Donna O'Toole

Donna O’Toole is an experienced awards expert who has helped hundreds of household brands, businesses, and leaders to grow their profile through winning prestigious industry awards. As a founder of ‘August’ a unique recognition agency that helps business leaders and their companies to raise their profile, Donna has proved her expertise through an outstanding success rate in The Queen’s Awards for Enterprise competition. Donna has now launched a unique digital training platform designed specifically to help small businesses, comms teams, and entrepreneurs to win the awards they enter.

Ian Golding

Ian Golding is a Certified Customer Experience Professional. A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed CX tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of CX, Ian was the first to become a CCXP Authorised Resource & Training Provider.

Ash Cripps

Ash has worked in leadership roles for the Automobile Association for the last ten years, and has over 15 years experience specialising in Contact Centre operations and CX, Business Change, and Field Service Management. Ash is also a Companion Member of the Institute of Customer Service and certified Change Management practitioner with certifications in PRINCE2®, AgilePM, Lean Six Sigma, ScrumMaster®, ITIL®, and ITSQB Software Testing.

Christopher Brooks

Amanda Riches

I love judging the Awards because you meet so many inspiring people. For many years, I headed up the Quality, Guest Insight and Customer Services function at Whitbread, and established the successful service formula that sits behind Premier Inn, the award-winning leading hotel chain. I now help organisations operationalise their customer and employee feedback programmes to deliver real business impact and engage senior and frontline teams to deliver excellent experiences. Previous clients include Generali, Selfridges, Fidelity Investments, NTT Ltd, Al Tayer Retail, Travelodge, Unilever, Vodafone, Permanent TSB and Philips. https://www.medallia.com/

Edwin Best

Edwin Best is CRM & Customer Experience expert: author, interim, Agile and business coach. He is the owner of edwinbest.org, guiding organisations for the transformation towards Customer-Centric business. Edwin has (internationally) collaborated with a lot of customers with a wide range of CRM & Customer Experience issues; CRM & Cx strategy, CRM selection & CRM implementation and IT & business change. He is acting on the cutting edge of business and ICT. His mission is to make an active contribution to the discipline of customer-centric business.

Faran Niaz

Faran Niaz is an accomplished Customer Experience, Digital Transformation & Change Management Expert. Business leader with over 25 years of extensive Global experience with Citibank, Mashreq and ADIB as Global Head of Customer Experience in establishing and running CX Digital and Social media channels, Alternate Channels, Call Centers, Customer Service units, Complaint Resolution units and end-to-end Quality setups. Faran Niaz specializes in strategizing, providing consultations, leading teams, and managing Agile and Journey Map driven Customer Experience to achieve strategic business objectives. Globally acclaimed Customer Experience Judge, Trainer and speaker on various CX platforms as subject matter expert.

Joanna Hetherington

Joanna is passionate about people and technology in contact centres ! As a creative strategist & results driven transformation leader with extensive experience Joanna has held several senior roles across different industry verticals and successfully led many international technology and business transformation programs and large operational teams in both contact centres and commercial business operations . Joanna was an early adopter of CX riding the wave of change towards digital and automated channels of contact in the CRM and Omnichannel space she established some of the founding customer experience teams within the travel industry helping switch the focus of organisations towards the customer.

Marleen van Wijk

Renata Liuzzi

Jo Boswell

Jo advises on customer experience innovation and supports customer experience leaders with coaching development. She focuses particularly on helping organisations harness customer data, insight and technology to drive customer experience improvements, whilst driving the cultural change needed to unlock value for themselves and their customers. Jo previously enjoyed a career with British Airways spanning 27 years, where she was the driving force behind the airline’s ‘Know Me’ initiative, a successful transformation programme that embedded personalisation into the customer experience and service strategy. CX Magazine listed Jo in the top 20 Customer Experience Influencers in December 2019.

Olga Potaptseva

Olga is a Founding Director of European Customer Consultancy, supporting major brands across the globe in their customer-focussed business transformation. With a strong research and insight background, she helps clients to ensure understanding of their customer needs is used effectively to fuel value creation and growth. Olga is experienced in leading projects in the UK, Europe, Middle East, Far East and Russia, often pioneering CX adoption in new markets.

