CXPA Announces 2025 Global Board of Directors and Leadership Appointments

The Customer Experience Professionals Association is proud to announce its 2025 Leadership Team. These volunteers from membership will help activate and guide the CXPA community to advance the customer experience profession.

2025 Global Board of Directors Officers

The 2025 Global Board of Directors Officers are:

• Board Chair: Roxana (Roxie) Strohmenger, CCXP, LSSGB , Principal Strategist, Customer Experience, Heart of the Customer (US)
• Vice Chair: Jayalakshmi S. , Worldwide Customer Journey Architect, Customer Support F&C, Hewlett Packard, Inc (India)
• Treasurer: Benjamin Easaw, CCXP , Managing Director, Digital Experience Design, Cetera Financial Group (US)

2024 CXPA Global Board Chair Amy Shioji, CCXP reflected, “I am proud that with the support of the CXPA Board and Global Research Steering Committee, we were able to engage more than 1,000 stakeholders in significant research and deliberations to set bold new strategy imperatives for CXPA to advance the global CX profession. I am proud to pass the leadership gavel to Roxie and continue to support CXPA as immediate past chair.”

New Appointments to the Global Board of Directors

Six CX professionals were selected by a nominating committee and membership vote to serve new terms on its Global Board of Directors:

• Eng. Ahmed Alfaddagi, CCXP, Senior Partner, Mushar Consulting (Saudi Arabia)
• Kristy DeSantis, CCXP , Head of North American Customer Operations (NACO) Customer and Colleague Experience, TD (US)
• Georges Essama , CCXP, Senior Manager - Head of Marketing, Communication & Customer Experience Department, Cameroon Telecommunications (Cameroon)
• Eytan Hattem, CCXP , CEO, Cemantica (France)
• Scott Lee Holloway, CCXP , Senior Customer Experience Manager, APS Bank (Malta)
• Greg Tucker , CCXP, CEO, Tucker & Company (US)

Shawn Silzer , CCXP, Principal, CLCG Enterprises (Canada) will also serve on the 2025 Global Board of Directors by virtue of his role as 2025 Certified Customer Experience Professional (CCXP) Advisory Committee Chair.

Individuals Continuing Global Board Service

These individuals join a distinguished list of individuals continuing Board service:

• Eric Bruce , CCXP, Chief Experience Officer, National Gallery of Art (US)
• Heather Gillbanks, CCXP , VP of Customer Service & Customer Experience, Herff Jones (US)
• Francis Goh , CCXP, Vice President AI & Data Asia Pacific, NTT DATA, Inc. (Singapore)
• Stephanie Leheta, CCXP, Senior Director Client Experience Strategy, Governance and Design, CIBC (Canada)
• Bryan Sander, CCXP, MBA , Managing Director, Member Experience, AAA National Office (US)
• Amy Shioji, CCXP , Chief Experience Officer, Strategic Education (US)
• Erin Wallace , CCXP, Director, Client Engagement, Bain & Company (US)

2025 CXPA Global Board Chair Roxie Strohmenger, CCXP shared, “Customer Experience is helping organizations and economies grow in every region of the globe. I am honored to serve as CXPA Chair alongside a talented, diverse group of global CX professionals in the CXPA volunteer leadership roles. I look forward to our work together to further support the individuals, organizations, and governments committed to better outcomes through quality CX practices.”

2025 Council and Committee Leadership

CXPA also announces 2025 leadership appointments for councils and committees that will support CXPA’s strategic objectives:

• CCXP Advisory Council: Shawn Silzer , CCXP, Principal, CLCG Enterprises (Canada), Chair; Sandra Storey, CCXP , Embedded Expert, Medallia (US), Vice Chair.
• CCXP Application Review Committee: Lauren Deeney , CCXP, Staff Vice President, Consumer Strategy and Innovation, Elevance Health (US), Chair; Mary Quinones CCXP , Vice President Global Customer Service, Accurate Background (US), Vice Chair.
• CCXP Appeals Committee: Tammie Holt, MBA, Certified Six Sigma Black Belt, CCXP , Black Belt Consultant, Optum (US), Chair.
• CX Leaders Advance: Program Committee: @Lee Jackson, ICF (US), Chair; Host Committee: Brittany Bluthardt, CCXP , Associate Vice President, Client Service, Walker (US), Chair. Shaughn Houston, Director, Customer Experience, Esri (Canada), Vice Chair.
• CXPA Canada: Catherine Gauthier, CCXP , Partner, Collaborative Innovation Methods & Customer Experience, Interface&Co (Canada), Co-Chair; Larry Leung , Principal and Customer Experience Officer, Transformidy (Canada), Co-Chair.
• CXPA Europe: Dr. Ana Iorga , CCXP, CEO & Chief Neuroscientist, Buyer Brain (UK), Chair; Alex Reis, CCXP , CX Consultant, Rokkets Group (Portugal), Vice Chair.
• CXPA Middle East: Natalia Jaramillo , Co-Founder and Managing Director EMENA/APAC, The Luxury Eye (UAE), Chair; Ahmad Samir , CX Planning & Design Manager, Telecom Egypt (Egypt), Vice Chair.
• CXPA United States: Melanie Long, CCXP , Customer Experience Manager, Amplified IT - a subsidiary of CDW (US), Chair; Nick W. Griffin, CCXP , CCXP, Sr. Director, ALSAC/St. Jude Children's Research Hospital (US), Vice Chair.
• CXPA Africa: Victor Songa Musiwa, CCXP, XMP, MSc , Manager: Service Improvement and Customer Experience, Namibia Revenue Agency (Namibia), Chair; Rebekah Zadok _Mugisha , Customer Experience Manager, National Social Security Fund (Uganda), Vice Chair.
• CXPA Asia: Pranav Kumar , Chief Experience Designer, Praakamya CX Designers (India), Chair; Prasana Kumar Parthasarathy , Head Technology Solutions, Consulting & Delivery - Data, Analytics, AI, Capco (India), Vice Chair.
• CXPA Brazil: Francisco Zapata, CCXP , CEO, Consultant, Kentricos (Brazil), Chair.
• CXPA UK: Kat Stroud, CCXP , Director, CX Consulting, Forsta (England), Chair.
• Diversity Advancement Committee: Sue Duris, MBA, CCXP , Head of Stakeholder Experience, Principles for Responsible Investment (England), Chair; Edward Lopez, CCXP , Head of Client Journey - Business Banking, Truist (US), Vice Chair.
• Research Committee: Jim Tincher, CCXP , CEO, Heart of the Customer (US), Chair; Michelle Spaul , Customer Experience Consultant, Delta Swan Limited (England), Vice Chair.

CXPA CEO Greg Melia, CAE shared his gratitude: “I am thrilled to see so many passionate, skilled CX professionals committed to helping CX professionals worldwide deliver greater value through customer experience as a business strategy. The CXPA community helps organizations and CX professionals achieve better outcomes through quality CX practices. We invite you to join us and benefit from the richness of this community.”

About CXPA

Founded in 2011, the Customer Experience Professionals Association (CXPA) is the independent global non-profit organization dedicated to the customer experience profession. CXPA publishes the CXPA CX Book of Knowledge; grants the Certified Customer Experience Professional (CCXP) certification; and facilitates effective knowledge sharing that increases the impact and recognition of customer experience as a proven business strategy.

www.cxpa.org