Dung Lu Phuong

With 16 years of experience spanning Customer Service, Customer Experience, and Customer Success, I have developed a strong passion for turning customer insights into meaningful improvements that create value for both customers and businesses.

Currently, I work as a Customer Success Manager at DNSE Securities JSC, where I am responsible for shaping the end-to-end customer experience and leading cross-functional improvement initiatives. My work focuses on understanding customer needs and pain points, identifying opportunities across the customer journey, and partnering with teams across the organization to translate insights into better experiences and stronger business outcomes.

I see Customer Experience as a bridge between customer value and business value. I hope to contribute to the CXPA community by sharing practical perspectives from my experience, learning from fellow CX professionals, and continuously developing my capabilities to create more sustainable an