Gökhan Kara

Gökhan Kara is a Certified Customer Experience Professional (CCXP). He is the first and the only CCXP in Turkey, one of 1000 in the world. He is founder and leads the Customer Experience Professionals Association (CXPA) Istanbul Network since 2018. Also, he’s selected as 2020 Board of Directors of CXPA, which has 4000 members from 70 countries. He’s a jury member and chair of judges in prestigious customer experience awards such as International CX Awards and UK CX Awards. He’s the winner of “2019 CX Impact Awards” and selected as “2019 Top 25 CX Leader of The Year”. He worked as a CX practitioner in Telecom, Banking and Energy sectors for almost 10 years. Currently, he works as a Customer Experience Advisor at Pisano. He’s writing articles for Harvard Business Review Turkey, CX Magazine and CX Network. He’s an international keynote speaker and gives training and consultancy to companies for better customer experiences. https://linkedin.com/in/gokhankaracx/

Aline Mueller

#CXWINGWOMAN Aline Mueller is an innovative thinker with solid experiences in enabling companies and people to become truly customer-centric. She is passionate about simplifying customer journeys, designing innovative services and processes, driving digitalization and thus increases customer loyalty and a companies revenue. Besides working for AXA Switzerland as a Senior CX Expert, Aline coaches and supports start-ups in designing products and services their customers love.

Anna Karadimitriou

Anna is Vice President of Focus Bari, a leading customer insights consultancy in Greece She is a Certified Customer Experience Professional by CXPA, an NPS2 Certified Associate by Satmetrix® and trained designer by the Design Thinkers Academy UK Combining her long experience in qual and quant research approaches with the most updated CX tools, she is a true advocate of customer experience & its importance in a contemporary business environment, working to help organizations creating continuous feedback mechanisms that lead to business innovation with “outside-in” perspective She is a visiting lecturer in executive programs of Athens University of Economics and Business (AUEB) with focus on Customer Experience & CJM.

Hendrik Weber

Hendrik is a globally experienced CX partnership leader, creating best in class customer and partner solutions. He is passionate about creating highly collaborative business partnerships that thrive by creating true win-win relationships in which partners are equally committed to each other’s success. Hendrik has a proven track record of 24-years successfully managing and optimizing CX operations while achieving highest levels of customer and client loyalty, working with various regions and mentalities as in the Americas, India, Philippines, China, as well as Eastern and Western Europe.

Tawfiq Al Lawati

Senior Professional with over 17 years’ experience in Customer Experience, Customer Care, Digital innovations and Operations Excellence. Part of Omantel 3.0 strategy of exceeding customer expectation, Tawfiq worked with talented Omantel team to establish Customer Experience framework for the whole organization, covering all the customer journey aspects and benchmarking with industries best practice. led the change of mindset towards Customer Centricity through Initiatives like “Engaged Employees Makes Happy Customers” Established Customer Experience Week, which is a yearly event that focuses on effective and efficient interdepartmental collaboration to ensure that support departments practice customer centricity from within in order to help customer facing teams to delight customers.

Alina Dimbean

Alina is leading the Customer Experience Program within E.ON Romania Group, addressing CX strategy, NPS, Customer Journeys redesign using Design Thinking and Agile, employee experience and engagement and cultural transformation. Her passion for understanding customers and their needs together with more than 8 years of experience has enabled her building up a strong program to transform E.ON Romania into a Customer Centric company resulting in proven performance of improved Customer Experience for both B2C and B2B over the past years.

Andreas Constantinides

Andreas S. Constantinides is a Senior Consultant at Global Telco Consult, an independent consulting firm, based in Munich with significant expertise in A2P business messaging. Andreas holds two decades of experience in telecommunications industry and he is passionate for high value customer service performance. During the last 5 years with his team succeeded to claim and win more than 30 European and International distinctions and Awards in the fields of Customer Service, Customer Experience, Marketing, Training and Innovation. He is a qualified Professional Business Trainer of National Organization for the Certification of Qualifications & Vocational Guidance and author of numerous best-seller Sales books and manuals.

Andreea Coca

Andreea is currently the CX Domain Lead for Kantar in Romania. She has over 10 years’ market research experience in consumer needs and pain points in the service industry and, more recently, is consulting on integrated Customer Journey and Voice of the Customer programmes. A strong advocate of customer-centric organizational culture, retention programs and using the right CX metrics, she also facilitates courses and workshops for marketing professionals, which she always ends with: “Empathize with at least one customer a day!”

