Awesome Women to Follow in CX 2025
Throughout March, Women’s History Month, we’re celebrating some of the incredible women shaping customer experience and technology, where women remain underrepresented, particularly in leadership roles.
This year, our Women’s History Month focus is on empowerment. Not just in the sense of personal growth, but in the collective effort to break down systemic barriers, challenge bias, and create opportunities for women to lead, innovate, and thrive.
The reality is, progress isn’t guaranteed. Recently, we’ve seen diversity, equity and inclusion programs scaled back, corporate diversity roles eliminated, and political narratives shifting against inclusion. When companies retreat from diversity, equity and inclusion, it’s not just employees who feel the impact; it affects the way businesses serve their customers, design experiences, and build trust with diverse communities.
Yet, in the face of these challenges, women in customer experience and technology continue to drive change. They are leading innovation, advocating for inclusion, and proving—again and again—that diverse teams don’t just perform better, they create better experiences for everyone.
Therefore, we’re amplifying the women who are making an impact.
This is not a ranked or numbered list. Every woman featured here has made an impact in her own way, and each deserves recognition. Our mission is to amplify voices, celebrate achievements, and continue building a more inclusive future together.
So, without further ado, allow us to introduce this year’s 79 Awesome Women to Follow in CX…
Stephanie Linville | Principal CX Consultant, SKL Insights
📍United States
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Empathy fuels loyalty—I believe every interaction is a chance to make customers feel seen and valued. I have a passion for turning feedback into transformative solutions, bridging data and human connections. As an award-winning CX leader, I have been recognized for driving transformation and loyalty by listening deeply, acting strategically, and exceeding expectations. It’s not just about NPS or CSAT—it’s about aligning experiences with customer needs. I create connections that inspire loyalty across sectors like financial services, healthcare, SaaS, and consumer services. Ready to drive meaningful change? Let’s connect.
Natasha den Dekker | Lead UX Researcher, Santander UK
📍United Kingdom
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Natasha den Dekker is currently a Lead UX Researcher at Santander UK. Her role is focused on developing the ongoing UX Research strategy for multiple areas of the bank as well as supporting her team with Europe-wide research. Prior to this, she worked at LexisNexis, working across current products and the new development of products. She has also worked at varying agencies as a User Research consultant focussed on improving digital services for different government departments across the UK government and abroad. Natasha has also worked as an information professional in the NHS and a Librarian at Microsoft.
Chelsea Costelloe | Chief Excitement Officer, Exco TT
📍Trinidad and Tobago
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Chelsea Co-Founded Caribbean based customer experience agency, Exco, with a passion to propel the region and beyond into the wild world of CX. She is a fighter for the customer & specialises in Customer Journey Mapping, user experiences, and CX design. She has led projects across multiple industries and businesses, from small-town shops to large corporations. She has worked in insurance, telcoms, financial institutions, automotive, government, hospitality, and so much more.
Jodie Mountford | Enterprise Commercial Director, InMoment
📍United Kingdom
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Accomplished CX professional and Commercial Director for Enterprise Brands at InMoment, Jodie collaborates with leading brands across retail, utilities, travel, and hospitality. She specializes in understanding CX and business needs and designing tailored programs that drive measurable ROI.
With 10+ years in CX, 18+ years in global marketing, and 6+ years in commercial roles, she brings deep expertise in financial accountability and delivering impact. Jodie has successfully implemented CX initiatives that reduce costs, enhance efficiency, and boost retention, helping leaders adopt customer-centric strategies for profitability.
Lina Yahya | Founder & Chief Experience Officer, 4Front
📍United Arab Emirates
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With over 25 years of experience, including over a decade dedicated to Customer and Employee experience, Lina is an Advocate & Passionate Contributor towards improving experiences everywhere. She has been a recognised leader in the field, and was honoured as one of the Middle East's most influential Women
and named in the Top 50 Under 50 by the Female Founders Initiative Global. As a strategic growth driver, Lina has recently decided to exit the traditional 9 to 5 and venture out to champion the customer voice, developing impactful growth strategies, and advocating for operational excellence to ensure businesses’ success.
Anne Nyachomba | Customer Experience Professional
📍Kenya
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Anne is a visionary leader in customer experience and digital transformation with 19+ years of driving customer-centric innovation across Financial Services, Technology, Healthcare, and Non-Profit sectors. She specializes in human-centred design, service innovation, process re-engineering, customer journey mapping, and data-driven decision-making, improving satisfaction, reducing churn, and driving growth. She has led large-scale digital initiatives, helping organisations adopt IoT technology and optimise hardware and software solutions to enhance service delivery and business performance.
Susanna Baque | Senior Director Global CX, SCIEX
📍Spain
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Global leader of Customer Experience at SCIEX, a Danaher Company, for more than 11 years. I previously worked in the life sciences industry in different customer-facing functions, from manager roles within sales to technical support and market development. Leader of a diverse global team disrupting the status quo by driving a culture of customer-centricity through meaningful change management and continuous improvement. Committed to developing, motivating, and empowering teams to achieve results and exceed business and customers' expectations in a diverse and inclusive environment.
Clare White | Managing Director, ConnectedCX
📍United Kingdom
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Clare White CXAD (dip) is an expert in CRM, customer and employee experience strategy & leadership, with a +25-year career in customer loyalty, shopper activation & MarComs. She excels in crafting customer strategies, bolstering customer retention, and fostering cross-functional collaboration to realise a unified customer-focused approach for sustainable business growth.
