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Vicky Katsabaris

Vicky Katsabaris is a principal consultant of customer experience at Qualtrics. She provides expert guidance to organisations implementing customer experience programmes.

Prior to joining Qualtrics, Katsabaris spent 3 years as the General Manager of Customer Advocacy strategy at Telstra, leading the team responsible for developing Telstra's corporate strategy for improving customer advocacy, including major transformation programmes and the company-wide culture change programme to embed a customer-centric mindset. Prior to this, she was the Director of Customer Experience at VMware, where she lead the implementation of the CX programme across Asia Pacific, Japan.

Katsabaris has experience in implementing and operationalising customer experience programmes in both B2B and B2C and has launched and embedded new programmes, as well as evolved and optimised large-scale mature programmes.

Most businesses are aware of the importance of managing the customer experience (CX). However, while 80 per cent of CEOs believe their company offers exceptional CX, just eight per cent of their customers agree.Organisations need to differentiate on CX because nine out of 10 customers are willing to pay significantly more for a better experience....Full Article »