Our 30 finalists in the 2021 award hailed from countries around the globe – from Malaysia to Mexico – representing the elite of the CX profession, having fought off competition from 150 fellow applicants.
THE WINNER: Sri Safitri
Deputy Executive VP of Customer Experience and Digitisation, Telkom Indonesia, Indonesia
Assigned with the task of driving customer experience transformation in 2016, Sri has dedicated herself to meeting Telkom’s vision of becoming one of the most customer-centric companies in the world.
In the intervening years she defined a clear CX mission for the organisation, which was built on foundations of rigorous research – PESTEL analysis, Voice of the Customer research, bottom up and transactional NPS analysis and operational performance analysis – and established dedicated units that are accountable to drive CX transformation.
All of this has enabled Sri to launch a series of actions across two tiers – fixing the basics (identifying ‘hygiene factors’ and eliminate defects), and creating WOW moments for customers through differentiated experiences.
“Winning CX Leader of the Year was truly a prestigious and extraordinary achievement that made me feel beyond grateful and complete. The CX Leader of the Year award is a golden opportunity for all CX professionals around the world to both evaluate and receive praise for their hard work, which emphasises the essential nature of customer experience and how it truly impacts business success.”
“Sri has demonstrated a strong ability for having a ‘peripheral vision’ towards developing her organisation’s CX strategy.”
CX Leader of the Year judge
“Sri appears to have done a fantastic job radically elevating the profile of CX and measuring the results of her and her teams’ efforts.”
CX Leader of the Year judge
Previous Entrants From
THE FINALISTS: MEET THE ELITE
Our 30 finalists in the 2021 award hailed from countries around the globe – from Malaysia to Mexico – representing the elite of the CX profession, having fought off competition from 150 fellow applicants. Read more on MyCustomer.com
The Very Group
Roche Diabetes Care
Anton de Wet
Brenntag UK & Ireland
Yas Island (Experience Hub)
Schindler Elevator Corporation
Govia Thameslink Railway
Alexion, AstraZeneca Rare Disease
“The CX profession is growing at pace across the world. Recognising the vanguards working tirelessly to change the way organisations think is vital in raising awareness of the importance of their work.”
WHY YOU SHOULD ENTER
CX Leader of the Year is free to enter, independently-run and assessed by a team of globally-renowned and respected judges.
RAISE THE PROFILE OF YOUR WORK
Showcase your personal and team CX achievements
JUDGED BY GLOBAL EXPERTS
An independent panel of former and current practitioners
STAND OUT FROM YOUR PEERS
CX Leader of the Year recognition enhances your reputation
RECEIVE LEARNINGS AND INSIGHT
The latest learnings and insights to keep you at the top of your game
“CX Leader of the Year is a great initiative and gives a platform for CX practitioners to showcase the hard work that goes into improving customer experience; work that often goes unseen.”
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