Clare is passionate about empowering businesses to refine people experiences with her consultancy Connected CX, which offers customer-centric solutions to tackle business challenges. She is the author of “You’ve Got The Power. 6 Principles for Business Success".
Diane Magers | Founder and CEO, Experience Catalysts
📍United States
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Diane Magers is an international speaker, passionate best-selling author, recognised thought leader, and advisor on Experience Management (XM). She is a founding member and former Customer Experience Professionals Association (CXPA) CEO. She is a CCXP and holds an MBA and an MS in psychology. She is also the founder and CEO of Experience Catalysts, an experience management advisory and coaching firm.
Lara Khouri | Co-Founder & Consultant-Coach, The CEO Maker
📍United Arab Emirates
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After a successful corporate career supporting the international business development efforts of blue-chip, UK-based multinationals, Laran founded There is No Spoon, a boutique CX, EX, and change leadership consultancy & training provider and co-developed The CEO Maker, the world's first empathy-based, business-focused leadership accelerator that uses a coach-consulting approach.
Lara is one of the female factor’s “New Era of Leadership” global leaders, a founding member of various global communities, a customer-centricity awards judge, a sought-after keynote speaker, and a contributor to CX & EX initiatives around the world.
Obi Santos | Head of VOC Insights, Vivobarefoot
📍United Kingdom
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I have over 15 years of experience in customer experience and insights, with a deep passion for amplifying the voice of the customer. I specialise in leveraging data analysis and research to uncover actionable insights that drive strategy, optimise operations, and enhance customer experiences. My expertise lies in transforming customer feedback into meaningful business decisions that drive impact and long-term success.
Shameem Smillie | Head of Product Enablement: Applications, Vonage
📍United Kingdom
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Shameem Smillie is a seasoned Contact Center and CCaaS expert, who has honed her skills in Digital, Employee, and Customer Experience Transformation. Shameem’s diverse experience has led to numerous successful digital transformation projects, a testament to her ability to leverage technology to future-proof businesses and maximise investments. Her approach involves improving business and innovation and fostering a culture of empowerment and inclusivity. She prioritises people at the forefront of all interactions, humanising the interconnection between people, technology, business, and systems.
Saari Gardner | Customer Experience Lead, BHS Corrugated
📍United States
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Saari is an accomplished experience management executive, consultant, and speaker with 20+ years of driving customer-centric strategies that fuel growth, improve retention, and transform organisational culture. A 4x builder of corporate CX functions, she has deep expertise in embedding customer experience as a core business discipline. As CX Lead at BHS Corrugated, she collaborates cross-functionally to deliver impact for customers and colleagues. A CCXP, Qualtrics XM Scientist, and Prosci Change Practitioner, Saari is a trusted advisor and passionate mentor dedicated to advancing the field of experience management.
Leonora Gouveia | Senior Business Solutions Manager, SAS
📍United Kingdom
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With nearly 20 years in MarTech, Leonora loves helping brands connect with customers in meaningful ways. She’s passionate about using technology to make experiences smarter, smoother, and more personal—no matter the industry. At SAS, she explores how AI and MarTech can truly make a difference. A lifelong learner, she’s always up for great conversations, new ideas, and a bit of fun! Outside work, she’s a wife, a mom to two little girls, and the proud owner of her fluffy Maltese terrier, Fifi. She’s also passionate about healthy living, running, baking, and self-development through books and podcasts.
Valerie Peck | Partner, Elevate-X Consulting Group, LLC
📍United States
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Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology.
Elena Rozanova | Customer Experience Lead, Lloyd's Register
📍Latvia
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Elena is an accomplished professional in Customer Experience (CX) and marketing, with extensive expertise in developing and implementing CX strategies. She currently serves as the CX Lead for LR, the oldest international maritime classification society. Previously, she held positions at Rosbank (part of the Societe Generale Group) and Colliers International, where she significantly improved customer satisfaction and loyalty. Elena is also a founding member of Women in CX. She is a certified Customer Experience Professional (CCXP) and is committed to continuous learning, currently focusing on behaviour design and change.
Megs Armour | Head of Experience Design, Pensions & Investments, Lloyds Banking Group
📍United Kingdom
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Megs is the Head of Experience Design at Lloyds Banking Group, overseeing their wealth accumulation product portfolios. She leads multiple teams of multi-disciplinary designers across the UK, covering service design, content design, UX, and research. She brings 10 years of design experience from EY, Accenture, Deloitte, agency, and freelance work. Megs is passionate about CX strategy, journey management, and experience-led operating models. She loves to toggle between leadership and craftsmanship and is always leading by example.
Shalini Bhatia | Managing Director, GBYT Ltd
📍United Kingdom
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As a customer experience aviation and travel expert, I provide consultancy services specialising in helping brands to create seamless, high-value interactions across airports, lounges, and travel retail.
By aligning brand identity with operational efficiency, I craft human-centred strategies that anticipate evolving customer needs—ensuring businesses not only meet but exceed expectations. My passion lies in customer innovation, transforming touchpoints into moments that enhance loyalty, satisfaction, and revenue growth and my work has been recognised with a number of awards in the lounge and spa categories.
Simone Wilson | Vice President, Customer Experience, Ipsos
📍Canada
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Simone Wilson is a distinguished expert in Customer Experience Measurement, Insights, and Advisory with a remarkable track record of fostering collaborative client partnerships. As a Certified Customer Experience Professional (CCXP) and holder of an MBA in Customer Experience, Simone excels in delivering strategic CX initiatives and driving revenue growth.
