Leadership Team

Rolu Adebola is a Director in Branch360 Limited. He was previously the CEO of CFS West Africa Limited, a leading Customer Experience Advisory and Technology firm in West Africa. Rolu is a leading influence on the Customer Experience practice in Nigeria. He holds the prestigious CCXP Certification from the globally recognized Customer Experience Professional Association (CXPA), being the first Nigerian to hold the certification since 2016. Mr. Adebola previously started the CXPA local network in Nigeria and Ghana and served as the Local Network Team Lead for Nigeria. He was also a member of the Corporate Advisory Board of the CXPA. He is a seasoned CX transformation specialist and is constantly attracted to new business challenges and motivated by the opportunity to solve business problems.

Medical and Operational Professional with superb leadership skills, impressive record of growth and success for more than 13 years of experience in healthcare, Operational and Customer Experience sectors

Leading the customer strategy and engagement which embark on a journey of customer-centric culture change to put the customer at the heart of all we do. I strongly believe in passionate and inspirational business leadership which energizes both organizations and individuals. Investment in people is a crucial pre-requisite when embarking on the new opportunity, Certified Coach Building Influence, Impact & Inspiration.

Customer Board, Senior Leadership, and Executive Search across the CX space, I am an accomplished Headhunter specialising in Diversity and Customer Experience (CX/EX/DX). Guiding businesses through Transformation, Strategy, and Ops, I’ve led the charge in recruiting Chief Customer Officers, Directors, and ‘Head of’ roles across CX, Strategy, Contact, and more. I work with many award-winning teams, or businesses going through transformation. 58% diverse placement rate. Passionate about success, We help our clients hire more impactful leaders who stay for longer. Transparent, committed, open, honest and results-driven—when leadership excellence is paramount.

Linden has worked as a management consultant, academic and an entrepreneur in start-up organizations. For more than 20 years he has worked with multi-national firms in North America, Europe and Asia-Pacific to develop their market-focus capabilities and business strategies. He has had Visiting Professor appointments at several universities including INSEAD (France), Cranfield (England) and the University of Technology, Sydney (Australia). Linden has published 14 books on management, marketing and strategy.

As a passionate advocate for Customer Experience (CX) and Customer Journey Management, Gabriela brings a wealth of expertise and a practical approach to enhancing customer engagement strategies. She holds a CCXP certification and is a co-founder of Customer Experience Romania and the Romanian CX Professional Community. Recognized as one of the top 3 CX influencers by Customer Experience Magazine for two consecutive years, her team assist companies throughout Romania and Southeast Europe in developing and executing their CX strategies.

Her work involves constructing detailed customer and employee journey maps and implementing comprehensive CX programs. Drawing from her robust experience as a CX Manager, Gabriela adopts a hands-on approach not only to advise and train CX teams but also to actively participate in the implementation process. She is driven by results, which are the core motivators for her professional activities. Her commitment to the field is reflected in her active involvement in shaping industry standards and enhancing customer satisfaction across various sectors.

Alec Dalton inspires exceptional experiences using service science. Leveraging over a decade of experience in the hospitality industry, Alec is a Co-Founder and Partner of the Hospitality Leadership Academy. The consultancy supports brand names and boutique businesses alike with service-oriented customer experience strategy and training. He proudly serves as a member of the Board of Directors for the Customer Institute, in addition to being on the Advisory Board of HorizonCX. Alec’s publications include co-authorship of the textbook Operations Management in the Hospitality Industry and the first two international best-sellers in the series Customer Experience. In 2018, Hotel Management Magazine named him to the “30 Under 30” list of rising hospitality executives. In 2021, the Customer Experience Professionals Association recognized Alec with the inaugural Emerging Leader in CX Award.

Qaalfa has 25+ years experience in the customer space. His expertise is in the area of CX led cultural transformation, leadership and innovation. He is the Dean of the Majid Al Futtaim CX Leadership Institute (Dubai) where he is responsible helping to transform the culture of the 45,000 person conglomerate to one based on CX. Previous to that he was VP of CX Consulting at Forrester (London). His previous experience includes Chief Consulting Officer at Beyond Philosophy (London) and Director- Consumer and Internet Strategies with Fulcrum Analytics (NYC). He was also for many years a lecturer in various NYC universities. He has an MBA from New York University and three other Masters degrees from the City University of New York in Statistics, Psychology and Public Health Administration.

