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 prioritizes people and customer experience

- Tools and strategies to align team culture, engagement, and daily leadership practices with cx goals.

- Ways to measure and reinforce positive leadership behaviors for sustained CX improvement.

Facilitator

Sophie Chkhaberidze, CXAC, is Georgia’s first Head of Customer Experience, a CXPA Professional Member, and Partner & CX Consultant at Lexden CX. With 15+ years of experience, she leads human-centered CX and EX transformations across public and private sectors, integrating strategy, operations, and culture to deliver measurable results. She built Georgia’s first citizen experience ecosystem, simplifying 500+ public services, and founded the country’s first dedicated CX team managing end-to-end journeys and 10,000 complaints annually. A global Trainer, Speaker, and SME with XMGlobal Collaborative, Sophie helps organizations embed human-centered leadership for sustainable performance and impact.