North American Customer Centricity Awards

Why become a Judge?

Be seen as a thought leader

Learn how organizations are becoming more customer centric

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.

Graham Shapiro

Chair of Judges - CEO, GSD

Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. Entrepreneur in Residence and on the advisory board for The Business Research Institute at The University of Chester. Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®.

Alexander de Groot

VP Marketing Procurement

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.

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.

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.

Brendan Tremble

Co-Founder - CX Consultant, CX Loop Consulting

Brendan is the co-founder of CX Loop Consulting where he heads up the Customer Consulting division. With over two decades of experience to the table, he is backed by a successful track record in the realm of, sales, CX and customer success.

Camille Nicita

Managing Director North America & Managing Partner, Gongos: part of InSites Consulting

Camille understands what it takes to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity through both ‘outside-in’ and ‘inside-out’ approaches is a differentiator to achieving organizational growth.

Cary Munk

Founder, Accelerant Strategy Solutions

Cary accelerates growth by applying customer success and experience best practices. By taking a genuine, creative, empathetic, collaborative, and humorous approach, Cary builds long-term relationships and leads client adoption, retention, expansion, and advocacy.

Christian Chiari Manni

Accounting Coaching Manager, Wave HQ

Christian is currently managing the Wave accounting coaching team, helping small business owners in the US and Canada. Now an ACCA/CPA candidate, as well as pursuing his Exec. MBA. He is honoured to be part of the Wave Advisors Team which won first place in the North America Customer Centricity Award and third place in the ICXA 2021.

Dan Baxter

Chief Customer Officer, Equilibria

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.

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.

Francisco Zapata

CEO, Kentricos

One of the first CCXP in Brazil, Zapata leads Kentricos, a consulting firm specialized on helping big companies create and evolve their Customer Centricity Programs. Zapata has extensive experience in the fields of Customer Experience, Customer Success and Customer Care accumulated as an executive and entrepreneur for more than 25 years.

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.

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.

Janelle Mansfield

Founder, Amplified Customer Experience

Janelle is an experienced and management consultant in the disciplines of customer experience, marketing, communications, change management and strategy. She is an early-adopter of technologies that foster better collaboration and engagement with customers, employees and stakeholders.

Jerry Campbell

Director, Customer Workflows ServiceNow

Jerry is the Director, Customer Workflows, Leading Practices for ServiceNow. He is responsible for delivering best practices for ServiceNow customer workflows implementations. His team influences the speed to market adoption of the platform thus accelerating unrealized value of business outcomes.

Judy Bloch

Principal CX Advisor, Medallia

As an experienced CX leader, Judy brings her passion for process design to create relevant, high-quality solutions based on customer needs. She’s a forward thinker, leveraging customer, industry, and competitive insights to build predictive strategies, positioning companies for greater success.

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.

Margaret Millett

Head of Global Resilience, Uber

Margaret J. Millett (MSBC, FBCI (Hon), MBCP) is an experienced, results-driven and forward-thinking Business Continuity Management (BCM) professional with demonstrated strategic thought leadership and management expertise. She has been actively involved in the BCM profession for 25+ years and worked for Fortune 300 companies.

Mary Drumond

CMO, Worthix

Mary Drumond is CMO at Worthix and host of the Voices of CX Podcast. She has a passion for consumer behavior and extensive experience in Customer Experience. Mary currently serves as a board member for UGA’s MMR Program, CX Board for Officium Labs, and co-chair of Latinas in Tech-ATL.

Meenu Agarwal

Customer Success Officer, Workday

Meenu is a skilled executive with extensive experience leading customer success, field operations, sales and professional services organizations at companies including Workday, VMware, HubSpot, and Vignette. As a pioneer in the Customer Success arena with a blueprint to scale and transform organizations, she has developed growth strategies leveraging channel partners resulting in increased Net Dollar Retention. Meenu is passionate about customer-centricity and delivering exceptional customer experiences.

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.

Patricia Descamps

CX/Personalization Associate Director, Clorox

As a strong CX and Consumer Insights leader with 10+ years of experience, Patricia has supported different organizations in developing and implementing robust Customer Satisfaction programs and research methodologies to take the relationship between brands and consumers to the next level.

Phillip Keiken

VP of User Experience, Farm Credit Services of America

Phillip Keiken is Farm Credit Services of America’s Vice President of UX and previously served as a Co-Founder with TD Ameritrade’s Innovation Incubator. He has over 20 years of experience in design and innovation. In his current role as VP, Phillip oversees experience design placing an emphasis on alignment of the organization’s customer-centric experience. Phillip is also the company design evangelist on the value of user-centered design as a strategic differentiator across the organization. Prior to joining Farm Credit Services of America, Phillip served in numerous leadership roles advising companies such as Allstate, McDonalds, State Farm, UL, AbbVie, and others, in the areas of experience design, strategy, and innovation.