With extensive CX research and advisory expertise, Simone leads work aimed at helping organisations design and deliver better customer experiences.
Tanya Fowler | Head of Customer Experience, FCT
📍Canada
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As Canada’s 79th Certified Customer Experience Professional, Tanya's diverse background in legal, sales, marketing and ops positions her to amplify the customer voice, ensuring they remain at the heart of every business decision. Under her leadership, FCT achieved significant industry recognition, winning both North America’s Customer Centricity Awards in ‘Customer Centricity in B2B’ + “VOC Insights” in 2021 and achieved 2nd place in Customer Centricity World Series Awards in 2022. She was honoured as a “Woman of Influence” by a Canadian Mortgage Professional and recognised as the “Emerging Leader in CX" by CXPA in 2022.
Fiona Blades | President and Chief Experience Officer, MESH Experience
📍United Kingdom
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Following a career in pet food marketing and agencies, including Leo Burnett, Fiona launched MESH Experience to fill a gap in marketing effectiveness measurement.
By capturing the whole customer experience, (paid, owned and earned), MESH delivers new metrics, like Share of Experience. Award-winning case studies for Fidelity International, Boots and Diageo demonstrate how these turbo-charge decision-making. Fiona is a Fellow of the Market Research Society, Past President of the Market Research Council in New York and a mentor for The Marketing Academy. An advocate for diversity, she founded diversityunlimited.org and is an honoree for She Runs It.
Kathryn Simons-Porter | VP Sales, EMEA, Local Measure
📍United Kingdom
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Since becoming a certified CX specialist in 2015, Kathryn has gone on to better understand the role of Emotional Intelligence within the workplace, having gained her Post Grad in 'Applied CX and EQ' in 2021. In 2024 Kathryn co-authored 'The AI Mindset' , her own writing focusing on how AI tools can cultivate Emotional Intelligence in the workplace, and the business outcomes that correlate to EQ investment. This book became a No 1 Bestseller in five countries by the end of 2024.
Joanna Carr | Customer Experience Consultant, Allegro
📍Norway
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Joanna Carr is a globally recognized CX consultant and influencer who assists businesses in understanding customer needs, developing customer experience (CX) capabilities, and promoting customer-centric growth. An author, keynote speaker, podcast host, and International CX Awards Judge, she also co-founded the Nordic B2B CX Conference. Ranked #17 in the 2025 CXM Stars by Customer Experience Magazine. Her mission is to make CX a core business ethos.
Nina Hoeberichts | CX Lead, Sherpany
📍Thailand
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Nina is a Customer Experience Specialist currently working as a CX Lead at a Swiss B2B SaaS company. She consults and gives advice on customer experience and UX research and helps companies to think in a more customer-centric way. She has more than 8 years of experience in CX and UX research and has helped several companies implement more customer-centric processes. She has extensive experience running UX and CX research projects. Most notably, with her current company where she won the Customer Centricity World Series Award in 2021 for the Best VoC program.
Ellie Sutton | Head of Customer Experience, Nestlé
📍United Kingdom
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Ellie Sutton is a distinguished leader in Customer Experience (CX) with over 15 years of expertise, driven by a passion for creating customer-centric strategies that deliver measurable results. Currently, as the Head of Consumer Experience for Nestlé UK&I, Ellie is at the forefront of spearheading CX omnichannel transformation across one of the world's leading consumer packaged goods companies. Her role involves building and driving Nestlé's CX strategy across every possible consumer interaction, ensuring best-in-class experiences that resonate with millions of consumers.
Kate Darcy | CX/Marketing Strategist & Consultant, Align to Connect
📍United States
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Kate stands at the intersection of marketing and CX, driving both innovation and strategic development. She's an expert in orchestrating impactful B2B & B2C product and client marketing strategies, with a strong focus on the digital experience, content marketing, and thought leadership. Her experience in both finance and marketing allows Kate to truly understand both sides of the equation and pivot easily in complex environments. In addition to working across multiple industries consulting over the last decade and serving as a fractional CMO, she built her initial marketing career at CME Group.
Sandra Thompson | Founding Director, Ei Evolution
📍United Kingdom
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1st Goleman Emotional Intelligence (EQ) Coach, TEDx, Trainer (& entertainer, apparently), CX & EX consultant. Author of A Guide to Grow Your Own EQ. Master of Authentic Empathy, keynote speaker and foster mum to Billy the Dog 🐾🐾
Olga Potaptseva | CX Transformation Consultant, European Customer Consultancy
📍Georgia
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An award-winning CX leader with 20+ years of experience, Olga has worked with top brands like AstraZeneca, Mercendes Benz, Ministry of Sports KSA, Tawuniya, Manolo Blahnik and others to lead customer-centric transformations. She guides her clients through change complexities and facilitates acceptance without burnout and with enhanced financial performance. She is the creator of the Agile CX Toolkit, author of two bestselling books, and a founding member of Women in CX. A global thought leader, keynote speaker and Top 10 Global Consultants, Olga also created Cxpanda, the first digital CX library.
Esther Mustow | Customer Experience Architect, Getronics
📍United Kingdom
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Esther is a certified customer experience expert who, for nearly 10 years now, has committed to working with B2B companies to develop customer-focused experience strategies that have improved clients’ customer retention and loyalty.
