“CX is not an exact science—it’s a puzzle.” In the first part of this 2-part series, Chris Lipman, an award-winning CX expert and Chief Customer Experience Officer at e& UAE, shares how his obsession with solving puzzles fuels his approach to customer experience. e& identifies and prioritizes CX issues, rapidly prototypes solutions, and measures their impact on both customer satisfaction and business outcomes. This approach not only elevates customer experience but also ensures a clear return on investment by aligning CX improvements with measurable business value. From decoding NPS verbatims to sending execs into the call center trenches, Chris reveals how e& is solving for happy—by turning data into differentiated CX design. #CustomerExperience #CXLeadership #NPS #e& #SimplyCX #Microsoft

You'll walk away with:

• How to use NPS as a diagnostic tool—not just a score

• Why data and insights are not enough, clear business value is imperative

• Why CX transformation is a slow, deliberate puzzle-solving process

• How executive immersion and AI are reshaping customer journeys

Mentioned in the Episode

• Net Promoter Score (NPS) by Fred Reichheld

• Forrester’s Customer Obsessed Enterprise Award

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Guest: Chris Lipman, Chief Customer Experience Officer at e& UAE

Company: e& (formerly Etisalat Group), serving 198M+ customers across 38 countries

Award: Forrester’s Customer Obsessed Enterprise Award