen Day Advisory

Aileen Day is the founder of Aileen Day Advisory and is a passionate advocate for customer, employee and human experience - or as she calls it, “The Joy of CEHX.” Day has 20+ years of experience working in CX and throughout some of Australia’s most trusted brands, where she has helped organisations to become customer and human centric. Day brings a rare blend of strategy and empathy to her work. “CX isn’t an expense,” she tells CX Network, “it’s an investment in trust, innovation and growth.”

• Find out what Aileen Day is talking about on LinkedIn

Bennett Fox-Glassman

Macy’s

Bennett Fox-Glassman is senior vice president of customer journey at Macy's, where he leads a team of 200 colleagues focused on customer analytics, personalization and loyalty programs. He drives customer-centric transformation by aligning cross-functional strategies, democratizing customer data and enhancing engagement. With extensive experience in retail and digital transformation, Fox-Glassman’s leadership fuels customer loyalty and profitability through omnichannel programs and data-driven personalization. He holds an MBA from Kellogg School of Management and a BA in Economics from Princeton.

Find out what Bennett Fox-Glassman is talking about on LinkedIn

Myra Bryant Golden

Myra Golden Seminars

Myra Bryant Golden is a customer service confidence coach and the founder of Myra Golden Seminars. She helps customer-facing teams handle challenging situations with confidence and resilience. With a background in psychology and human relations, Golden has trained over two million professionals, including teams at Coca-Cola, McDonald's and Salesforce. She specializes in behavioural science, emotional intelligence and work-life integration, ensuring service professionals thrive in both their work and personal lives.

Our pick of Myra Byrant Golden's content:

• Weekly newsletter: The diffuser with Myra Golden
• Article: 4 customer baiting tactics (and how to outsmart them)
• Article: Should contact center agents be worried about AI?
• Find out what Myra Byrant Golden is talking about on LinkedIn

Nadina Guglielmetti

The Vitamin Shoppe

Nadina Guglielmetti is chief customer officer at The Vitamin Shoppe, where she leads customer strategy with a focus on growth, loyalty and innovation. Her data-driven and action-oriented approach allows her to blend emerging technologies with deep brand insight to create meaningful, revenue-driving experiences.

Future-focused and unafraid to challenge the status quo, Guglielmetti has a strong record of transforming customer journeys and accelerating digital engagement across industries.

• Find out what Nadina Guglielmetti is talking about on LinkedIn

Zack Hamilton

parcelLab

Zack Hamilton is the SVP, head of growth strategy & enablement at parcelLab. Offering a fresh take on CX, Hamilton helps brands drive real business impact. Turning CX into a revenue driver and accelerating sales velocity, Hamilton develops no-fluff outcome-driven CX strategies. Hamilton is known for saying what CX leaders are thinking but won’t say out loud!

Speaking to CX Network, Hamilton said: “One of the biggest challenges in CX today is that it’s still seen as a cost centre, not a growth engine - because too many companies treat it like a side project instead of a core business system. And let’s be honest: most CX pros haven’t been equipped with the skills, language, or tools to earn influence - so they’re stuck reacting to problems instead of driving outcomes. That’s the gap we need to close, fast."

Our pick of Zak Hamilton's content:

• Newsletter: Unf*cking your CX
• Speech: Transforming the customer experience
• Find out what Zak Hamilton is talking about on LinkedIn

David Hicks

Tribe CX

With over 40 years of experience in CX leadership, David Hicks is the founder and president of TribeCX, a global network of top CX practitioners offering expert coaching and proprietary tools to drive customer-centric business transformation. He works with Fortune 1000 leaders to design and deliver experiences that align with brand promises and deliver measurable impact.

Hicks also co-founded XM Coach, advising organisations on improving experiences for customers, employees and partners and chairs TMD, a leading Canadian marketing agency. A trusted advisor to the UK Government, major non-profits and start-ups, he’s known for his thought leadership, strategic insight and commitment to advancing CX on a global scale.

• Find out what David Hicks is talking about on LinkedIn

David Hills

ASDA

David Hills serves as chief customer officer at Asda, where he leads the development and execution of customer strategy across brand, marketing and experience. With a focus on driving customer loyalty and deepening engagement, he plays a key role in shaping how one of the UK’s biggest retailers connects with millions of shoppers.

