THE 2021
award

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.

“The effects of the pandemic have been devastating for thousands of companies across the country, especially with their financial outcomes. as myriad of businesses happened to forced close. However, Telkom has gratefully sustained the business, even the financial outcomes turn out to be positive increased. The main drivers of the CX transformation program were increased gross sales, while reducing churn & operational costs.”

James Large

“Sri has demonstrated a strong ability for having a ‘peripheral vision’ towards developing her organisation’s CX strategy.”

Sandra Square KEEP

Anita Siassios

CX Leader of the Year judge

“Sri appears to have done a fantastic job radically elevating the profile of customer experience and measuring the results of her and her teams’ efforts”

Ian Golding Square KEEP

Michael Hinshaw

CX Leader of the Year judge

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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

Amjad Khan

Karen Morton

An Post

Antoinette Taranto

Amanda Whiteside

Amazon Shipping

Antoinette Taranto

Rosebella Abok

BrighterMonday.com

Avis Esteal

Nicki Osborne

M&G plc

Chris Taylor

Iain O'Connor

Aegon UK

Esther DO

Aarthi Murali

M&T Bank

HollyRichardson

David Hart

Kia UK

Keith Gait

Amjad Khan

HSBC

KV Dipu

Tabitha Dunn

Ericsson

Laura Tenerdi

Mark Billingham

The Very Group

Lee Roquet

Olajumoke Odunlami

AXA Mansard

Louie Durnin

Omnia Ahmed

CEMEX

Mark Billingham

Christy Dempster

Roche Diabetes Care

Maya Khalifeh

Lee Roquet

Yellowfin

Norhayat MN

Gemma Colby

Yell UK

Patricia SD

Anton de Wet

Nedbank Limited

Paul Harris

Elaine Barnes

Cromwell

Rachel OLoughlin

Zatina Zakaria

Etiqa Insurance

Roxie Strohmenger

KV Dipu

Bajaj Allianz

Shaun Myers

Claire Love

SSE Airtricity

Sonja Hild

Shaun Myers

Brenntag UK & Ireland

Stacy Sherman

Fergus Bugg

Yas Island (Experience Hub)

Todd Unger

Stacy Sherman

Schindler Elevator Corporation

Zora Hoare

Kerri Ricketts

Govia Thameslink Railway

Roxie Strohmenger

Elly Domene

SES

Shaun Myers

Susanna Baqué

SCIEX

Sonja Hild

Laura Barbaro

Intel

Stacy Sherman

Michele Liuzzi

Alexion, AstraZeneca Rare Disease

Todd Unger

Philippe Mesritz

Khoros

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