In her current position, she is driven to experience operationalisation, connecting clients’ voices to the daily functions of the business by providing unique, actionable insights into customers’ needs that matter the most. She is passionate about coaching, advising and guiding teams in adopting and building the mindset of traceable value delivery for customers.
Amélie Beerens | CX/EX Consultant & Leadership Coach, Brazen Leaders
📍Belgium
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Amélie Beerens is a leadership coach, CX/EX consultant, and founder of Brazen Leaders Incubator. With 15 years of experience across 10 industries, she blends CX, EX, and leadership coaching to build businesses that don’t break their people—or their leaders. She helps ambitious leaders 💪 build unshakable confidence, 🌟 expand their influence, and 🎯 stay aligned—while driving real business success. Host of Brazen Leaders – The Human Edge and writer of The Leader Attitude, she delivers straight talk on leadership, CX, and designing success—without the BS.
Marion Boberg | Offer Strategy Lead, Senior CX Consultant, Orange Business Belgium
📍Belgium
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As a CX Lead Consultant and Offer Strategy Lead at Orange Business, I specialize in CX orchestration, governance, and personalisation. With expertise in customer journey operations and data-driven engagement, I help organisations align business and IT to deliver seamless experiences. Passionate about Customer Experience Management, I drive strategy, presales, and CX implementation. A thought leader, I share insights on CX strategy, journey operations, and governance through LinkedIn, events, and soon podcasts. Let’s connect!
Carla Stocks | Global CX Partnerships and Strategic Programmes Manager, Kantar
📍United Kingdom
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With extensive experience across diverse disciplines, Carla believes that delivering operational excellence requires effective engagement and a thorough understanding of key business and cultural drivers. Her strengths lie in leading teams and thinking strategically to develop and execute plans that foster a high-performing environment. Carla has formed a skilled global COE of technical and CX experts, working with Kantar’s global CX Partners to deliver Implementation & Advisory services. She excels in managing cross-functional teams, enhancing operational efficiency, and ensuring clients get the best value from Kantar.
Vicky Hampson | Chief Customer Officer, Defy Expectations
📍Netherlands
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Co-Founder of Defy Expectations Ltd, Vicky has compressed three decades of leadership, management, real-world wins, trips and learnings gained in some of the world’s leading organisations in Healthcare, Sporting Goods, Education and Technology sectors to help clients build better behaviours and skills needed to simplify complex problems, make tough decisions faster and deliver results with impact. These experiences are the fuel for Defy Expectations and Vicky’s passion for creating great leaders and managers at all levels. Values close to Vicky’s heart are integrity, honesty, respect, family, and humour!
Stine Marsal | CEO, Experience Management Consult
📍Denmark
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Stine Marsal is a thought leader in inclusive customer and employee experiences. Founder of Experience Management Consult and InklusioNordic.org, she helps companies unlock business potential by creating diversity awareness and removing hidden barriers to inclusion and accessibility. With expertise in CX, accessibility, and diversity awareness, she has worked with LEGO House, Copenhagen Airport, and Tivoli Gardens. Stine is passionate about impact-driven change; she challenges traditional CX thinking to create real business results.
Gunjan Allen | Manager - Customer Experience & Advocacy, Translink
📍Australia
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Gunjan Allen is a senior leader in customer experience, marketing, and digital strategy, with a track record of transforming brands and embedding customer-centricity across industries. With expertise spanning retail, government, travel, food and beverage, she has led award-winning CX and marketing initiatives. Passionate about human-centred design and data-driven decision-making, Gunjan helps organisations bridge the gap between customer insights and commercial impact. A board director and speaker, she champions inclusive leadership and innovation in CX.
Crystal D’Cunha | Chief Experience Officer, The Inside View Inc.
📍Canada
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Crystal D’Cunha is an award-winning Customer Experience Engineer, Executive Leadership Coach, and internationally recognized keynote speaker. As host of Leaders Listen Up Podcast and CEO of The Inside View Culture Creators & Delight Designers, she helps businesses elevate culture, boost loyalty, and maximize profitability. A CX Influencer of the Year and Stevie Award winner, Crystal’s expertise spans CX design, bias awareness, and executive coaching. Women in CX can refine their skills, scale their businesses, and create lasting impact through her dynamic workshops and coaching programs.
Helen Luty | Head of Customer Experience, Landmark Information Group
📍United Kingdom
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Helen has over 20 years’ in Customer Service Leadership across a variety of B2B and B2C businesses.
As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of teams, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving needs of customers. Helen’s passion for making a difference, cascades throughout the CX Teams and has resulted in high engagement scores and as we all know…engaged and happy teams mean engaged and happy customers.
Sacha Thompson | Chief Evolution Officer, The Customer Experience Company
📍Trinidad and Tobago
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Sacha is a CX leader driving customer-led growth. She has spent seven years at Exco shaping CX across the Caribbean, USA and Europe. A certified expert in CX Strategy, NPS, Culture and Journey Mapping, she and her team at Exco design and implement CX programs focused on CX Strategy, Culture, Voice of the Customer & Experience Design. Sacha was CEO of Digicel T&T and previously held marketing roles at Coca-Cola, McCann-Erickson and S.M. Jaleel. She is Chair of Digicel T&T and serves on the Guardian Life, JSF & TT Chamber boards.
Renee Fokken | Director of Customer Experience, Cisco Systems
📍United States
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Renee is a seasoned IT industry professional with over 25 years of experience, recognised for being a data-driven leader, strategic visionary and forging strong relationships. Known for adeptly connecting the dots between technology, people, process, and tools to drive impactful outcomes. Currently, she is a Director within Cisco’s U.S. Public Sector’s SLED market. She has extensive experience in leading people, customer success motions, account management, mentorship, service sales and renewals.
