THE 2019 AWARD
Over 80 customer experience leaders from 23 different nations applied to win 2019’s inaugural CX Leader of the Year award.
25 finalists were chosen for our CX25 , with 5 highly commended applicants and 1 winner.
CX Leader of the Year 2019: 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
CX25: Our top 25 CX leaders of 2019
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
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
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
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CX Leader of the Year.
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