Revealed: how to succeed as a CX leader

Customer experience is the great equalizer. Whether you’re running a Fortune 500 company or a bold startup, CX defines loyalty and fuels growth. But let’s face it—CX isn’t just a tool or a process. It’s about people, emotions, and creating connections that stick.

Over the years, I’ve learned that CX is the heartbeat of any successful business. During my time at The Walt Disney Company, I saw firsthand how a single thoughtful moment can transform an interaction into something magical. At 8x8, I see CX leaders breaking silos and shattering limits to drive impact every day.

This is why the Global CX 100 Leaders program is so personal to me. It’s not just about recognition—it’s about giving these leaders a platform to share their stories and inspire others. These are the architects of customer trust, loyalty, and growth, and their voices deserve to be amplified.

Who Are the CX Leaders?link to this section

CX leaders are the unifiers. Whether they’re Customer Experience Executives advocating for seamless journeys or IT Leaders building the systems that power them, they’re the ones driving change. Their work ensures every interaction contributes to a bigger, better story.

That’s why I’m so passionate about the Global CX 100 Leaders program—it shines a light on these visionaries, the ones transforming CX into a business superpower.

What Sets Them Apart?link to this section

Great CX leaders know that CX isn’t transactional—it’s deeply personal. A proactive response, a perfectly timed solution, or even a heartfelt apology can turn a negative experience into loyalty for life. My Disney days taught me that it’s the small details that make the biggest impact.

They’re also relentless innovators, leveraging technology and insights to anticipate what customers need—before they even ask. They understand that today’s customers demand effortless, personalized, and instant experiences, and they deliver.

Why CX Drives Growthlink to this section

For too long, CX has been seen as a cost. But the numbers don’t lie: retaining customers is cheaper than acquiring them, and happy customers buy more and advocate for your brand. At 8x8, we work alongside CX leaders to prove that great CX isn’t a “nice-to-have”—it’s a growth engine.

With our platform-first approach, businesses can connect every touchpoint, unify systems, and measure real impact. CX leaders are driving retention, upsell, and long-term success—and we’re here to help them every step of the way.

The Future of CX Leadershiplink to this section

CX is no longer a department—it’s the DNA of every thriving organization. And it takes leaders to make that happen. Initiatives like the Global CX 100 Leaders program celebrate the people redefining what’s possible in CX and inspire the next wave of transformation.

At 8x8, we’re proud to partner with these leaders. Together, we’re building a future where CX knows no limits.