Andre Prins

I have spent over 25 years in IT services, and somewhere along that journey I stopped seeing customer experience as a function and started seeing it as the thing that determines whether a business earns the right to keep serving people. Today I am Director of Customer Experience at Cybit, a UK based technology services provider, where my role is to shape a CX function that anticipates customer needs rather than simply reacting to them.

My path has taken me through support consulting, service management, client success, operations leadership and country management before landing here. That range matters to me, because it means I have sat on almost every side of the customer relationship, from the frontline to the boardroom. It taught me that great customer experience lives at the intersection of people, process and technology, and that neglecting any one of those three will eventually cost you the other two.

My personal motto is simple. Shake a hand, make eye contact and listen to understand. Human connection is where perspective comes from, and empathy is what turns a transaction into a relationship. I am deliberately agnostic about methodology, because I have never believed there is a single approach that works for every organisation. What I do believe is that the customer's own measure of success is my true north, and every process gap we close and every journey we simplify should be measured against that.

I am currently working towards my CCXP qualification, and outside of my role at Cybit I write regularly on LinkedIn, where I have built a community of more than 30,000 followers. A good portion of what I publish is dedicated to celebrating the work of other CX leaders, giving credit without expecting anything in return. I adopted a 51/49 rule, meaning I always want to give more value than I receive. I look forward to learning from this community and contributing wherever I can.