THE 2019 AWARD

Over 80 customer experience leaders from 23 different nations applied to win 2019’s inaugural CX Leader of the Year award.

Meet the winner

Sandra de Zoysa, chief customer officer, Axiata Dialog

Axiata Dialog

“For over three decades I have dedicated my life’s work towards building service delivery and CEM capabilities in Sri Lanka on par with global standards.”

2019’s CX Leader of the Year was Sandra de Zoysa, chief customer officer, Axiata Dialog.

Sandra was a unique applicant, having served as a customer experience leader at Axiata Dialog – Sri Lanka’s leading telecom provider – for over 20 years.

The judging panel praised her dedication to delivering customer experience excellence within her organisation, introducing numerous internal programmes including a Customer Service Training Academy (which has trained over 13,000 professionals since 2000), and the implementation of a Group CX governance structure and framework.

In addition, Sandra was also responsible for conceptualising and launching a company-wide culture transformation programme in 2012 –‘Service from my heart’ – led by the Group CEO, which remains successful and active to date.

"I was inspired by Sandra’s story, drive and passion. She seems to be unstoppable and rooted in a philosophy that all CX leaders should share"

– Chantel Botha, CX Leader of the Year judge

"Sandra is a true pioneer in the field of customer experience and her achievements and dedication to the cause speak for themselves"

– Adrian Swinscoe, CX Leader of the Year judge

Listen to CX Leader of the Year 2019 winner Sandra de Zoysa and judge Adrian Swinscoe discuss the importance of Sandra’s award win

CX Leader of the Year 2019: Top 25

Sandra de Zoysa
Dialog Axiata

Clint Payne
MultiChoice

Charlotte Dunsterville
Sure

Moronke Bamgbala
ARM Pensions

Ian Hunt
Close Brothers

Paul Harris
Curo Group

Claire Holden
Ted Baker

Jason Perera
Techtronic Industries

Iain O’Connor
Aegon UK

Avis Easteal
Luxasia

Mark Billingham
Shop Direct

Hirra Sulanki
TUI

Gökhan Kara
Enerjisa

Lyndon File
G Adventures

Kev Willers
CoreHR

Musa Hanhan
Genesys

Philip Joseph
Ooredoo Myanmar

Patricia Sanchez Diaz
Centrica

Miles Courtney-Thomas
International Baccalaureate

Zora Hoare
eNett International

Shaun Myers
Brenntag UK & Ireland

Stacy Sherman
Schindler Elevator Corporation

Dr. Rashid Alleem
Sharjah Electricity and Water Authority

Ubong Nkanta
Hygeia HMO

Nancy Porte
Verint

Applications from companies including:

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You’ll also receive our 2020 application guide, including tips and successes from our 2019 finalists.

Reasons to apply

Gain recognition for the CX successes of you, your business and your team

Benchmark yourself against peers from across the globe

Help to raise the profile of the CX profession

Receive insight into best practices and trends

The CX Leader of the Year is free to apply, independently-run and judged by a team of globally-recognised judges.

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