SESSION DESCRIPTION

Creating a People-Centered CX Leadership Mindset and Culture

Building on the roundtable discussion, this webinar will present solutions to embed a people-centered leadership mindset and culture that consistently drives excellent customer experiences. Attendees will learn practical strategies, tools, and examples to translate leadership behaviors into team engagement and CX results.

Key takeaways include:

• Steps to foster a leadership mindset that priorities people and customer experience.
• Tools and strategies to align team culture, engagement, and daily leadership practices with cx goals.
• Way to measure and reinforce positive leadership behaviors for sustained CX improvement.

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SESSION FACILITATOR

Sophie Chkhaberidze is Georgia’s first Head of Customer Experience (CX), a Partner at LEXDEN UK, and an official member of the Customer Experience Professionals Association (CXPA). With more than a decade of experience leading CX transformation across both public and private sectors, she specializes in designing strategies that eliminate customer pain points, strengthen loyalty, and deliver measurable business results. At LEXDEN UK, Sophie collaborates with global CX leaders to align strategy, data, people, and culture. Guided by CXPA standards, she brings international best practices to every engagement. For Sophie, CX is not just a profession but a purpose — driving sustainable success through exceptional customer experiences.

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