Elly Domene has over 20 years of experience in the space industry and is a globally recognized leader in B2B customer experience management. She’s an expert at designing and implementing integrated feedback systems that fuel Sales, Marketing, HR, Product, Engineering and executive teams with macro and micro trends and insights needed to continually optimize the customer experience.

Currently she is heading up Customer Success globally for Mangata Networks – a start-up company in the space industry that is transforming the way the world interacts with information through a superior global proprietary network of satellites and terrestrial systems.

Elly is also a Board Director at the Customer Institute, a recurring Judge at the Customer Centricity Awards and at the International CX Awards, and she is a certified facilitator of #IamRemarkable workshops. This is a Google initiative aimed at empowering women and other underrepresented groups to celebrate their achievements in the workplace and beyond. Elly’s greatest passion is to make a meaningful difference to the people she works with, the companies she works for and the world around her – what she calls ‘humanizing business success”.

Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America both as an executive and as a consultant.
Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.
He has a firm conviction that the future and sustainability of businesses is in understanding their customers’ needs, acting on their feedback and then continuously evolving their strategy and operations to achieve customer loyalty and profitable growth.

Rodrigo holds a Master´s degree in Management from Harvard University and is a Customer
Loyalty and NPS® Certified expert from Satmetrix.

A seasoned executive with over 28 years in technology and Media & Entertainment, specialized in enhancing the customer value chain from digital selling to customer support. Skilled in building customer-centric organizations, establishing international remote teams, and implementing effective VoC programs. Proven success in business transformation, strategic planning, and scaling organizations. Adept at cultural agility and fostering industry growth through mentorship and speaking engagements. Holds an MBA, CCXP, Lean Six Sigma yellow belt, and multiple digital certifications.

Nishantha Gunasekara is an accomplished corporate leader, senior management consultant, and corporate trainer with over three decades of experience providing services to diverse industries. He is the founding managing director of Emsolv Consultants. He also holds the position of Director/ Group CEO of Rowelmark Group of Companies. Further, he is a former CEO of People’s Merchant Finance PLC and has held various C-suite and board director roles in top companies, spearheading transformational initiatives, optimizing operations, and achieving award-winning results. Nishantha’s expertise lies in strategic planning, organizational restructuring, customer centricity, and leadership development. A proven strategist, he empowers organizations to achieve sustainable growth and navigate complex challenges effectively.

Muss Haq champions a Customer First Philosophy and has dedicated nearly three decades to Customer Experience (CX), Data Analytics, Behavioural Science, and Emotional Intelligence, with a career focused on transforming how businesses connect with their customers.
As the founder of RU-CX, a consultancy driven by a holistic, customer-centric approach, Muss combines practical expertise with innovative thinking to assist organisations in forging meaningful, lasting customer relationships.
With a solid foundation in data-driven insights and a passion for storytelling, Muss has guided companies across various industries in bridging the gap between operational efficiency and customer satisfaction.

Duc is the 1st Asian person earning the 3 prestigious certificates including CCXP (Certified Customer Experience Professional) by CXPA – Global Customer Experience Professionals Association, XMP (Experience Management Professional) by Qualtrics XM Institute, and CCX (Certified Customer Experience & NPS Practitioner) by Bain & Company.
• The 1st Vietnamese person was the Top 8 CX Leaders Impact on an Organization 2023 recognized by CXPA, and was invited as the judge for iCXA – the International Customer Experience Awards 2023.
• With 18 years++ of diverse experience in Total Quality Management and CX Management, he consults and coaches dozens of brands spanning Telecom, Finance & Insurance, Retails, Technology, Services, etc. Every year he propagates the CX knowledge to hundreds of students. Aside from that, he has generously contributed many articles to Vietnamese CX forum and is regularly invited as a speaker at CX conventions and workshops.