Rod Mitchell

President, CX&B United, The Promotional Products Agency

Rod Mitchell is president of CX&B, a promotional merchandise agency dedicated to the human side of CX. Starting as a competitive swimmer and then a leader in business he has seen how teams can improve performance with consistent recognition and feedback. He is dedicated to helping leaders improve CX by ensuring an engaged and aligned workforce.

Roxie Strohmenger

VP, CX Strategy, UKG

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

Sanjeev Shelar

Manager, Facebook

Sanjeev Shelar is a visionary, highly experienced Senior Digital Leader and innovator with 20 years' achievement delivering complex multi-million EUR customer experience and e-commerce projects to achieve operational and customer excellence. He is passionate about architecting scalable strategies that improve customer experience, engagement and ultimately drive revenues. He believes customer-centricity is a shift in mindset and a sustainable way of doing business!

Stefan Kolle

Partner & Founder, Future Lab

Stefan is Co-founder and CEO of the CX Strategy and VOC boutique Futurelab since 17 years. With his team he drives customer strategy development, CX and CC implementation programmes, all built around solid VOC basics. He has worked with companies like Toyota, Vodafone, Lexus, Shell and Deutsche Bank.

Tom DeWitt

Director, CXM@MSU

Tom is the founder and Director of CXM@MSU (Michigan State University), an entity created to advance the field of customer experience management. With over 30 years as a CX practitioner and consultant, Tom has worked tirelessly in helping to create customer-centric organizations.

Alec Dalton

Managing Partner, Hospitality Leadership Academy

Alec Dalton inspires exceptional experiences using service science. Leveraging over a decade of experience in the hospitality industry, Alec is a Co-Founder and Partner of the Hospitality Leadership Academy. The consultancy supports brand names and boutique businesses alike with service-oriented customer experience strategy and training. He proudly serves as an Advisory Board Member for HorizonCX, in addition to being a member of the Board of Directors for the Customer Institute. Alec's publications include co-authorship of the textbook Operations Management in the Hospitality Industry and the first two international best-sellers in the series Customer Experience.

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

Aslan Patov

CEO, Renascence

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

Betül Yılmaz

Founder - Customer Experience Consultant, Elephant İstanbul

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.

Brian Dennis

Global Head of Retail Strategy, TruRating

Brian is the Global Head of Retail Strategy for TruRating and a best selling author on customer experience. He is a respected thought leader in the CX space and will be an incredible addition to the judging panel.

Carl Riley

Founder, Riley Group Inc

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

Charlotte Barnett

DFS Global Voice of the Customer Sr Manager, Dell Technologies

Charlotte is a passionate customer experience leader at Dell Financial Services (DFS), with a key focus to understand customer expectations and needs during their end to end journey. She finds it important to partner with other DFS leaders to drive CX excellence throughout her organization.

Cory Davison

CEO & Co-Founder, 4Xperience Ltd

With more than two decades of corporate and consulting experience, Cory has been a CX change maker for companies like Toyota and SMART Technologies and is an advisor for fast growing companies such as Shopify Plus, TAB Bank and Benevity. She's also the weekly host of Coffee with Cory!

Dana Hyatt

Customer Experience Principal, CCXP, Slalom

Dana Hyatt is Customer Experience Principal at Slalom, partnering with organizations to achieve sustainable growth through the customers' lens. Her deep expertise in collaborating cross-functionally to turn insights into business impacts comes from her unique industry experience leading both field and corporate-based Sales, Operations, Training, Data Integration, Account Management, Marketing Insights and Customer Experience teams at companies such as Neiman Marcus, Citi, Acxiom, Gucci, Alltel, Zale Corporation, Gold's Gym International, Accor North America, ADT, Southwest Airlines, and Thomson Reuters.

David Winkler

Associate Director Infrastructure Service Engineering, Rescue Party Give

David has spent his entire career delivering IT services in the financial services industry. Enhancing Customer Experience and delivering Digital Transformation have been areas of focus. He is passionate about helping his community thru volunteerism & works with several non-profits.

Enrique Saenz

CEO, PercepcionesCX

Mr. Enrique Saenz, has 25+ years of commercial experience and 10+ years practicing customer experience consulting for clients in Latin America. He is founder and CEO of PercepcionesCX a CX consulting firm and currently the leader of the CXPA Latin America Network.

Gustavo Morales

Director of Engineering, Toptal

A professional leader that brings his drive, energy, and passion to connect the best and brightest in technology with top organizations around the world in order to support companies' digital transformation. He has vast experience working for top companies in the world with a wide range of technology stacks. Gustavo has Implemented many SaaS cloud computing solutions for major airlines in the Americas and delivered a dozen of eCommerce solutions for top retailers’ companies in the United States. Last but not least, Gustavo has participated as Judge and Chair Judge in various international and prestigious events.