Combining commercial insight with a customer-first mindset, David modernized Asda’s brand presence and aligned its CX with evolving expectations. His leadership reflects a deep understanding of retail dynamics and a commitment to delivering value through meaningful, data-driven experiences.

• Find out what David Hills is talking about on LinkedIn

Lui Von Holleben

Convenia

Lui Von Holleben is a Brazilian CX leader, author of Structuring Customer Success and host of the podcast Customer Success by Lui. As head of CS at Convenia and proud father of Clara, he blends strategic insight with heart. Looking ahead, Holleben believes “customers will pay for ROI,” and that “CS teams focused on long-term relationships will be the ones to outlast AI.” He also predicts CX will evolve toward “user-level personalization,” addressing individual pain points from day one.

• Find out what Lui Von Holleben is talking about on LinkedIn

Ken Hughes

Keynote speaker

Ken Hughes, often dubbed the "King of CX," is a global authority on consumer behaviour and CX. With a background in behavioural psychology and over 20 years advising top global brands, he advises some of the biggest brands in the world on customer & employee experience, omnichannel strategy, artificial intelligence (AI), retail futurology, the millennial/gen z shopper and the peer-to-peer economy. As an accomplished author, TED speaker, part-time university professor and actor, his performances are not only insightful and thought-provoking, but are also infamous for their sheer passion, energy and wit! He inspires brands to move beyond transactions and focus on human connection to create truly memorable, trust-driven customer journeys.

"To stand out, to set yourself apart, you must differentiate yourself – and one of the easiest ways of doing that is to use creative, emotive CX interactions,” says Hughes.

Our pick of Ken Hughes' content:

• Ken Hughes' YouTube channel
• Find out what Ken Hughes is talking about on LinkedIn

Conny Kalcher

Zurich Insurance Company

Conny Kalcher is the group chief customer officer at Zurich Insurance Company and brings over 30 years of experience in customer-centric leadership. She has led customer strategy for both commercial insurance and retail, launched the Zurich customer portal and driven transformative initiatives across sales, marketing and distribution.

“At Zurich we have implemented an AI supported tool to help the organisation simplify all our customer communication avoiding 'insurlish' (insurance speak) and making all customers communication easy to understand and without jargon. Rewriting thousands of documents at a much faster pace.”

Our pick of Conny Kalcher's content:

• Interview: Transforming CX at Zurich Insurance Group
• Article: Creating delight in the customer journey is more than a 'nice to have’
• Find out what Conny Kalcher is talking about on LinkedIn

Abdul Khaled

E.ON Next

As head of digital CX and digital products at E.ON Next, Abdul Khaled leads the charge in revolutionizing the energy sector through customer-centric digital innovation. With a background in digital strategy and transformation across global brands and startups, Abdul has been instrumental in building a digital-first product and CX team dedicated to reshaping customer interactions in the energy space. 

Speaking to CX Network, Abdul said: “One of our most innovative solutions involved transforming the traditionally dull billing process into an engaging, intelligent and rewarding experience. Recognizing that billing was a necessary but often frustrating touchpoint, we reimagined it as an opportunity to connect with customers on a deeper level.”

• Find out what Abdul Khaled is talking about on LinkedIn

Taimoor Khan

Mad Paws

Taimoor Khan, director of CX at Mad Paws, brings over a decade of experience building high-performing teams and customer-led strategies. Known for his data-driven approach, Khan designs experiences that not only boost satisfaction but also drive loyalty and long-term value. “Delight isn’t a one-off moment,” he says. “It’s about consistency, empathy and knowing your customer better than anyone else.” His leadership has helped make Mad Paws a standout in personalised, pet-centric service.

Speaking to CX Network, Khan said: "The biggest change in CX will be unlocking their superpower of hyper-efficiency, driven by AI and easy-to-use-tech making it faster to get things done. This is a huge opportunity for CX teams to research, develop and iterate on customer-impacting solutions with fewer resources and unmatched speed."

