Architect of Upside Down CX | CX Culture Transformation Expert | Leading Change Metrics Visionary
As a seasoned CX culture transformation expert, I orchestrate profound organisational shifts that ignite customer-centric revolutions. With a proven track record at MultiChoice, I pioneered the Upside Down CX approach—redefining paradigms and spearheading a culture overhaul.
Upside Down CX Visionary: Led the groundbreaking #99 campaign, transforming 3,100 employees into customer-obsessed advocates. Propelled by a unified customer service philosophy, we redefined perceptions from ‘how we’ve always done things’ to ‘customer-first’ mindset.
Cultural Alchemist: My leadership cultivated a deep shift in organisational consciousness, fostering a culture where every action resonates with customer-centricity. We harnessed insights from customers, instigating a powerful shift in systems, processes, and behaviours.
Metrics Visionary: Drove CX metrics evolution, shifting MultiChoice to customer-centric excellence. Spearheaded targeted strategies for measurable engagement enhancements, earning recognition in a Gartner-acclaimed approach.
Embrace a transformative shift. Join me in crafting resonant customer journeys, driving vibrant cultures and deep metric driven insight. Let’s champion the Upside Down CX movement.”