Jeannie Walters | Chief Experience Investigator, Experience Investigators
📍United States
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Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.
Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose LinkedIn Learning courses have served more than 500,000 learners; a Certified Speaking Professional, and leads an online community via the CXI Membership program.
Gabriela Amaral | CX & Digital Consultant
📍United States
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Gabriela Amaral is a CX and digital consultant and mentor with 7+ years of experience in multinational companies across Brazil and the United States. Founder of a CX mentorship program, she has guided 200+ professionals. Before becoming a consultant, she led the global customer satisfaction area at AB InBev, boosting NPS by over 20 points across the Americas, Europe, Africa, and Asia. With a background in Computer Science and a Master’s in Human-Computer Interaction from UFMG, she started her career as a frontend developer and later managed a CX digital product at TOTVS, reducing churn and increasing customer satisfaction.
Frances Chapireau | CX Analytics and Voice of Customer Strategist, BuildCX
📍Germany
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Ready to take your Voice of Customer program to the next level? Then you should speak to Frances Chapireau. She is ideally placed to set your program up for success, combining her experience in customer research and Customer Experience Management technology with her focus on collaboration, team performance, and business results.
She is a B2B specialist and isn’t scared of complexity. Over 15 years working in an agency, vendor, and client-side, she’s helped well-known brands across industries as diverse as pharma, hospitality, scientific publishing, retail, utilities, and market intelligence.
Lauretta Campestre | AVP, Success Strategy, CallMiner
📍United States
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Lauretta has over 20 years of experience in CX and Contact Centers across diverse industries, she has dedicated her career to unlocking the potential of conversation intelligence as a catalyst for transformation. Lauretta combines her deep operational expertise with visionary thought leadership to inspire top brands to achieve their boldest business objectives. Passionate about driving meaningful change, Lauretta leads transformational efforts within Customer Success at CallMiner. Her mission is to empower customers to embrace innovation, realise measurable value, and celebrate their achievements.
Siobhain Goodall | Senior Client Executive, Ventrica
📍United Kingdom
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Siobhain is a dedicated CX and Contact Centre professional with experience in client relationship management and business development. Currently Senior Client Executive at Ventrica, she excels at articulating complex commercial solutions and building trusted partnerships. Siobhain has successfully managed high-profile accounts, delivering contract extensions and transformational technology solutions. A natural talent for understanding client needs, combined with commercial acumen and integrity, has established her as a trusted advisor. A sense of humour, CX knowledge and having fun along the way are key to her success!
Natalia Cerezo Martin | Founder, Executive & Leadership Coach, Empower & Lead
📍United Kingdom
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Natalia is a CX leader and Executive Coach, she is a “human Red Bull”. For a decade, she’s guided businesses through acquisitions, demergers, and transitions in entertainment, hospitality, and cybersecurity. A Certified Customer Experience Professional and ILM-certified coach, Natalia empowers ambitious women in CX & tech to be strategic, embrace emotions, refine their personal brand, and lead authentically. Fluent in English and Spanish, she fosters growth, resilience, and ambition. She never shuts up about building a SHINE file & doing your confidence workouts.
Anita Otete | Divisional Head - Customer Experience, M-Gas Ltd
📍Kenya
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My name is Anita Otete, and I have over 20 years of experience, primarily in the Financial Sector and recently in a technological, forward-looking business that is serving Customers in the clean cooking sector with the purpose of transforming lives.
My professional career has demonstrated my ability to formulate strategy, implement it with a strong bias in execution, and mobilise support amongst stakeholders to develop and provide personalized and customized solutions to support continuous improvement in the journey of the customer. A lead–by–example and roll-up-your-sleeve manager that builds on people alignment and capacity building.
Leonie Williams | Lead CX Consultant & Director, Customer Service Solutions
📍United Kingdom
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Leonie is a Top 25 CXM professional with a background in Waitrose, Hilton Hotels, and The Institute of Customer Service. With three years of co-running Customer Service Solutions, she helps businesses create customer-centric cultures through cost-effective, sustainable solutions. Leonie empowers organisations to see service through their customers' eyes and drive meaningful change through employee mindset. As a mentor and UK CXA judge, she is passionate about shaping the future of customer experience. Her mission: equip teams with the right mindset, tools, and strategies to deliver exceptional service that lasts.
Alex Robson | Director of Global Demand Generation & Marketing, CallMiner
📍United Kingdom
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Alex Robson is a marketing leader with 15+ years of experience in demand generation, communications, and customer experience. As Director of Global Demand Generation & Marketing at CallMiner, she leverages data-driven strategies to enhance engagement and growth. A champion of diversity, equity, and inclusion, Alex fosters opportunities for women by creating inclusive spaces where diverse voices are heard. Holding an LLB (Hons) in Law & Criminal Justice from De Montfort University, she blends analytical thinking with creativity. Outside work, she’s a keen photographer, musician, and devoted dog mum.
Lisa Elliott | Customer Experience Lead, BNP Paribas Real Estate
📍United Kingdom
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After 10 years of CX experience in the charity sector working across a variety of leading suicide and cancer charities, I now lead the CX and Social Value strategy at BNP Paribas Real Estate. Leveraging my expertise in consumer behaviour, VoC data analysis, and personalised communication strategies, I strive to optimise CX through automation and data-driven insights. I’m passionate about blending empathy with innovation, challenging traditional ways of working and creating meaningful connections for colleagues as well as customers.
