Benjamin Easaw, CCXP

Benjamin Easaw is a customer experience executive, framework author, and advisor with 20+ years connecting customer evidence to consequential business decisions at the C-suite and board level. He is the author of three original CX frameworks, Self-Realized Value (SRV), Sentiment Durability, and the Metrics Spiral of Death, now taught to senior CX professionals globally. For years, senior leaders have drawn on his judgment to pressure-test experience strategy before major commitments.

He serves on the CXPA Global Board as Treasurer (2025), ascending to Vice-Chair (2026) and Chair (2027), and holds the CCXP certification and is a Wharton Advanced Management Program alumnus. As Managing Director of Digital Experiences at Cetera Financial Group, he leads digital experiences and guides AI strategy and governance across customer journeys. Alongside that role, he co-leads an effort to evolve the product organization's operating model and strategic role, shifting it from feature delivery toward outcomes and customer impact. His work spans regulated and non-regulated industries like financial services, technology, retail, wealth management, and travel.

Earlier, he built and led a Global CX Center of Excellence at Thomson Reuters serving enterprise customers across four continents and advised Fortune 500 executives at Epsilon on enterprise CX and digital transformation. His through-line is consistent across every role - build organizations where customer evidence drives the decisions that matter. Recently, he was a contributor to Greg Tucker's book Frictionless Brand Experience (2026).