I’m obsessed with all things customer experience, and I think it’s too risky for businesses not to center their customers in everything they do.

We’ve all experienced bad customer service. Unfortunately, those moments are memorable for the wrong reasons. I firmly believe every industry can create remarkable experiences for their customers.

My journey in understanding exceptional customer experience began at Lululemon, where I worked as an Educator. There, I witnessed leadership’s vision materialize as they engaged employees and cultivated a vibrant community of brand-loyal customers within our store.

Later, at Gorilla 76, an industrial B2B marketing agency, I immersed myself in client services and account management. Progressing from Intern to Account Coordinator, then Account Executive to Client Success Director, and now serving as Vice President of Client Operations, I’ve encountered virtually every customer scenario imaginable in that space. Bold, I know. I say that knowing there’s always something new to learn. But you get the idea. This comprehensive experience has shown me what exceptional service can look like, which is why I maintain such high standards for CX.

And that’s who this is for. The Customer Experience Leader is for the relentlessly customer-obsessed people and organizations looking to improve their CX by a few degrees every single day. Consider this your regular dose of CX intelligence, featuring battle-tested strategies, emerging trends and inspired ideas from brands and people who put customers at the heart of everything they do. 

Thanks for being part of the journey to make CX better.

- Sultana Mangal