Tamar Cohen | Founder & Chief Executive Officer, HaloEffect
📍United States
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Tamar has over 20 years of experience creating human-centric transformations, leaning into the intersection of customer and employee success. Her success is based on building relationships and bridging silos to align business goals and outcomes with employee productivity and engagement. By focusing on the behaviours and habits of teams and leaders, Tamar has designed Employee Value Propositions, employee and customer journeys and VoC/E listening programs to align new CX initiatives to EX programs leveraging research, data insights, workshops, training, and recognition programs.
Doreca Delbridge | Org/Biz Psychologist, Strategic Consultant, Dory Linda LLC
📍United States
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We are living in the Reciprocity Era—a time where people no longer accept one-sided transactions in work, business, or relationships. The old ways of operating—where companies, brands, and leaders expected loyalty, attention, or labour without offering real value in return—are no longer enough. People are demanding fair exchange, ethical value, and adaptability, and those who fail to meet these expectations are being left behind. Dory Linda is at the forefront of this shift, helping individuals, brands, and organisations navigate change by aligning with reciprocity as a core strategy.
Georgina Nelson | CEO & Founder, TruRating
📍United States
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Georgina Nelson, CEO & founder of TruRating, studied psychology at university and became fascinated with measuring, understanding, and predicting human behaviour. She realised the importance of trustworthy data and large sample sizes not seen in traditional market research. Then, Georgina worked in finance with Clifford Chance LLP before joining Europe’s largest consumer association, Which?, representing consumer privacy and data issues at an EU and UK Government level. Identifying a market need for representative consumer feedback, She created TruRating, a platform capturing feedback from the silent majority of customers.
Jennie Lewis | Senior Manager, Customer Insights, Airship
📍United States
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Jennie leads Customer Insights at Airship, helping brands measure the impact of their mobile strategies. Her research focuses on data-backed strategies that help businesses grow. She recently released a study in partnership with EMARKETER on Mobile Strategy. Prior to Airship, Jennie led Solutions Architecture and Strategic Alliances at CrowdTwist, where she built a team that designed technical architecture for omnichannel loyalty programs. Jennie started her career in martech at Epsilon. Outside of work, she's a mom + fur mom of three and an active volunteer with a focus on environmental sustainability projects.
Kat Robinson | Goal Lead, Natwest
📍United Kingdom
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Innovative, driven and customer obsessed Kat delivers extraordinary customer experiences that also reduce cost and drive revenue. Experienced in developing strategy and propositions with a strong track record of delivering results in an agile environment. Kat is an inclusive leader with a passion for developing herself and others and making customer's lives better by developing, delivering and improving products and services that help them manage their money
Funda Whitaker | VP, Strategic Insights, InMoment
📍United States
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I have been in the market research and customer insights industry for 25 years. The majority of this experience has been specifically in program design and strategic insights consulting for customer experience and loyalty. I lead a team of 15 insights consultants. We lead our clients to design their experience insights programs with their business objectives in mind, to ensure the resulting insights lead to impactful business actions. We provide meaningful insights and recommendations from all types of experience data through our integrated CX systems (surveys, conversations, digital, social, ops, or financial data).
Jenny Payne | Head of Customer Experience & Improvement, Cornwall Council
📍United Kingdom
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With experience in local government, transport, retail & hospitality, I drive customer-focused transformation, ensuring services are seamless, efficient & right first time every time. Passionate about challenging the status quo, I rethink service delivery, leverage technology and embed innovative to create better experiences. Committed to doing the right thing for customers, I champion solutions that reduce friction, build trust and make organisations more agile, responsive and aligned with the needs of the people they serve.
Marina Bezuglova | Executive Director, Ipsos
📍Portugal
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With a PhD in Medicine and over 20 years of experience in senior management roles at leading international research organizations like GfK and Ipsos, Marina brings a unique blend of scientific understanding and practical leadership to her work as a CX and EX consultant. Her expertise lies in:
- Developing and implementing human-centric strategies that prioritise understanding and fulfilling human needs.
- Guiding forward-thinking companies through CX and EX diagnostics, strategy development, and corporate value alignment.
Marina is a recipient of the Kotler Award and author of "Finding Serenity amid the Chaos”
Chloe Rice | Human Experience Advocate
📍United Kingdom
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Chloe Rice is a global customer experience leader with over 15 years of industry experience in sales, customer success, and experience. Over this time, Chloe has scaled her approach of genuine empathy and care for people to a global level, leading cross-functional teams and initiatives that drive sustainable, trust-based, and human-centric innovation. Driven by a commitment to elevating our human experience, Chloe combines strategic vision with hands-on leadership to foster open, collaborative environments.
Freya Finnerty | Agile Capability Lead, Enfuse Group
📍United Kingdom
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Freya is a collaborative Agile Coach/Scrum Master with extensive experience guiding technology teams in complex environments across sectors like FMCG, Oil & Gas, and Media & Entertainment. As an Agile enthusiast, she is goal-oriented and dedicated to supporting and growing teams and organisations to deliver human-centred outcomes. Freya is recognised for her talent in connecting people to creatively solve problems and drive progress. Fun facts: she is a classically trained actor and Zumba instructor.
