I’m obsessed with all things customer experience, and I think it’s too risky for businesses not to center their customers in everything they do.

We’ve all experienced bad customer service. Unfortunately, those moments are memorable for the wrong reasons. I firmly believe every organization can create remarkable experiences for its customers. I also believe it’s the right thing to do.

That belief is tied to how I was raised.

I grew up in an Afghan household where culture is deeply rooted in the tradition of hospitality. I observed how my parents treated every person who entered our home—always with genuine warmth and respect. Meals were served with multiple courses, great stories were exchanged over cups of chai, and anyone who visited could expect to leave with a full belly and food to take home. Nothing could top the experience my parents created.

My understanding of exceptional experience continued in my professional life when I worked at Lululemon as a Salesperson. Lululemon engaged its employees and cultivated a vibrant community of brand-loyal customers. There was so much detail and intentionality invested in every customer interaction.

Later, at Gorilla 76, an industrial B2B marketing agency, I immersed myself in client services and account management. Progressing from Intern to Account Coordinator, then Account Executive to Client Success Director, and now serving as Vice President of Client Operations. Gorilla 76 completely raised the bar for what exceptional service looked like. Outside of my home, I hadn’t experienced that before. I think part of what has kept me around is how the company aligns with my upbringing. At this point, I’d become even more customer-obsessed.

And that’s who this is for. The Customer Experience Leader is for the relentlessly customer-obsessed people looking to improve their CX by a few degrees every single day. Consider this your regular dose of CX intelligence, featuring battle-tested strategies, emerging trends and inspired ideas from brands and people who put customers at the heart of everything they do. 

Thanks for being part of the journey to make CX better.

- Sultana Mangal