Andrei Romanescu

Andrei is passionate about mentoring ambitious individuals and teams at all levels to get ahead of the game in the areas of Strategy, Execution and Leadership. A curious mind, in his 23 years of professional experience Andrei has explored industries like Telecom, BPO, Shared Services and IT, undertaking various Senior and Executive roles in Customer Service, Marketing, Finance and Operations Management. Having led organizations of 3500+ people, Andrei’s experience, mindset and approach made him a sought-after resource for Think Tanks and Association Boards.

Athina Tsiavou

With more than 20 years of experience in Operations and Customer Service roles, Athina has a holistic approach for all customer needs and the overview for both traditional and digital methodologies. She has been responsible for improving CX, has specialized in multifunctional Contact Center teams. She has been sharing her vision of customer-centric culture, sharing the way of how the combination of data, empathy and simplicity can not only bring high value to customers but also give businesses a big opportunity when combining behaviours and technology. She truly embraces the motto that “We are 100% people and we support 100% people”. The more valuable stories you share, the more impact you have in your customers' lives. She has been working on the e-Commerce Industry for more than 18 years and she is currently the Contact Center Manager in Avis Budget Greece.

Bogdan Stefan

Bogdan Stefan, Senior Business and Tech Consultant and Technical Program Manager at M3 Holdings, with more than 20 years experience in the financial sector is deeply connected with everything related to technology and IT. After working in banks as Executive Director, he decided to be more closer to innovation, and become a part of InnovX business accelerator program. He is a part of mentor squad there, being the main tech adviser. As an avid tech enthusiast, Bogdan is fascinat-ed by domains such as blockchain, artificial intelligence (AI), and machine learning. FinTech, new kids on the block, is the latest challenge that he accepted, being a part of young enthusiastic team that is trying to develop solutions for the future in the financial industry.

Catalina Radu

Catalina's career started in customer care & sales, then focused on marketing since 2013, for companies in ITO, software services, SaaS and now as Head of Digital Marketing & Customer Experience at Fenix, an e-commerce start-up that's disrupting the smartphone market in Romania by introducing refurbished phones. Catalina has a BBA and certifications that reflect her passion for results-driven marketing that optimizes customers' digital experience: Google Analytics, Search Ads, Display & Video, and Campaign Manager Certifications, and HubSpot Inbound, Sales Enablement, Growth-Driven Design, Social Media, Email and Content Marketing Certifications.

Cristina Murgulet

Cristina truly believes that customer satisfaction is the core of a successful business on the long run. Thus, during her experience with Vodafone business customers, her goal has been a high quality customer treatment and support, doubled by simplicity and transparency to flows and procedures. Every initiative Cristina takes is supported by insights from both customers and employees; employees’ experience is as important as the customers’. Her preferred tools for identifying customer excellence are Design Thinking and Customer Journey mapping.

Danica Stupar

Danica Stupar is the head of the leading business platform in Serbia, BIZLife. She is one of the founders of a new way of communication of the business community and the creator of projects that have contributed to the popularization of the business sector among young people. Unified media channels that include a portal, magazine, social networks, but also various projects require that they are run by people who are modern and broad-minded. Many years of experience in the field of design and visual culture have enabled her to bring a creative and attractive approach in the relationship between media and business.

Dr Yvonne Thompson CBE

An entrepreneur with 33 years’ experience in the C.A.M.P industries, advising corporates, public sector, educational and government clients on championing workplace, equality, diversity, and inclusivity. She has received 1 CBE, 2 Doctorates, and 3 Fellowships for work in Entrepreneurship, Global Diversity and Equality. Her leadership book, “7 Traits of Highly Successful Women on Boards", promotes greater gender and race diversity in company boardrooms. Yvonne sits on several boards and committees including her most recent appointment as Chair of the UK’s Radio Industry’s Radio Academy. She celebrates 23 years of her women in business network www.wintradeglobal.com annual convention and Awards profiling over 600 global women in business.

