SESSION DESCRIPTION

Many organizations struggle to embed a people-centered leadership mindset that truly enhances customer experience. Leaders may unintentionally focus on processes over people, leading to disengaged employees and inconsistent CX. This roundtable will explore the common challenges, the cost of ignoring them, and practical questions for teams to discuss in breakout sessions:
- What behaviors or practices in leadership negatively impact employee engagement and customer experience?
- How does lack of emotional intelligence or empathy affect team performance and customer satisfaction?

Key takeaways include:

- Understand the key obstacles to implementing a people-centered CX leadership mindset.
- Recognize the business and customer impact of leadership misalignment.
- Identify practical discussion points for teams to reflect on leadership practices in their own organizations.

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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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