Weronika Rosiak-Jedz | Founder & CX Consultant, Total Experience
📍Poland
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I'm a passionate CX Designer, Trainer, and Consultant empowering businesses to transform customer and employee experiences into impactful Total Experience practices. I help organizations deeply understand and optimize Customer Journeys to drive meaningful change. Experienced in B2B/B2C service design, journey mapping, and Design Thinking facilitation across banking, fintech, IT, consulting, and healthcare. I've worked for Credit Agricole, Credit Suisse, EY, SimCorp, and Oppa. Winner of the Customer Experience World Games (Polish edition). Speaker and author on CX practices, blending empathy, strategy, and action.
Susannah Simmons | Trainer, Coach, Cheerleader
📍United Kingdom
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Susannah Simmons helps solo service providers take better care of themselves and their customers - because a healthy, sustainable business starts with a healthy owner and happy customers.
With a background in digital transformation, customer education and fitness coaching, Susannah blends fitness, lifestyle coaching and customer wellbeing strategy and planning to help ambitious business owners choose the people, processes and tools that work for both them and their customers - prioritising health, energy and focus while creating exceptional, sustainable experiences.
Elena Svergunenko | UX Research Director, Xsolla
📍Germany
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As a UX Research Director, I lead international teams and explore user behaviours across diverse B2B and B2C markets: from the fast-growing digital economies of MENA and LATAM to the competitive landscapes of North America, Europe, CIS, and APAC. With experience in fintech, gaming, and beyond, I specialise in qualitative and quantitative research, operations, and storytelling, ensuring that insights don’t just inform but actively shape products and drive strategic business impact.
Anne Dawson | Senior Manager, Employee Development & Training, CallMiner
📍United States
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Anne is a seasoned professional in the field of employee development and training, bringing over a decade of experience to her role. With a robust educational background, including a Master’s in Organizational Management, Anne combines academic expertise with practical knowledge to drive impactful learning initiatives within organizations. Most recently, she was awarded the Impact Award at CallMiner for her work. Anne's expertise lies in the implementation of blended learning delivery methods leading to significant improvements in employee experience, retention, promotion rates, and overall employee engagement levels.
Oremeyi Akah | Chief Customer Officer, Interswitch Limited
📍Nigeria
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Oremeyi Akah is the Chief Customer Experience Officer at Interswitch, leading CX strategy across six business lines to ensure seamless, value-driven interactions. Starting her career as an implementation engineer, she played a key role in West Africa’s first MasterCard EMV processor. A Cambridge MBA graduate, she drives customer obsession, AI-driven insights, and culture transformation. Passionate about Africa’s growth, she founded Africans build Africa, an NGO focused on youth empowerment.
Nitzan Brock | Head of QA (CS), Candivore
📍Austria
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Meet Nitzan Brock, the Head of QA for Customer Support at Candivore. For seven years, she's shaped the support team for Match Masters, delivering top-notch service by refining procedures and tracking performance. Her career began in online advertising, offering her insights into digital communication. Nitzan holds a Bachelor's in Communications from the Reichman Institute and further credentials from Die Content Akademie and SmartNinja. She empowers support agents with training and listens to their feedback, transforming it into strategies that enhance performance, ensuring her team exceeds industry demands.
Sirte Pihlaja | CEO, CCXP, Trained LEGO Serious Play Facilitator, Shirute
📍Finland
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Sirte Pihlaja is CEO at Shirute, Finland’s first CX design agency, Head of Team at CXPA Finland, international keynote speaker and host of The AI Experience Podcast.
A pioneer in integrating Agentic AI into CX and EX, Sirte blends research, creativity and strategy to guide global brands in creating AI-driven, customer-centric models and AI governance. She is the author of three global bestsellers and a TOP CX/AI influencer with accolades such as TOP 25 AI Leaders to Follow in CX, CXM Stars TOP 25 CX Influencer, TOP 33 Inspiring Women in CX, TOP 50 CX Network Influencer, TOP 150 Global CX Thought Leader and CX Hall of Fame.
Rachel Terlau | Head of Global Customer Experience, OneStream Software
📍United States
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Hello! I’m Rachel Terlau. I have over 20 years of experience executing and advising on CX strategy, organisational transformation, and change adoption, with a particular focus on B2B, SaaS and high-tech markets. I believe the future success of every CX transformation effort means optimizing the entire operating model across technologies, processes, strategies, structures and, most importantly, people! To do this requires a distinctive change management capability and, perhaps more significantly, a ceaseless approach to change leadership.
Gergana Natcheva | Head of Business Solutions, Conectys
📍Bulgaria
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A champion for women in CX and technology, Gergana Natcheva is a CX transformation and bid strategy leader with over a decade of experience in the technology and BPO industries. She specializes in high-value solutions across CX, Trust & Safety, the Enterprise Technology Stack, and AI. As a Women in CX member and APMP-certified bid expert, she applies Agile methodologies to orchestrate strategic deals, foster collaboration, and drive customer-first innovation. Passionate about empowering women in tech, she blends agility, data-driven decision-making, and transformation to deliver measurable business impact at Conectys.
Thirza Schaap | Co-Founder & CEO, CX Unraveled
📍Netherlands
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Thirza, ranked #1 Top CX Professional worldwide in 2024 by CEM, is a dedicated advocate for Customer Experience, often saying she “eats, sleeps, and breathes” CX. Growing up worldwide, she brings a unique global perspective to her 15+ years of expertise. At CX Unraveled, she has crafted impactful customer and employee experiences with organizations like Aegean Airlines, Lely, Dutch Railways, and the Dutch Ministry of Foreign Affairs. Known for her practical, results-driven approach, Thirza focuses on strategies that create real change and measurable impact.