• Find out what Taimoor Khan is talking about on LinkedIn

Jaakko Lempinen

Yle

Jaakko Lempinen is the chief customer and portfolio officer at Yle and an advisory board member at CX Network, with extensive experience in data, analytics and AI across digital, broadcast and print-media industries. Specializing in digital strategy, customer experience and business development, he focuses on driving innovation and agile methods.

Speaking to CX Network about the biggest challenges in CX today, Lempinen says: “The biggest challenge is market fragmentation. We're seeing a rapid influx of new entrants, often AI-supported, leading to many appealing 'surface services' lacking long-term substance; this makes it crucial, yet difficult, to create a clear and distinct positive memory trace in the customer's mind.”

Our pick of Jaakko Lempinen's content:

• Replay video: Ask me anything: Data, analytics and gen AI with Jaakko Lempinen
• Find out what Jaakko Lempinen is talking about on LinkedIn

Adam Lindsey

Groupon

Adam Lindsey, VP at Groupon, envisions a future where “hyper-personalized, relevant and curated customer experience [is] the baseline expectation.” While AI will enhance efficiency, he insists humans will remain essential, focusing on high-value tasks rather than administrative work.

At Groupon, Adam tackled delays in identifying unresponsive merchants. “If two or more independent customers report that a merchant is uncontactable or has shut down, an automated flag is triggered instantly.” This system eliminates manual delays, allowing teams to act immediately and strengthening customer trust.

Our pick of Adam Lindsey's content:

• Interview: Groupon taps Trustpilot VoC to drive new service standards
• Find out what Adam Lindsey is talking about on LinkedIn

Chris Lipman

e&

Chris Lipman, chief CX officer at e& UAE, is an award-winning CX leader with a record of driving customer-focused transformations across telecom and digital sectors in the Asia Pacific and MENA regions. Specializing in operational, strategic and cultural CX, Lipman has successfully built high-performance teams that deliver globally recognized, award-winning customer experiences.

Looking ahead, Lipman believes the biggest challenge in CX will be balancing AI-driven automation with human-centred interactions, stating, "While AI can streamline services, customers still value personalized, empathetic communication." One of his most innovative solutions involved using real-time customer data to predict NPS scores, enabling proactive action before issues arise.

• Find out what Chris Lipman is talking about on LinkedIn

Jue Lu

Singapore Tourism Board

Jue Lu is the chief experience officer at Singapore Tourism Board. Lu champions visitor needs while shaping the future of travel through innovation and cross-sector collaboration. An award-winning UX expert, Lu brings deep multichannel experience across industries from retail to healthcare. With a background in industrial design, she blends creativity with methodical strategy to “define experiences that first meet consumer needs while satisfying business objectives.” Known for building strong client relationships and internal talent, Lu leads with both vision and precision in transforming customer journeys.

• Find out what Jue Lu is talking about on LinkedIn

Pete Miller

Octopus Energy

Pete Miller is the co-founder and head of CX at Octopus Energy, a company renowned for its customer-centric approach. Under his leadership, Octopus has become the UK’s largest energy supplier, with over 7.5 million customers in the UK. They now have over 2 million more across Germany, Italy, Spain, France, Japan, USA and New Zealand.

Miller has driven exceptional customer service initiatives, fostering a culture of collaboration, feedback and innovation. He champions a human-centred approach, empowering teams and maintaining strong customer relationships through technology like Kraken. Octopus Energy’s focus on transparency and communication is a key driver of its success and customer loyalty.

• Find out what Pete Miller is talking about on LinkedIn

Christopher Thomas-Moore

Formerly with Domino's

Christopher Thomas-Moore, a recognized voice in CX through the National Retail Federation, envisions a future shaped by truly personalized 1:1 marketing, powered by modern martech. He champions balancing tech innovation with the irreplaceable human touch, warning against over-automation. Thomas-Moore is passionate about solving real customer pain points, believing that reducing friction through innovation earns lasting loyalty and drives meaningful brand growth.

Speaking to CX Network, Moore said: "I’ve seen first hand that when a brand can ease a customer burden by innovating directly with goal to reduce or eliminate a tension, the brands earn loyalty and share as a result of those actions."