Hussein Dajani

Partner, Deloitte Digital

Hussein is the GM for Digital and CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, and Oceana overseeing some of the most dramatic customer transformations the company has had to go through in recent times.

James Buscaglio

Sr. Manager - Digital Services Delivery | Customer Success, GE Digital

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

Jeff Lojko

SVP CX Transformation, Bank of America

Jeff is a passionate, experienced practitioner at Bank of America who believes that the best client experiences are those that deliver value in a simple, enjoyable way. To him, client-centricity is about understanding and delivering what clients want, and why.

Jimmy Ball

Director of Product Design and UX, Securonix

Jimmy Ball is a highly experienced senior-level UX Strategist, information architect, and designer that has proven experience in positive business outcomes through research, branding, problem solving, and analytics. He was named one of Graphic Design USA magazine's "People to Watch in 2012" and has had work showcased in many design annuals and award shows.

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.

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.

Marty Kaufman

Founder & Principal, infinipoint

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

Mary Poppen

Chief Strategy and Customer Officer, involve.ai

Mary Poppen is the Chief Strategy and Customer Officer at involve.ai. Responsible for driving the Customer Intelligence category in the market, she is building a world-class delivery team focused on helping companies leverage the power of Artificial Intelligence (AI) to become customer-centric. Prior to involve.ai, Mary was Glint’s Chief Customer Officer at LinkedIn and Chief Customer Officer for SAP’s Global Cloud business before that. Mary holds a Master’s Degree in Industrial/Organizational Psychology and has over 20 years of customer success, business consulting and executive leadership experience.

Michael Hinshaw

President, McorpCX

President of customer experience strategy and consulting firm McorpCX, Michael Hinshaw is recognized by industry and analysts as a digital and customer experience leader. A CX speaker and best-selling author, he advises executive leadership at Fortune 500 and fast-growth firms.

Olga Guseva

Managing Partner, Integria Consult

One of the leading CX strategy experts and advisors based in Russia, СXPA member, loyalty measurement and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., keynote speaker and СХ blogger

Paulo Azevedo

Senior Design Manager - Enterprise Trust, Atlassian

Paulo is a Director, Head of Client Experience. He is a passionate customer experience leader that fosters a culture change shift to a more client-centric way of thinking and working, by understanding customer expectations and needs during their end to end journeys, and defining and implementing strategies to meet them.

Prithwi Dasgupta

CEO & Founder, SmartKarrot Inc.

Prithwi is Founder & CEO at SmartKarrot Inc. He has over 20+ years of experience in scaling and building profitable businesses. Prithwi is passionate about customer experience and the technology enablement of influencing digital touchpoints.

Rodrigo Edwards

Managing Director, Loyalty Metrics

Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

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 & International CX Consultant, 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.

Traci Konzer

Director of Research and Insights, Hagerty

As the Director of Research and Insights at Hagerty, Traci is responsible for all voice of the customer and partner programs. She is a passionate CX leader committed to delivering actionable insights that drive growth and change. She’s experienced in various CX techniques including qualitative and quantitative research, journey mapping, and service blueprinting.

Alessandro Donetti

Lecturer, MIP Politecnico di Milano - Graduate School of Business

Lecturer in the Master in Global Luxury Goods and Services Management of Politecnico di Milano and senior advisor for consumer centric transformation programs. Since more than 30 years, Alessandro has run consumer centric transformation programs in several industries, like automotive, banking, insurance, luxury and retail.

Anastasia Vladychynska

Customer Experience Consultant, Vladychynska Customer Service

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.

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.

Bob Azman

Founder & CXO, Innovative CX Solutions

Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.

Bruno Guimarães

Community Manager - Founder, Amigos do CX

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.

Cary Cusumano

CX Design Strategist, Verizon Enterprise Solutions

Cary is a seasoned Customer Experience (CX) and Design Thinking professional in Verizon Enterprise Solutions. As a CX Design Strategist, he works with Verizon’s largest enterprise clients to articulate, design, and implement their CX strategy and vision. He is a Certified Customer Experience Professional (CCXP) and a 2016 winner of the Customer Experience Professional Association’s (CXPA) CX Impact Award.

Dr. Chris L Brown

CEO and Co-Founder, Marketculture

Chris is a global expert in customer-centric business strategies. He and his colleagues have conducted extensive research on this topic and published articles in Strategy & Leadership, B2B Magazine, the CEO Refresher, the Harvard Business Review Blog, the CMO Council program on Market Sensibility and other journals.

Craig Lee

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.

