We are honoured to announce The 2024 CX Academy Fellows recipients.
As the largest Customer Experience education provider in the world, launching The CX Academy Fellowship was the next step to promote CX as the professional discipline to enhance business success. We wanted to celebrate CX Excellence by granting the Fellowship to leading CX ambassadors and distinguished customer champions who have excelled in their passion for customers and staff and who have strengthened the CX profession globally.
The 2024 Fellows are:
Hun Ni Liew, Head of Business Transformation at DHL Express Malaysia
Hun Ni is the Head of Business Transformation for DHL Express Malaysia. Hun Ni started her career with DHL Express Malaysia in September 1996 as a Graduate Trainee. After completing the 1-year program, she joined the Commercial Department as the pioneer group of Logistics Support Analysts responsible for providing logistics solutions to global customers. She spent the subsequent 5 years supporting various key customers both on project management and program management, driving continuous improvement for her customers.
Hun Ni has over 28 years of experience in the corporate world, working with the world’s most international company in 13 different roles – 5 years in project & program management, 2 years in business services & solutions for global MNCs, over 10 years in sales management, planning & development and over 5 years in operations development during which she also led the corporate cultural change & employee engagement program for Malaysia & Brunei.
Having managed successful teams for over 22 years, Hun Ni believes that to be a great leader, one of the most important skills to have is effective & impactful communication to continuously engage, equip & empower her people. She is also passionate about coaching & developing people to unleash their potential. Hun Ni mentors young people and currently leads the DHL Express Malaysia’s transformation agenda focused on digitalization and enhancing customer experience.
Adriana Cavallo, General Manager – Customer Experience (APAC) at BGL Corporate Solutions
With over a decade of experience within the Software industry, Adriana brings a wealth of expertise and a genuine passion for customers to her role at BGL Corporate Solutions. Leading various teams across the Asian Pacific region to deliver exceptional customer experiences, her tenure has been marked by transformative initiatives, particularly in automating internal processes to streamline operations and enhance efficiency.
Adriana is deeply invested in creating lasting impressions through every interaction with customers and employees. Whether it’s creating seamless onboarding processes or fostering a culture of continuous improvement, she ensures that the customer and employee journey intertwine harmoniously, resulting in experiences that are not just satisfactory but truly memorable.
In a landscape where technology evolves rapidly and customer expectations continue to increase, Adriana remains committed in her mission to elevate the customer experience to new heights.
Rashad Issa, Chair of the Board of Trustees at Chartered Quality Institute
Rashad is a Non Executive Director, strategy specialist and an operational Quality, governance & assurance expert. With a proven track record of guiding ambitious businesses to operational excellence, Rashad is the Chairman of the Board of Trustees of the Chartered Quality Institute (CQI) and an advisor on the EDI committee with Project Management Institute (PMI). He is the Quality and Business Improvement Lead at the Baltic Exchange spearheading efforts to optimise regulatory compliance in financial benchmarks, fostering efficiency and excellence.
Rashad is a thought leader leveraging his platform as a Podcaster and a Blogger. As the founder of the Rashad in Conversation podcast and the How To Quality©️ series, he sheds the light on the indispensable value that the Quality profession contributes to businesses worldwide, sharing inspiring success stories from global leaders.
Adam Khan, CX & Service Design Consultant at A2Dominion
With over a decade of experience in consulting and a specialised focus on contact centres for the past six years, Adam is a passionate advocate for customer experience excellence. He has built a career at the intersection of customer-centric transformation and digital innovation, immersing himself in end-to-end customer journeys and pioneering solutions that drive satisfaction, loyalty and operational efficiencies.
Adam’s cross-industry expertise gives him a nuanced perspective on diverse customer touchpoints, from orchestrating seamless digital experiences to creating transformative CX strategies. Adam’s approach is rooted in a genuine enthusiasm for understanding the customer’s perspective. He combines a deep understanding of service design with a commitment to continuous improvement, ensuring that customer experiences evolve to meet today’s digital demands.
Simon Hughes, Senior CX & Insights Business Partner at AXA Insurance
With an undergrad in Psychology from the University of New South Wales (UNSW) and an MBA from the University of Technology, Sydney (UTS) Simon has worked on brands such as AXA, AIB, SkyTV, Guinness, Heineken, Coca Cola, Tesco, Sony and the Volkswagen Group, to name a few, over the last 25 years. His interests and skill set includes consumer & market research, market mix analytics, proposition development and strategic planning & implementation.
Sarah Dennett, Customer Experience Lead at Croda
Sarah has worked as a CX and insights professional for 8 years. She started her career in Customer Service at Johnson&Johnson and then moved into customer analytics at Smith&Nephew as Business Intelligence Manager. Her CX career started with a role in the Global Business Services function of Smith&Nephew. She now works for Croda – a global speciality chemical manufacturer – where she leads on VoC insights strategy and champions the CX learning and development programme. Sarah is focused on generating a thorough understanding of both rational and emotional customer needs and enabling Croda to turn this insight into customer centric actions that achieves their purpose of ‘Smart Science to improve lives’.
To find out more about The CX Academy Fellowship and how you can put forward a name for next year’s fellow choice click here.