Find out what Christopher Moore is talking about on LinkedIn

Donna Morris

Walmart

As executive vice president and chief people officer at Walmart, Donna Morris brings extensive global leadership experience to one of the world’s largest employers. She is a key driver of organizational transformation, focusing on creating meaningful, engaging employee experiences that fuel company-wide success.

With a strong background in leading through change, Morris champions initiatives that connect people strategy to business outcomes. Her approach to employee engagement and culture has played a pivotal role in shaping Walmart’s workforce for the future.

Reflecring on her keynote at Qualtrics' X4 Sumit, Moris said that Warmart is "continuously evolving and implementing ways AI can streamline processes and empower our associates at scale. We’re encouraging teams to experiment with AI, share feedback and help us continuously improve and adapt to meet diverse needs across our segments and markets around the world."

Our pick of Donna Morris' content:

• Newsletter: Making the Difference
• Find out what Donna Morris is talking about on LinkedIn

Clare Muscutt

Women in CX

Clare Muscutt is a globally recognized CX leader, entrepreneur and keynote speaker with 20+ years of experience. She’s the founder of Women in CX (WiCX), the world’s first online community for women in customer experience and tech, now a 10,000-strong global network.

Named Global CX Professional of the Year, Muscutt is known for championing inclusion, innovation and female leadership in CX. Through WiCX, she’s reshaping the industry with consultancy, events3 and partnerships that empower women and drive meaningful change.

Our pick of Clare Muscutt's content:

• Article: Women's history month 2025: Why gender equality is at a crossroads and what we must do next
• Clare Muscutt talks with Crystal D’Cunha about employee experience design and being a mompreneur
• Find out what Clare Muscutt is talking about on LinkedIn

Vasi Philomin

AWS

As vice president of generative AI at Amazon Web Services (AWS), Vasi Philomin leads the frontier of AI innovation, creating solutions that are reshaping the technological landscape. He started the development of Amazon Bedrock, revolutionizing how enterprises build and scale generative AI applications. His leadership has yielded groundbreaking AI services across language processing, computer vision and industrial applications, including transformative solutions for the NFL through Next Gen Stats. As a champion of responsible AI innovation, Philomin has been instrumental in establishing frameworks and tools that ensure ethical AI development while driving technological advancement.

Speaking to CX Network, Philomin said: “GenAI is set to reshape CX into an adaptive, real-time network of interactions - seamlessly tuned to the needs of each customer across the full spectrum of touchpoints.”

• Find out what Vasi Philomin is talking about on LinkedIn

Anila Rose

Telstra

Anila Rose, head of customer service operations at Telstra, is responsible for shaping and leading end-to-end operational capabilities that enable a world-class customer experience. She drives collaboration between Telstra’s International business and core operational support teams, ensuring seamless delivery and administration of infrastructure, products and services. With a strong focus on efficiency and effectiveness, Rose places the customer at the heart of every decision and operational strategy.

• Find out what Anila Rose is talking about on LinkedIn

Amjad Al Sabbah

Sprinklr

Amjad Al Sabbah is group vice president for Middle East and Africa at Sprinklr, with over 20 years of experience in CX, business development and commercial growth. Since joining Sprinklr in 2018, Al Sabbah has been pivotal in expanding the company’s regional presence and driving digital transformation across MEA. Previously, he held key roles at Sky News Arabia, INTIGRAL and global agencies under WPP and Omnicom. He is known for leading CX transformations across both public and private sectors in the Gulf.

• Find out what Amjad Al Sabbah is talking about on LinkedIn

Carlos Sánchez

Kia

Carlos Sánchez head of CX and director of MECA at Kia in Spain and has been instrumental in transforming Kia's approach to customer engagement. With over 17 years at Kia and a background in Business Administration and Marketing, he emphasizes the importance of understanding customer behavior through behavioral economics. Under his leadership, Kia became the first company in Spain to achieve the highest level of CX certification by AENOR and the first automotive company with the Sustainability Certificate (SDGs). Speaking to CX Network, Sánchez says: "Understanding the customer through behavioral economics allows businesses to enhance customer experience with more personalized and effective strategies that influence decision-making."

