Egidio Lacanna, CCXP

I lead Technical Service and Customer Excellence initiatives across EMEA at QIAGEN, with a focus on connecting service operations, team capability, and Customer Experience execution.
With more than nine years at QIAGEN, I have built my career across technical support and service leadership, and today I lead a diverse team of 10+ professionals across Poland and multiple EMEA markets. My scope includes workforce planning, hiring, onboarding, team development, service performance, and the continuous improvement of customer support delivery.
My role is centered on turning Customer Experience strategy into practical execution. I work to ensure that customer feedback is translated into actions, behaviors, and improvements that strengthen trust, reduce effort, and improve the customer journey. This includes Voice of Customer governance, CX capability building, workshops, communication initiatives, behavioral learning tools, and cross-functional improvement activities across Service EMEA.
I am especially interested in building service organizations that combine technical excellence with customer-centered leadership, and in making Customer Experience a practical, measurable, and accountable discipline in everyday operations.