CX Leader of the Year 2019 winner: Sandra de Zoysa, Dialog Axiata

Following in-depth analysis of the applications from the 25 CX leader finalists, our panel of judges have selected Sandra de Zoysa as 2019's CX Leader of the Year.

Amidst an exceptionally high calibre of entrant, Sandra's application stood out as an example of what can be achieved in a customer experience role with a true long-term focus.

“Sandra is a wonderful example of a customer experience leader who demonstrates that through courage, patience, persistence and rigour, customer experience can be embedded into the way an organisation works," said lead judge, Ian Golding, in praise of the winning entry.  

“In a world where the overwhelming majority of organisations are finding it almost impossible to sustain their focus on CX, her achievements over such a long period rightly deserve the global recognition that this award will provide. Sandra’s ability to connect the customer journey with operational process is the key (in my opinion) to driving continuous improvement to the customer experience – something many others are failing to do."

Fellow judge, Chantel Botha added, "I was inspired by Sandra’s story, drive and passion. She seems to be unstoppable and rooted in a philosophy that all CX leaders should share". Adrian Swinscoe stated Sandra was, "a true pioneer in the field of customer experience and her achievements and dedication to the cause speak for themselves".  

Read more about Sandra's role as a CX leader, her achievements and further praise from the judging panel, via her CX Leader of the Year profile. 

Celebrating CX leaders

Announcing Sandra as this year's CX Leader of the Year caps a process in which some of the world's most pioneering customer experience practitioners have shared some of their success stories and best practices via our unique award application process.  

Over 80 applications were received for this year's inaugural CX Leader of the Year award, from 23 different nations.

With applicants from a range of countries including the USA, Nigeria, Myanmar and Guernsey, the award highlights just how widespread the emerging discipline of customer experience is becoming. 

Applications highlighted the diversity of the role too, with many charged with overseeing everything from operational success measurement to training call centre staff.   

“The CX profession is growing at pace," explained Ian Golding.

"Recognising the vanguards working tirelessly to change the way organisations think is vital in raising awareness of the importance of their work.”

Plans for the 2020 CX Leader of the Year award are already being formulated, including a programme of content to further promote the successes and best practices unearthed during this year's process.   

Any CX leaders from the across the globe are encouraged to sign up below to hear more as next year's programme unfolds, and participate in MyCustomer's ongoing research benchmarking study, which is aimed at learning more about the anatomy of today’s CX professionals, and how their roles are evolving. 

2019 judge, Diane Magers, praised this year's process, providing some advice for next year's prospective applicants: 

All of this year's candidates demonstrated ingenuity, grit, critical planning and carefully thought-out execution. The ability to be both a thought-leader in this space as well as executing complex and multi-faceted programs demonstrated the tenacity and passion of of people in the profession. I'm glad we're able to celebrate in this way."