• Find out what Carlos Sánchez is talking about on LinkedIn

Anna Noakes Schulze

The TheNTWK

Anna Noakes Schulze is partner & community lead at TheNTWK (The Network) Ecosystem, Europe’s leading community for digital business innovators. Schulze is a previous top CX influencer, co-author of global best-seller Customer Experience 3 and keynote speaker focused on emerging technologies in CX,  recommerce marketplaces. She also focuses on how the shift to circularity creates new CX challenges. Schulze works at the intersection of UX/CX and platform ecosystems to ensure a human-centred future for digital business.

Speaking to CX Network, she says: “The explosive growth of recommerce in recent years means that brands will need to design products and experiences not just for customer 1, but also customer 2, customer 3, etc. AI will play an essential role in managing rich data streams to better understand customer needs and preferences across the entire product lifecycle.”

Our pick of Anna Noakes Schulze's content:

• Article: Recommerce brings CX into the circular economy
• Webinar: Is the metaverse the future home of CX?
• Find out what Anna Noakes Schulze is talking about on LinkedIn

Heather Shoemaker

Language I/O

Heather Shoemaker is CEO of Language I/O, a tech innovator revolutionizing multilingual customer support. Her platform empowers monolingual agents to engage customers in over 150 languages in real time, integrating seamlessly with CRMs like Salesforce and Zendesk. Under Shoemaker’s leadership, Language I/O helps global brands improve CSAT, reduce costs and scale international support - without hiring more multilingual staff - by delivering fast, accurate translations driven by intelligent model selection.

Our pick of Heather Shoemaker's content:

• Webinar: Support global customers securely and accurately in any language
• Find out what Heather Shoemaker is talking about on LinkedIn

Bill Staikos

BNY

Bill Staikos head of client experience strategy & intelligence, Asset Servicing at BNY. He is a CX and EX leader with over 20 years of experience, driving transformation across industries like technology, retail and finance. He specializes in customer research, data analytics, AI-driven decision-making and UX strategy to create seamless, high-impact experiences. His work has helped businesses - from startups to global enterprises - develop CX strategies that deliver real business outcomes.

As the founder of the award-winning Be Customer Led podcast, Bill shares insights on customer leadership with listeners in 115 countries. He also writes Prediction Pridays, a newsletter forecasting future CX trends. Looking ahead, he believes AI-driven ecosystems will revolutionize CX, telling CX Network that "AI and wearables will anticipate needs, fix experiences in real time and actively shape consumer desires." 

• Find out what Bill Staikos is talking about on LinkedIn

Rob Swain 

KFC

Rob Swain is the former COO of KFC, now general manager, overseeing operations to drive efficiency and customer satisfaction. With extensive experience in the quick-service restaurant industry, he leads KFC's global operational strategy. Swain focuses on delivering consistent, high-quality service across KFC's locations while implementing innovative processes to improve customer experiences. His leadership is central to KFC’s continued growth and operational excellence in a competitive industry. 

Sharing the fast-food giant's journey with Qualtrics and AI at the X4 Sumit earlier this year, Swain said: “The guest experience could never exceed that of the team member experience. Pre-Qualtrics, we didn’t actually have the technology to bring that to life”.

• Find out what Rob Swain is talking about on LinkedIn

Gabrielle Syquia

Customer Experience Society of the Philippines

Gabrielle “Gaille” Syquia is the co-founder and CEO of Customer Experience Society of the Philippines. She is on a mission to redefine customer experience in the Philippines. As the founder of the Customer Experience Society of the Philippines (CXSP) and the country’s first Certified Customer Experience Professional (CCXP), she’s leading the charge to elevate CX standards. “Filipino consumers deserve better,” she says speaking to CX Network and through her work with CXSP and the CXPA Asia Regional Leadership Council, she’s ensuring that businesses recognize CX as a strategic driver, not just a support function.

Syquia envisions a future where CX moves beyond traditional surveys, using AI and behavioral data to truly understand customer needs. However, she acknowledges a key challenge in the Philippines: the lack of standardization in CX roles and practices. By advocating for consistency and clearer definitions, she’s helping CX professionals gain the recognition and influence they deserve. 

