Benjamin Easaw

Background

About Benjamin Easaw

Global Customer Experience & Transformation leader with 20+ years driving large-scale CX, Digital, and service operations transformations across financial, technology, logistics and professional services industries. Proven ability to lead global CX organizations, embed risk and compliance governance, and implement AI and analytics-enabled solutions to elevate satisfaction, loyalty, and lifetime value. Trusted advisor to executive leadership with a record of aligning CX strategy to business growth and operational excellence goals at enterprise scale. Proven track record of advancing customer-centric strategies, aligning CX with business outcomes, and delivering measurable improvements in NPS, CES, FCR, GRR, NRR, adoption, and retention. Certified CCXP and thought leader serving on the CXPA Global Board. Select Leadership Highlights- Global CX Leadership – Led multiple global CX transformations by establishing a CX Center of Excellence, standardizing governance frameworks, scalability, and risk mitigation across North America, UK, Latin America, Asia and Australia, aligning with regulatory standards and driving continuous improvement in customer-centric operations- Transformed Product Lifecycle – Defined and executed multi-year CX roadmap via the Experience First framework, elevating customer satisfaction and loyalty by increasing digital self-service adoption 40%, while fostering cross-functional collaboration with Marketing, Product, Technology, Operations, and Customer Service to ensure seamless customer journeys and unified service delivery- Enterprise Research at Scale – Built and scaled research panels, cutting feedback loops by 25% and accelerating delivery of customer-centric tools- AI-Enabled Experiences – Employing assistive, anticipatory and agentic AI strategies, drove adoption of automation, and analytics to optimize customer service operations, reducing customer effort (CES) and improving first-contact resolution, while personalizing interactions across digital channels- Outcome-Based Governance – Implemented outcome-based governance with journey-level OKRs tied to growth, retention, and lifetime value targets, while establishing controls for compliance and risk management in regulated customer environments to enhance operational resilience.