Elif Baydar Aygun

Elif started her career at Turkey’s one of leading market research company and conducted lots of qualitative and quantitative projects with many big brands. Later, she specialized in customer experience and customer analytics in leading companies in the insurance and telecom sectors. She has been working at Enerjisa Energy Company for 3 three years – one of Turkey's largest companies and also joint venture with E.ON Energy. Elif is currently leading a team of customer experience and market research professionals at Enerjisa. She is also a founding member of the CXPA Istanbul network.

Gabriela Ciupitu

Gabriela has a proven record of developing the Design and Transformation of Customer Experience. The clear focus is to create the connection of customers and employees with their brand, products, and communication. One of her favorite statements is: “When your company set profit as a strategic objective, this can happen. When you set as a strategic vision to have Customer in the center of all initiatives, projects, and actions you will gain loyalty, credibility, trust, and quality stable growth.”

Gamze Helvacıköylü (PhD.)

I have studied Business Administration (in English) at Marmara University focused on Marketing and Sales at university and afterwards I completed my masters degree at Galatasaray University and doctorate degree at Yeditepe University on International Relations. In todays world, you can’t consider economics without understanding the political relations. I am experienced in telco and energy sectors which have close interaction with the customers. I worked in Turkey’s biggest companies and have been part of teams which were rewarded by Stevie Awards.

Ioana Bontas-Pop

Ioana has 13 years of experience in customer service and supply chain operations, dedicating most of her career to developing a culture of continuous improvement and business excellence. Under her supervision, she empowered people to take ownership over end-to-end process execution and to work in a cross-functional manner within diverse teams, ranging from Customer Service to Marketing, Sales, Supply Chain, Finance, IT and Engineering. Ioana believes that collaboration represents the foundation on which a company culture can grow and flourish.

Ivan Minić

Pioneer marketing technologist with two decade long experience consulting corporations and starting and advising small businesses. Sold his first online business at the age od 23. Teaches project managment, hosts a popular podcast for entrepreneurs, and frequently writes for many relevant local media and speaks publicly on topics like entrepreneurship, marketing, lifelong learning.

Ivana Parcetic Mitic

She graduated media studies at the Faculty of Philosophy in Novi Sad and graduated from the Faculty of Political Sciences in Belgrade. In January 2012, she has started the professional portal Marketing Network www.marketingmreza.rs, which for more than eight years has been networking and educating colleagues from the profession, both from Serbia and the region. Ivana is also the creator and the organizer of very successful events in Serbia, such as the regional Forum of Communications Leaders IZAZOV www.izazovforum.rs and the national Festival of Integrated Communications KAKTUS www.kaktus.rs. In the middle of 2018, Ivana has started the Marketing Network in the USA, and launched global startup, creative business platform – AdNetwork http://adwork.network/.

Jonathan Daniels

Jonathan Daniels spends the majority of time advising business leaders on how they can deliver Customer Centric Transformations. He is the creator of CX CENTRIC™ - a Customer Experience framework and methodology. Jonathan offers coaching and training in Customer Experience. He is a passionate and engaging public speaker. He is co-founder of CX-Brussels, which exists to bring customer experience professionals across Belgium together. Over the last ten years Jonathan has consulted at many medium and large corporations, delivering IT and Business Change Programmes. He has a Bachelors in Computer Science and Business, and a Masters in Programme and Project Management from the University of Warwick.

Jonila Janku

She has started the career in Marketing and Sales, with around 13 years in Media, mostly on PaidTV and almost 5 years in Banking. Being part of a start-up company in the country, the experience of the customer resulted to be the business model indeed and quite successful. As a natural passion for human behaviour and decision-making, she has lectured on digital customer experience and customer behaviour. At present, she leads the Marketing Department in the Bank, where Customer Experience Management is one of the two main pillars. Jonila, along with the team implemented the first CX projects and activities and constituted the CX Committee. Her belief is that no one knows better than the customer; what is to be done and the how!

Katarina Pranjic

Katarina is director and customer experience expert with more than seven years experience in field of customer experience management. She builds her expertise in identifying and analysing specific behaviours, attitudes, motivations, needs and frustrations of customers and proposing improvement measures that can increase customer satisfaction and enhance business, innovation and competitive advantage of companies in tourism, telecommunications, banking and other sectors. Leading teams in complex, strategic and international projects she motivates and encourages the project team to think beyond conceivable in order to create solutions that change everyday lives of millions of customers.