• Find out what Gabrielle “Gaille” Syquia is talking about on LinkedIn

Tim Thijsse

OrangeValley

As senior lead of CX optimization at OrangeValley, Tim Thijsse is impacting CX by leveraging AI and predictive analytics to create hyper-personalized and seamless experiences. He believes the future of CX lies in proactive strategies: “Organizations will shift from reactive to proactive CX, anticipating customer needs before they arise.” A strong advocate for embedding CX into company culture, he ensures every department aligns with customer-centric goals.

To overcome challenges like siloed operations and resistance to change, Tim applies design thinking. “By facilitating empathy exercises and iterative prototyping sessions, I brought cross-functional teams together to align on shared goals,” he said speaking to CX Network. His approach has streamlined customer journeys and significantly improved satisfaction metrics.

Our pick of Tim Thijsse's content:

• Interview: Making the leap from reactive to proactive CX
• Newsletter: Digital Experience Collective
• Find out what Tim Thijsse is talking about on LinkedIn

Jim Tincher

Heart of the Customer

Jim Tincher, founder and CEO of Heart of the Customer, is a leading voice in customer journey mapping and experience-driven growth. Through his consulting firm and books, he helps organizations turn CX into a strategic advantage, ensuring they focus on the right problems to drive meaningful change.

Jim warns that the biggest risk to CX today is its perceived irrelevance at the C-suite level. “A superior customer experience is the top driver of organic growth, but too many executives don’t see it that way,” he explains to CX Network. His work bridges this gap, aligning business goals with customer needs to create lasting impact. With expertise in journey orchestration and AI’s evolving role in CX, Jim is a must-follow leader for those serious about turning CX into a growth engine.

Our pick of Jim Tincher's content:

• Interview: How to save CX according to Jim Tincher
• Article: A study on how the world makes B2B supplier contract decisions
• Find out what Jim Tincher is talking about on LinkedIn

Jeff Toister

Toister Performance Solutions

Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he's the best selling author of four books, including The Service Culture Handbook. More than 11,000 customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. And, over 5 million people have taken his training courses on LinkedIn Learning.

Speaking to CX Network, Toister said that he wants “to see more humanization in customer experience. Automation is great, but there are places in the customer journey where warm, empathetic and helpful service make the journey far better.”

Our pick of Jeff Toister's content:

• Interview: Jeff Toister’s top tips for crafting a successful customer culture
• Newsletter: Customer Obsessed
• Jeff Toister's YouTube channel
• Find out what Jeff Toister is talking about on LinkedIn

Celso Tonet

Claro Brazil

Director of customer service and call center at Claro Brazil, Celso Tonet brings over 25 years of experience in operations management, customer service and process improvement within the telecom sector. Holding a Master's in Business Administration focused on organizational behavior, he has been pivotal in unifying CX, quality and service operations under one directorate at Claro. This consolidation has enhanced productivity and service quality, leading to significant achievements such as adapting to new regulatory frameworks and earning multiple customer relationship awards.

Speaking about the state of CX in Brazil, Tonet said that “the level of organizational maturity on the topic of CX is still low when compared to other countries. We need to evolve in the way we deal with these issues on a daily basis."

• Find out what Celso Tonet is talking about on LinkedIn

Brett Townsend

Quester

Brett Townsend is SVP of strategy at Quester, a branding and innovation strategy agency and has had a successful career generating sizable revenue on both the corporate and agency sides of consumer insights. He has led insights departments and teams, doing domestic and global branding and innovation for major brands like Pepsi, Doritos, Ruffles, Walmart, Frigidaire and Lowe’s. He is also co-author of the book Insights on the Brink, which examines the issues facing all areas of the consumer insights and experience industry and how the profession can evolve to realize its full potential. 

“The biggest challenge in CX is not to get seduced by thinking AI will solve all of our problems. It's a great tool that is only getting better, but the real magic of CX is to uncover stories and narratives grounded in radical consumer (human) empathy. Empathy is what drives the desire to create solutions and there is no empathy in AI,” said Townsend.

