Ledi Lapaj

Director of CX Bank-al-Etihad

Ledi is a seasoned Customer Experience professional deeply passionate about customer-centric transformation. Ledi's expertise spans the full spectrum of CX, including customer acquisition & growth, retention & loyalty, customer engagement & experience as well as marketing technologies and strategy. By leveraging omnichannel strategies, gamification, and organizational change, Ledi has driven sustainable results.

A published author, Ledi is passionate about sharing best practices and fostering a customer-centric culture within organizations. Her commitment lies in spearheading impactful change that prioritizes the customer in every decision. Ledi's influence extends internationally, as she speaks on topics like customer centricity, omnichannel, conversational AI, culture, and more across the world.