Maria Kallergi

For the last 23 years I had the opportunity to work both as a part of large multinational organizations and as a freelancer in different industries such as telecoms, shipping and recently the magic world of retail! Kotsovolos is the leader retailer in Greece and I am really happy to support its vision for excellence. I consider myself as an early adopter of CX, working on both CX and EX Strategy since 2011 and as one of the first CCXPs in Greece. I believe that the CX is the mirror for every organization. The moment of truth, where empathy is clearing our vision on how things should be designed and delivered.

Momchil Blaskov

Momchil helps Fortune 500 companies to deliver outstanding experience across each step of the customer journey. Momchil empowers customers to keep, delight and grow their clients by providing complete data technology and analytics solutions. He sees technology as an enabler which makes the experience more human. His biggest passion is to meet CX heroes and exchange success stories.

Ostoja Borkovic

Ostoja started his journey in the Customer Service world over 15 years ago. Amazon, HP and Siemens are just part of the biggest players on the market where he built his experience. As a leader of the Customer service departments for various industries like telecoms, automotive, banking, insurance, retail, advertising, media, IT, BPO, Ostoja had the chance to work with the greatest leaders in the industry. Today as the founder of “Todos Consulting”, Ostoja is on his own journey of bringing Customer Service to focus, by working with his clients and making sure that every interaction they have with their customers brings value to the services. What never changed for him is the true belief that the customers are the heart of every business.

Pavel Kyosev

Pavel Kyosev has over 13 years of experience in the field of customer service and sales. He is currently the Director of Customer Service at Credissimo, the leader in online landing in Bulgaria. He has experience in the software and telecommunications industry, in the position of Business Development and Manager training and quality control. Now he leads customer support teams for four markets and different CX automation projects.

Predrag Obradović

Master of Science in Marketing and Commerce. He gained a decade of professional experience in Management positions in the media, publishing companies, insurance companies and leading banks both in Serbia and abroad. It was a long business journey from a national TV service to the largest Russian Bank, but it was full of challenges and opportunities where he gained impressive experience, knowledge and expertise in marketing and communications, customer experience, market research, team management, projects and process improvement. He is an expert in setting and implementing the standards of the service quality and customer experience for which he has won awards and lectured at professional seminars and universities. He continued with his professional development by founding the MarkLab d.o.o. company in early 2019, the first marketing laboratory in Serbia. The focus of his company is on developing creative digital marketing services combined with the analytics and experience of modern users. MarkLab stands out from standard marketing agencies by offering a different customer experience to its clients with a focus on addressing their needs and developing solutions that guarantee success.

Raphael Hergge

Raphael, an MSc in Informatics from Austria, has 2 decades of international career across the Asia Pacific, managing B2B Customer Success, Customer Experience and Service Quality for Fortune 2000 clients in the Telecom/enterprise/IT sector. Raphael gets his passion by championing and implementing outcome-driven business, transformation to improve customer-led business culture and operations. In his latest role, he was leading and coaching Customer Experience and Quality Professionals for Nokia Corporation across Asia South and Japan where the team had delivered a track record of cross-functional CX programs to lower costs, drive customer advocacy and enable significant revenue growth. Raphael is a certified CX Professional, a Change Management and Lean/Six Sigma Practitioner, and always enjoys learning, share and apply CX Best Practises. linkedin.com/in/raphaelhergge

Renata Devčić

Renata is experienced professional with 25 years working on managerial positions within the financial industry and international companies. For the last 10 years, she is holding the position of Head of marketing within MPSI. She is in charge for marketing, corporate communication and customer experience. Successfully she has executed a large company rebranding, as well as two recent merges. Recognised a professional, Renata has held two simultaneous positions in two companies during 2019, MPSI, Croatia and Concardis, Germany.

Sibel Temirci, MBA

My CX journey started in 2012 when I started working at Garanti Bank call centre in Sales Department. My main responsibilities were as follows: Resolving the complaints of the calling customers and selling the products suitable for them over the phone. While working on this job, I also completed the MBA programme. Then I started working at Koton and met e-commerce. For 4,5 years, I have been playing an important role in resolving both online and offline customer complaints received from every channel ( call, email, social media etc. ), improving end-to-end customer experience and leading a team of 20 people. I believe that people always purchase experience. So putting this idea at the heart of the organization definitely can help us to develop an excellent and sustainable customer experience.

