Podcast: Predictability, firing & forgetting - leadership-style advice from the CX Leader of the Year

This episode of our Connecting the Dots podcast features a conversation with Sri Safitri, winner of CX Leader of the Year 2021, alongside guest hosts and CX gurus, Adrian Swinscoe and Clare Muscutt. 

21st Dec 2021

In November 2021, Sri Safitri fought off competition from over 150 fellow customer experience professionals around the globe to be voted the MyCustomer.com CX Leader of the Year 2022.

Her success comes after numerous years climbing the ladder in marketing, customer service and customer experience roles in Indonesia and across Asia, before heading up CX and leading a vast digital transformation drive for Telkom Indonesia, a company with over 250m customers.

What has Sri learned during her time in the customer experience profession? And what made her stand out as the leading CX professional across the globe in 2021? In this enlightening and insightful podcast, guest hosts and CX Leader of the Year judges Adrian Swinscoe (author of Punk CX and Punk XL) and Clare Muscutt (founder of Women in CX) talk with Sri to discover:

- Why CX Leader of the Year recognition has given her the confidence that Telkom Indonesia is on the right track with its plans to be a customer experience leading brand in Asia.
- What barriers have stood in her way as a woman in business during her ascent to being a senior leader in a major organisation.
- Why she has adopted a 'fire and forget' approach to CX leadership.
- Why she believes the future of customer experience and customer service management is about having the skillset to better understand customer data.
- Why the greatest lesson she has learned from inspirational leaders in her career is the importance of being predictable for fellow team members.
- Why striking the right balance of 'fear and love' is at the heart of creating a motivated and engaged CX team.

Meet the CX Leader of the Year 2021

For more details on Sri Safitri and her CX Leader of the Year 2021 award visit: 

For details on Adrian Swinscoe's latest book, Punk XL, visit: www.adrianswinscoe.com/books/

For details on Clare Muscutt's Women in CX community, visit: womenincx.community/

Featured speakers

Sri Safitri Adrian Swinscoe Clare Muscutt, founder, Women in CX
Sri Safitri
Head of CX,
Telkom Indonesia
Adrian Swinscoe
Author, Punk CX
& Punk XL
Clare Muscutt
Women in CX


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