As founder and CEO of Futurelab, Stefan has been developing winning customer strategies, CEM, CX, customer journey management and customer centric innovation, for over 20 years now. He has learned the hard way how to bring you profit opportunities, practical ideas and concepts that allow you to create a great customer experience, differentiate your business in the market place and even transform your industry. In other words –  practices that make your customers more loyal, happier, and more likely to recommend you.
Stefan has had the opportunity towork with senior teams at companies like Volkswagen, Vodafone,  Lexus, Toyota, Vodafone Group, ING,  Heineken, Philips,  and many B2B stars.
Stefan is an accomplished speaker with a long trackrecord. He regularly publishes whitepapers and delivered many webinars, which can be found here: https://www.futurelab.net/inspiration
Stefan is Net Promoter® Certified Associate, and  a juror at the International CX Award, the Webbies Awards, and the LOVIE Awards.

Having worked across various industries in People and Customer Leadership and Transformation roles, Amjad is a multi-award winning leader and has recently been recognised amongst the Top Customer Experience Leaders globally and Top CX Stars 2021.

A passionate Customer Experience (CX) professional dedicated to driving customer-centric transformation.

My expertise encompasses the entire CX spectrum, including customer acquisition & growth, retention & loyalty, customer engagement & experience as well as marketing technologies and strategy. By leveraging omnichannel strategies, gamification, and organizational change, I’ve driven sustainable results: managing over 1.5 million subscribers and generating over $100 million in revenue.

As a published author, I’m dedicated to sharing best practices and fostering a customer-centric culture within organizations. I lead impactful change by prioritizing the customer in every decision. My impact extends internationally, as I speak on CX topics like customer centricity, omnichannel, and culture across the Middle East and Europe.

Desirree has over 20 years of experience in building and managing voice of customer programs, from Fortune 500 companies to startups such as Symantec and Airbnb. Prior to her roles in customer experience, she led B2B sales teams and spent a number of years in a variety of roles in HR providing her with a uniquely human-centered focus to her consulting practice. A passionate leader and a customer advocate, she is an Emeritus Chair and a founding member of the Customer Experience Professionals’ Association. She also is a certified leadership coach, a CX mentor, and frequent speaker.

With over 15 years of experience as a marketing professional, I possess a comprehensive understanding of Business Development, Marketing Strategy, and Customer Experience Management. My expertise lies in implementing customer-centric marketing strategies that effectively drive company growth, ensuring alignment with the business priorities and initiatives.

Susanne is a professor of Marketing with a focus on -Customer Centricity. Before starting her academic career she held the position of Global Head of Customer Experience at Kantar, a global insights and consultancy firm. Her primary research areas are Customer Experience Management, Social Media and Digital Marketing, Sustainability.

For 35+ years I’ve been lucky enough to work in leading-edge innovation teams for the world’s largest organisations. During that time, the science of “experience” brought together many disciplines that developed.

Today, my analysis and design work is built on best practices, tools, and insights that didn’t exist even 5 years ago.

I also run training and workshops in 20 countries for thousands of delegates because I am here to learn – every day is a school day :)

Certified Happiness Coach. Top50 #WIM 2023. Service, Org Culture & Digital Transformation, Change Management Specialist, CX B2C, B2B & HR Professional, MBA UK & LSS Black Belt, Harvard AXcelerator & Advisory Board Member

Betül is a customer experience professional and founder of Elephant.
She works with organizations to create value to their customers, employees and partners, to provide a competitive advantage and set sustainable and measurable values.
Prior to that, she was Head of Marketing and Customer Experience at TEB BNP Paribas and taken various positions in multiple countries leading the customer experience, marketing and sales teams. She had the opportunity to work on an international start-up bank as Head of Sales and Marketing.
She is expert in customer journey mapping, design and implementation of voice of customer programs and design thinking methodology.
She is a regular judge at the customer experience awards, a member of Customer Experience Professionals Association (CXPA) and also a global best-selling author with a CX book. She is a professional executive coach and a lean change agent.