About The CX Lead: Design Customer Experiences. Leverage AI. Deliver Trust.

We're a peer-led platform for senior leaders navigating the AI-driven transformation of customer experience.

We exist for those responsible for shaping how people experience brands, products, and services across increasingly complex, multi-channel environments.

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Our Vision

To be the trusted platform for experience leaders turning AI disruption into strategic advantage.

Traditional CX—built on fragmented touchpoints and vanity metrics—can't keep pace with AI-driven customer expectations. The new reality demands leaders who can design coherent journeys, leverage AI responsibly, and prove experience drives business outcomes.

This is why we built The CX Lead

The CX Lead serves leaders accountable for experience strategy and outcomes—across customer experience, customer success, and service. From Experience Directors and heads of CX to leaders responsible for retention, support, and long-term customer value, we exist for those leading from the front. If you’re aligning teams around the customer, modernizing experience systems, and turning fragmented touchpoints into coherent journeys, you’re one of us.

Our Advisory Board

We work with industry thought leaders and practicing CX experts to bring you actionable insights, fresh perspectives on key trends, and hot takes on hot topics.

Mary Poppen

Mary Poppen is President of HRIZONS Employee Experience and Professor of Practice at Michigan State University teaching in the Customer Experience Management (CXM) Master’s Degree program. She is also a CS Angel investor.

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services and a 34-year veteran of the call center/BPO industry. He has also been recognized as one of the “Top 25 Thought Leaders for 2023” by ICMI, and is the recipient of the CX Hall of Fame Award 2023.

Annette Franz

Annette Franz is the founder and CEO of CX Journey Inc. and is an internationally recognized customer experience thought leader, coach, keynote speaker, and author. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

Melissa Henley

Melissa Henley is a thought leader, speaker, writer and brand ambassador with over 20 years of experience in CX across a variety of industries, including software, higher education and finance.

Aaron Thompson

Aaron Thompson is a distinguished Customer Success Keynote Speaker and Educator. He is the Chief Revenue Officer at SuccessCOACHING and the CEO and Founder of RedSlacks.com.

Greg Kihlström

Greg Kihlström is a best-selling author, speaker, and entrepreneur, and consultant. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.

Luke Jamieson

Luke went from working in a call center in Australia to now leading some of the largest call centers in the Asia Pacific region. He’s helped design call centers from the ground up and received worldwide recognition.

Katie Stabler

Katie is the founder of CULTIVATE, author of “Customer Experience 2”, and a CX leader who is passionate about in delivering insight to the boardroom and bringing CX to the heart of the organisation.

Sandra Thompson

Sandra is the founder of EI Evolution. Her focus is on helping brands form emotional connections with their customers by understanding some of the core principles of human behavior.

Dennis Wakabayashi

Dennis is recognized as the “Global Voice of CX.” Over three decades, he has guided some of the world’s foremost brands in refining their customer journeys.

Yanique Grant

Yanique is the foremost CX consultant in Jamaica and across the Caribbean. Aside from her long-running podcast, Yanique has improved experiences for customers at leading national brands in finance, retail, telecom.

Michael Barnes

Michael is a globally recognized speaker and author with over 25 years in the IT industry. He focuses on driving digital transformations to integrate CX throughout the business strategy.

Prasana Kumar Parthasarathy

Prasana is a multi-faceted professional with over 21 years of experience developing scalable products in industries such as Fintech, Payments, Unified Communications, Contact Center, Hospitality, Telecom, and more.

Next step: join a network of leaders rethinking how to deliver memorable customer experiences with AI.

Want To Advertise To CX Leaders?

In the buoyant CX marketplace, The CX Lead provides the most targeted and cost-effective media on the market, equipping our advertisers to promote to senior decision makers involved in experience design.

We work strategically with our advertisers to ensure that their activities achieve maximum reach and impact through a rich variety of promotional packages—all of which can be tailored to your specific campaign objectives.

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Become a Contributor!

We are always looking to grow our community of thought leaders! If you’re looking to share your expertise with our readers, we want to hear from you. We consider applications for long-term, short-term, or one-time contributor relationships.

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