Silvia Šušnjević

Silvia has 20+ years of working experience in regional Telco and IT&ICT companies. This includes significant competence as product manager for numerous innovative solutions, Head of IoT/M2M department, project manager and senior expert in eCommerce, telco and ICT services. In Enetel Solutions, Silvia is responsible for product development and business management of in-house developed products: Impoqo. commerce (cognitive eCommerce solution), Impoqo.AI (CX data science tools) and Impoqo.TV (OTT solution), the award-winning solutions recognized in the region by applied machine learning and advanced CX. Silvia helps clients drive customer experience improvements and she is a frequent keynote speaker on the subject of customer experience innovation and embedded personalisation in eCommerce. Graduated in Computer Science and Informatics at the Faculty of Mathematics in Belgrade. As a hobby, she founded the start-up Numastra.

Stefania Madau Levak

Marketing and Communications for outstanding Customer Experience. Stefania starts her professional journey in customer experience in 2001 in Milan, joining the McDonald’s Italia Communications Dept. dealing with internal and external stakeholders, after the studies in public relations. Curious, empathic and customer-oriented, she enjoys listening to the customer needs and find creative solutions to provide outstanding experiences. After years of practice as an educator, approaches the health tourism world in Croatia connecting background and expertise to support customer service development in international contexts. Has the pleasure to work with some of the best performers in the health tourism industry. From 2014 founds her own agency for consulting and implementing creative marketing, communication and customer care, the ideal way to follow her own nature embracing new challenges. A delighted patient rewarding the team efforts with an open smile is a beautiful sensation to keep in mind while developing innovative solutions.

Tatjana Mamula Nikolić

Tatjana has over 25 years of professional experience in marketing, research and management. She had managed a large number of quantitative and qualitative research projects for international and local companies, as a managing director of international marketing research agency MASMI Serbia in period 2001 to 20018. She has participated in numerous conferences in the area of marketing, management, branding, consumer behavior and coaching. Tatjana has been working as a professor at the Metropolitan University, where she lectures Marketing Research, Consumer Behavior, Brand Management and Leadership & Decision Making since 2013. Her research interests are focused to the new generation’ consumer and leadership behavior (Y&Z generations). In 2015 Tatjana launched her own company - ACT2B. In 2018 she started with Boost Your Business & Mastermind Program http://tatjana-mamula.com/boost-your-business/. As an trainer and coach, she works with young leaders, business women and executives. When working with students and clients (both individually and with teams), she combines her business management experience with her coaching skills, resulting in the highest outcome of knowledge transfer. In November 2018 she gained PCC certificate (Professional Certified Coach ICF). Tatjana is a member of several professional associations: ESOMAR, Association of Business Women, Serbian Association of Managers, International Coaching Federation. Her motto is: "Life is a big canvas. Put on him as many colors as possible.”

Trpimir Kvesić

CEO of InSky Solutions leading a highly motivated team of super talented Customer Experience experts with strong experience in Customer Experience strategy and vision of customer personalization, with power to understand and to create solution according to specific requirements. InSky Business Solutions are the key elements of successful business philosophy. Bachelor’s degree in electrical engineering and master’s degree at MBA, University of Zagreb, with the final topic: "Importance and business justification for CRM implementation in the Croatian financial institutions".

Veselin Petkov

Veselin Petkov is currently the global Customer Experience Leader in one of the largest financial groups operating in Central and Eastern Europe. where he is responsible for achieving the vision of becoming "The most recommended financial services group". Before attaining his current position he spend a decade working for a boutique CX consultancy focused on customer experience, data analytics and CX tools and systems, with a focus on automotive, durable goods and telco. Veselin holds a BSc in Economics and a MBA in Finance.

Vesselina Assenova

Vesselina is passionate about highly dynamic environment and cross-market teams. With more than 15 years of experience in sales functions and more than 5 years of experience in Customer Service roles she is supporting CX currently in AVON in 5 countries. She is managing Customer Service strategies and their implementation in 5 South East Europe markets with focus on customer satisfaction and experience, team development and process optimization, automation and digitalization. First year as CXA Judge.