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About The CX Lead: Building Better Experiences

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Shaping Better Experiences

The CX Lead’s mission is to help SaaS customer experience leaders understand, evaluate, envision and implement the most impactful of CX strategies and solutions. Our primary audience is SaaS industry C-Suite leaders, but our fresh perspectives and approachable style make The CX Lead the go-to resource for any CX professional looking to improve experiences and advance their career.

Our Vision For The CX Lead

Our mission is to help SaaS businesses of all sizes deliver exceptional customer experiences by providing expert insights, actionable strategies, and in-depth software reviews.

Exceptional customer experience is no longer a nice-to-have, it’s a must-have. That’s why we are passionate about helping brands forge meaningful, memorable, and profitable relationships with their customers.

Our contributors are experienced CX professionals, consultants, and thought leaders who are dedicated to sharing their knowledge and expertise to help you succeed. Whether you’re just starting out or looking to take your skillset to the next level, we’ve got you covered.

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Meet the Team

The CX Lead is a labor of love shared by our small, dedicated team and media tech company Black & White Zebra. These are the faces that make the magic happen!


Craig Borowski

Senior Editor

Craig Borowski is the Senior Editor of The CX Lead. His customer experience career began in the early 2010s as a SaaS industry analyst researching the roles technology plays in customer service and call center management.

Craig has worked with some of the biggest thought leaders and trend-setting SaaS companies in the customer experience space, helping countless readers anticipate and adapt to customers’ changing preferences for digital experiences.

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

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.

Learn, grow, and share with like-minded individuals who are all tackling the same question: what makes a better experience?

Join us and keep up with the latest discoveries that help us understand the customer experience. Contribute to our discussion about the new technologies, studies, and trends that impact how we understand customer behavior.


Want To Advertise To CX Practitioners?

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.


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.