10 Best CX Leaders to Watch 2025
Cover Story
What I Have Consistently Found Across Industries is That When a Company Drifts Away from its Commitment to Customer and Employee Experiences, the Business Begins to Suffer: Jason S. Bradshaw on Why Maintaining Focus on CX and EX is Crucial for Long-Term Success
Jason S. Bradshaw: I am sure we can all think of a few big brands that could benefit from truly committing to a CX transformation.
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Profiles
I Learned That Maintaining Customer Relationships Meant More Than One-Time Transactions and That Everything From Design to Production to Marketing to Sales to Support Played a Role in Those Relationships: Roy Atkinson, CEO of Clifton Butterfield, LLC
Roy Atkinson: In general, CX won’t change tomorrow’s bottom line, but it will change next year’s. Small changes now lead to larger effects later. Measure the right things, and measure them over time.
Automation is Powerful, but Customers Still Want to Be Heard: Adam Toporek on How Technology Should Connect, Not Alienate, Customers
Adam Toporek: I grew up in a family of entrepreneurs, so I saw from an early age how customer service could make or break a business.
We Work Closely with Businesses to Design Strategies that are Practical and Measurable: Peter Armaly of Valuize Consulting
Peter Armaly: AI and automation are helping businesses personalize customer interactions at scale, but technology should never replace human connection.
Our Approach is Practical, Drawing from Real-World Experiences to Ensure Relevance and Effectiveness: Tony Johnson, Founder of Ignite Your Service Training and Consulting
Tony Johnson: Our training emphasizes the importance of creating an environment where employees feel valued, empowered, and connected to the organization’s mission.
Our Goal is to Provide Businesses With the Tools and Knowledge They Need to Succeed Long-Term: Emilia D’Anzica, Founder of Growth Molecules
Emilia D’Anzica: Every company has different challenges, but the key principles of customer success remain the same. Our mission is to help businesses apply those principles effectively.
When Leadership Commits to Making Customer Success a Shared Responsibility, that’s When Real Progress Happens: Kia Puhm, CEO of DesiredPath
Kia Puhm: We help businesses align their operations with how customers actually engage with their products, so they can accelerate success for both sides.
The Companies that Strike the Right Balance Between Automation and Personal Engagement will be the Most Successful: Andrew Marks of SuccessHACKER on How to Achieve Customer Success in the Digital World
Andrew Marks: Our training is interactive, scenario-based, and designed to build confidence in applying what’s learned.
We Aim to Expand Our Global Reach, Help More Organizations Embed Effective Customer Success Strategies, and Contribute to the Community Through Thought Leadership and Education: Sue Nabeth Moore of Success Chain
Sue Nabeth Moore: I anticipate a greater emphasis on proactive engagement, leveraging data analytics to predict client needs, and a continued shift towards viewing customer success as a central driver of business growth.
Over Time, I Realized That Ensuring Customers Derive Value From Products Was Not Just a Component of My Job but a Passion: Elise Marengo
Elise Marengo: One of the common challenges is managing diverse client expectations. To address this, we have developed a flexible framework that allows us to adapt our strategies to different client needs while maintaining a consistent standard of service.