Roxanne Corrieri | Head of Customer Experience, intelliflo
📍United Kingdom
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I’ve dedicated my career to weaving my passion for CX into organizations. I've introduced CX Days, uniting teams to foster empathy, break silos, and design solutions. By nurturing collaboration and open communication, we drive innovation and create a culture of ownership and pride. I believe in breaking silos and fostering collaboration to unlock creativity. Prioritising happy employees and empathy deliver exceptional customer experiences. Continuous improvement is a shared adventure, with trust and transparency at the core. I champion a customer-centric approach, leveraging data to exceed expectations.
Serena Riley | Head of Customer Experience, ConverSight
📍United States
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Serena Riley is a CX powerhouse, experience designer, and empowerment champion on a mission to make every interaction unforgettable. As Head of Customer Experience at ConverSight, she transforms strategy into impact, blending innovation with human connection. A Certified CX Professional, author, and award-winning leader, she co-founded EmpowerX to elevate women and The Stacy Mansion to craft immersive experiences in hospitality. Whether revolutionizing CX or igniting empowerment, Serena brings bold ideas, contagious energy, and a passion for creating spaces—physical and virtual—where people thrive.
Kate Baird | Director, CX Talent Ltd
📍United Kingdom
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CX Talent Ltd was founded by Kate Baird and Jo van Riesmdijk in 2012, and is proud to consult and recruit for blue-chip companies across multiple sectors and scales of business.
We are equally delighted to advise and represent some of the brightest and most successful talent in the CX world. We enjoy the challenge and satisfaction of helping our candidates develop their careers, who in turn champion customers across the UK and globally. Both Jo and Kate are regularly invited to contribute to industry media, have judged at the CX Awards, and are proud members of Women In CX.
Czarina Sheikh Mathew | Business Excellence Director, Imtiaz Consultancy Limited
📍United Kingdom
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Czarina is a customer experience and service delivery leader with 25+ years of driving customer-centric transformation. She has a track record of improving business performance through people-focused strategies, cross-functional collaboration, and continuous improvement. A global speaker and award-winning consultant, she now applies her expertise to empower women 40+ in fitness, nutrition, business and personal growth. Through The Imtiaz Method, she helps women reset, thrive and unlock their full potential with a holistic approach to wellbeing and success.
Agnese Spona | Founder, Thinkness
📍Netherlands
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Experienced in internal and external communication (5+yrs), digital product (10yrs), and customer experience learning (5+yrs), I connect dots to drive innovation across disciplines. Passionate about applying design principles to education and human-centered tech.
Oriana Ascanio | Global Marketing Events Manager, EMEA, Foundever
📍United Kingdom
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I specialise in designing unforgettable customer experiences that bring people together, spark ideas, and drive impactful growth.
Whether it's shaping corporate events or connecting CX outsourcing solutions to the right hands, my goal is simple: to create moments that matter.
I thrive on collaboration and putting people at the heart of every experience. I’m passionate about the intersection of customer experience and event design, where intentionality and innovation amplify results. Oh, and I believe in the power of human connection. You’ll likely find me networking at major industry events, making beautiful CX happen!
Michelle Ansell | Managing Partner, Douglas Jackson
📍United Kingdom
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Managing Partner at Douglas Jackson, an executive search firm helping CEOs and business leaders hire impactful, diverse talent. Passionate about business, leadership, diversity, and CX, she also serves with the Customer Institute, advancing Global CX excellence. Host of The Impact Room podcast, championing leaders and inclusive workplaces, helping to elevate future talent. A business owner, speaker, and mentor, Michelle is dedicated to shaping high-performing teams that drive success.
Cristiane Ross | Director of Customer Experience, PURE International
📍China
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Cristiane is a seasoned professional with over 20 years of international experience in strategic partnerships, brand management, and enhancing customer engagement across retail, lifestyle, and hospitality sectors. Based in Hong Kong, she has worked extensively in Brazil, the USA, and Asia, excelling in driving exceptional experiences and aligning cross-functional teams. She is passionate about creating meaningful interactions and designing strategies that emphasize human connection, empathy, and collaboration, making her a valuable asset in diverse industries.
Julie Morgan | Customer Experience Director, Informa
📍United Kingdom
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Julie is an established leader in Product, Strategy, and Customer Experience (CX), driving revenue growth through customer-led innovation. At Informa, she shapes growth strategy and commercial success, strengthening CX and product capability across the organisation. Her career spans consulting and inhouse leadership roles at The Telegraph, Capgemini, and Travelzoo, where she has delivered market-leading products to meet evolving customer need. Passionate about capability building, she has grown teams, launched Centres of Excellence, and championed customer-centric change at scale.
Beth Karawan | Co-Founder & EVP, ImprintCX
📍United States
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Beth is a dynamic leader with over 25 years of expertise in consumer and shopper insights, market research, and strategic storytelling. She excels at bridging disciplines to craft customer-centric strategies that connect data-driven insights with actionable business outcomes. Beth’s ability to drive growth spans B2C and B2B sectors, leveraging her deep knowledge of brand strategy, customer experience (CX), and organizational alignment. Her expertise extends to co-founding ImprintCX, where she helps organizations remove barriers, design transformative CX initiatives, and foster customer-centric cultures. Beth is also a published author and frequent podcast guest. She offers fresh perspectives on uniting brand management with customer experience and is passionate about helping brands build meaningful connections and achieve sustainable success.