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.

I help large European organisations with their CX Programs, from a strategical and practical point of view.
I focus on FMCG companies and especially e-commerce projects, where I help organisations set their Voice Of Customer Program before working on various CX projects and Customer Centricity as a whole.
I sometimes teach about the main concepts around CX Management to keep up-to-date with the current challenges and I support my software partners to ensure their clients get the most out of the tools they implemented.

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.

Olga Budieri is the Global Head of Customer Experience at Dubai-based international courier, transportation and logistics services company Aramex International.

Olga has over 12 years’ experience in logistics, which has equipped her with a laser-focus on customer expectations, needs and experience landscape.

In 2020, she founded her own training initiative, Customer Experience by Olga, with which she is “on a mission to ignite the passion for Customer Experience in the Arab region”.

Olga is highly experienced in enterprise level experience transformation programs, change management, experience design, voice of customer, journey management & orchestration, and strategic planning to uplift B2B and B2C experience programs.

Starting off with Industrial Engineering, Olga has moved on to get an MBA in Management, as well as many qualifications in Account Management, Strategy and Customer Experience. She is Jordan’s ONLY Certified Customer Experience Professional (CCXP).

Olga is passionate about building awesome human centered experiences, CX thought leadership, value co-creation, mentoring and women rights advocacy.

Codin has 20 years of experience in banking, management consulting and energy sectors in Central and Eastern Europe and the Middle East. His main areas of expertise cover Customer Experience framework design and implementation, Enterprise BPM, Process Architecture & Improvement, Lean Management, Organizational Design, Innovation and Performance Man­agement.

In 2005 he joined OTP Bank, the largest Hungarian bank, as Head of BPM Department with main responsibility of creating a BPM framework and running efficiency programs across the bank. He also worked for Volksbank, a leading Austrian bank, as Head of Process Excellence and Change Management. In 2013, Codin joined Riyad Bank, one of the top 10 banks in the Middle East, as Senior Vice President, Head of BPM Centre of Excellence and Experience Design. Currently he is the Chief Manager, Head of Customer Experience for the largest bank in Oman, Bank Muscat.

Codin has a Bachelor and Master degree in Organizational Management. He is also a certified Lean Six Sigma black belt. He is a frequent speaker and publisher for his expertise areas and enjoys challenging different organizational management practices for the benefits of the customers and the employees. He advocates upon designing the organization around the successful customer outcome, removing the silos, hiring characters, building skills and expertise for champions around the organization, leading by example based on inspiring, transparency, integrity and mutual trust. He is happily married, sport practitioner, investor, heavy traveler and reader, tech savvy, gourmet and art collector.

She is passionate with the Customer Centric Culture and she was actively involved in the international

Gabriela has 17 years experience in retail and banking industries.

Her main areas of expertise cover development of strategic partnerships and Customer Experience design and implementation.

Gabriela launched the first Romanian CX consultancy company in  with the intention to support companies to define and implement customer centric strategies and align processes and organizational culture. 

She is passionate with the Customer Centric Culture and she was actively involved in the international activity starting with 2019 in conferences and as judge of the CX Awards.

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.

• Co-author of 2 international bestsellers on Customer Experience, blogger, keynote speaker, consultant
• Managing partner of Integria Consult
• 2020 TOP 150 Global CX Thought Leader
• CXPA recognized trainer, trainer of the International Customer Experience Masterclass in Russia and Europe

Gökhan is a Certified Customer Experience Professional (CCXP). He is the first and the only CCXP in Turkey, one of the 1000 in the world. He is founder and leads the Customer Experience Professionals Association (CXPA) Istanbul Network since 2018. Also he’s selected as 2020 Board of Directors of CXPA. He’s a jury member and chair of  judges in prestigious customer experience awards such as International CX Awards, UK CX Awards and European Customer Centricity Awards.

He’s the winner of “2019 CX Impact Awards” and selected as “2019 Top 25 CX Leader of The Year” and “2020 Top 150 Global Thought Leader and Influencer”. He worked as a CX practitioner in Telecom, Banking and Energy sectors for almost 10 years. Currently, he works as Customer Experience Advisor at Pisano. He’s writing articles for Harvard Business Review Turkey, CX Magazine and CX Network. He is a part time lecturer at MEF University and gives Customer Experience Management courses. He’s an international keynote speaker and gives training and consultancy to companies for better customer experiences.

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.

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.

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.

Having spent 15+ years as CX Director for retail and financial services organisations across Europe (ASDA, Kingfisher, Direct Line Group, RBS/Natwest, Barclays), I founded CXellence to be able to work with more organisations to increase customer-centricity and ROI from CX initiatives. I help them set the customer strategy and co-design intentional and impactful customer experiences and journeys to become their customers’ brand of choice and, ultimately, build a more profitable business. My results have been recognised by winning 20+ prestigious awards, including Top 20 Global CX Leaders 2022.

If something is wrong, you fix it.

You use the opportunity to make it better than before, and better than everyone else.

A simple philosophy – but not always applied – I look at the detail of the problem or solution, while stepping back to ask the ‘why’ and the ‘what for’. I’m passionate about great experiences, and for me the key is always in working out how to make things as easy as possible.

As a career-long customer advocate, it’s easy to say it’s all about your customer and it is. But this alone doesn’t make a great experience or solution. It is about understanding your customer as a human, while working with your peers, your people and your partners to realize the impossible, in a commercially viable way.

Jaap Wilms consults and supports international companies and especially CX Programme Managers in bringing their VOC, CX and NPS Programmes to the next level. With 20 years of international experience in CX, he e.g. designed and ran best-in-class NPS Programmes in several countries in Europe and Asia. With this real-life leading corporate experience, combined with a broad and in-depth expertise and his original, energetic thinking he is sure to inspire, challenge and support you.

Jaap is a Certified Customer Experience Professional (CCXP, GlobalCEM, SMX), a frequently asked speaker, a guest lecturer at universities on CX and Strategic Innovation, and holds an off-beat degree in Iconology. Most important, he loves anchovies, roquefort and coffee (though not mixed).

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.