Our pick of Brett Townsend's content:

• Interview: Solving the problems facing consumer insights
• Find out what Brett Townsend is talking about on LinkedIn

Catherine Veronesi

City of Sydney

Catherine Veronesi, executive manager service experience at City of Sydney, is a CX and digital transformation leader who's worked across public and private sectors. From Asia to Africa, Veronesi has led global service strategies that enhance experience while boosting efficiency. “It’s about aligning service with what customers actually need,” she says. Leading omnichannel transformations and CRM rollouts, she empowers teams to deliver consistently excellent service at scale.

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Sharonda Weatherspoon

Ralph Lauren

Sharonda Weatherspoon is the senior vice president of stores at Ralph Lauren, bringing over 25 years of retail leadership experience. She’s recognized for her results-oriented, people-first approach builds high-performing teams to drive sustainable growth.

Beyond her corporate role, Weatherspoon is a passionate advocate for education and community, serving on the Board of the New Brunswick Education Foundation and engaging in leadership circles that champion women in retail​.

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Tonya Webster

New York State Executive Chamber

Tonya Webster, chief CX officer in the New York State Executive Chamber, is tackling one of the toughest challenges in CX - modernizing government services. “Driving change in a system built on legacy technology and deeply rooted policies is no small task,” she admits talking to CX Network. But for Webster, the real challenge - and opportunity - is shifting the culture. By pushing past outdated mindsets and bureaucratic red tape, she’s making government services more streamlined, customer-friendly and accessible for all New Yorkers.

Webster is focused on breaking silos, fostering collaboration across agencies and ensuring customer voices truly influence how services are delivered. “True transformation happens when everyone is aligned around the shared goal of delivering experiences that are simpler, faster and more human.”

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Jan Phillip Wintjes

Hugo Boss

Jan Phillip Wintjes is the EVP of global omnichannel at Hugo Boss and is responsible for all global business functions within the omnichannel organization at Hugo Boss and ensures exceptional customer experiences throughout the customer journey. Speaking to CX Network on the potential of agentic AI, Wintjes says that “the idea of AI agents autonomously completing complex tasks, making decisions and adapting to new situations is compelling.

However, real-world constraints like reliability, alignment with human intent and ethical concerns may limit its immediate impact. In the short term, expect progress in narrow applications (e.g., customer support, automation and coding assistants). In the long run, its success will depend on breakthroughs in reasoning, safety and user trust. It won’t be magic, but it will be transformative in certain areas.”

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Rob Wilson

Service Economics

Rob Wilson co-founder and director at Service Economics and is impacting how companies approach CX. With leadership roles at Aviva, RAC, Marsh and Hyperoptic, he’s spent years proving that great service doesn’t have to come at a high cost - if businesses focus on effectiveness over efficiency. “Too many organizations are still trying to become efficient, instead of focusing on becoming more effective,” he says talking to CX Network.

At Aviva, Wilson restructured a long-standing service model, merging sales, service and renewals teams while removing individual targets. The result was an impressive 60-point jump in NPS and increased sales and retention. Now, he advises C-suite leaders on how to fix broken CX strategies by tackling root causes head-on. As AI-driven automation grows, he warns that customers will struggle more than ever to reach a real human when they need help. Wilson’s insights and no-nonsense approach make him a must-follow CX leader in 2025!

Our pick of Rob Wilson's content:

• Article: When is a negroni not a negroni?
  
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Isabelle Zdatny

Qualtrics

As head of thought leadership at Qualtrics XM Institute, Isabelle Zdatny is a guiding force in the world of experience management (XM). She helps CX and EX professionals navigate the evolving landscape with confidence, producing industry-leading research, training teams and advising organizations on best practices. “I love CX’s unique position at the intersection of business success and genuine human connections,” she says speaking to CX Network, emphasizing how AI is unlocking new ways to personalize experiences at scale.

Workign with consultancy firm McKinsey, her team's research recently uncovered a massive $1.3 trillion AI opportunity in CX, yet only 15 percent of executives are positioning themselves to lead the charge. Isabelle warns that early adopters will gain an almost insurmountable advantage as AI-driven CX continuously improves. With her deep insights and passion for innovation, she’s tracking and shaping industry trends, ensuring that customer experience remains both cutting-edge and deeply human.

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