Daniel Burks

VP of Customer Experience, America’s Car-Mart

“The only service worth anything is the service to others.” That sums up Dan Burks’ philosophy about customer service and his aspirations for America’s Car-Mart. As the company’s Vice President of Customer Experience, he leads the company’s customer experience transformation. In his 20+ years in leadership positions at Home Depot, Walmart and Car-Mart, he’s designed and implemented numerous innovative business initiatives that drove successful business outcomes.

Debbie Fulton

Business Owner, Hive Consultancy

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

Faran Niaz

Customer Experience Specialist

Highly experienced Customer Experience & Digital Transformation specialist. Change Management Expert with over 25 years of experience in Banking / Financial Services including successful establishment and running of Alternate Channels, Call Centers, Customer Service Units, Complaint Resolution Units & Quality setups for Citibank, Mashreq Bank & Abu Dhabi Islamic Bank. Global Customer Experience Judge and speaker on various platforms as an industry expert. Faran has led ADIB win ‘Best Bank in Customer Experience’ in UAE for last 7 consecutive years. An achievement of un-parallel proportions. Faran is also a talented and an Award winning photographer. His photographs have been exhibited in UAE, Thailand and Italy.

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

Design and Delivery Director, FAIR Consulting Group

As a CXPA 2019 Impact Award Winner, Ian uses a blend of CXM, UXD, BE and PM skills working with organizations and leading teams to first understand customers and then plan, align, create and deliver award winning customer-centric experiences.

Jan Uriga

Strategist, Inno8 s.r.o.

Jan believes in the value of science and magic of creativity/emotions that both serves for the good of humans. Have worked with value-adding leadership and transformation tools creating both top line and bottom line growth. By constantly challenging the way things are done he design and implement customer and employee experience strategies.

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.

Lawrence Levinson

Director & GM, Wave HQ

Lawrence is an accomplished executive leader with 20 years of multinational experience across B2B/B2C cultures and industries. He has driven top-line growth & ROI through Business & Strategic Development, Customer Experience, Sales, Loyalty and Marketing in Startup, Fortune 100 & Forbes Global 2000 companies. A Certified Customer Experience Professional (CCXP), Master of Applied Science & Management, Professional Biologist and Mastering Design Thinking alum from MIT Sloan, Lawrence is the current President & Chair of CXPA Toronto, and sits on advisory Boards for CSPN and Corinium Global Intelligence.

Margaret-Anne Heyland

Consultant, Evolv Consulting

Margaret-Anne is a Consultant of Evolv Consulting and has over 2 decade in the Financial Services Industry. As a passionate CX Leader, she spent 20 + years at USAA and helped evolve and build award-winning experiences for Investments, Retirement and Financial Health. In previous roles she was the CX Officer at American National Bank of TX and Head of Participant Experience at MassMutual. Her passion is understanding needs and expectations of customers and looking for opportunities to improve their experiences by incorporating technology, empathy and understanding emotion at every customer touchpoint.

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.

Matias Gadda Thompson

CEO, Blecx

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

Mike Kendall

Founder, The Customer Lab

Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world.

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.

Phil Wright

VP of Client Engagement, QuaXigma

Phil is the CCO at Badger Technologies and leads all post-sales activities. He has had more than 30 years of experience and has held leadership positions in Product Development, Quality, Lean Six Sigma, and Customer Experience. He holds a Bachelor’s and Master of Engineering degree, has 26 US patents, and is certified in Lean/Six Sigma, NPS, and Customer Experience.

Rick Denton

Managing Principal - Customer Experience, Voice of the Customer, Employee Engagement, Operations, EX4CX

Rick helps customer-focused clients increase revenue by showing how to listen to customers & start delivering great experiences for every customer, every time. Hosts the CX Passport podcast. Rick believes the best meals are served outside and require a passport.

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.

Sandra Greene, CCXP

President & Chief Strategist, Sandra Greene (SG) Consulting

As an industry-leading Customer Experience and Loyalty Consultant, Sandra loves helping her clients leverage their data and human-centred strategies to improve both customers' lives and companies' results. She sits on the Boards of CXPA Toronto and Lung Health Foundation.

Shadi Swairki

Head of Hospital Services, Bupa Arabia

A high Medical and Operational Professional with superb leadership skills, impressive record of growth and success for more than 13 years of experience in Operation Excellence and Customer Experience Management in the healthcare sector. He firmly believe in passionate and inspirational business leadership which energizes both organizations and individuals, helping people and organizations to be among the best in all aspects and this is his motivational fuel

Tim Kist

Director, Marketing and Customer Experience, TK3 Consulting

Tim Kist, FCMC, is the Managing Director of TK3 Consulting. Central to his practice is a focus on ensuring a customer-centric view in corporate strategy and marketing strategy plans. In addition, Tim teaches strategic planning, marketing, and advertising at the University of Winnipeg PACE program.

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