Leslie Coutou

I am a senior Customer Experience leader with more than 15 years of experience shaping and running customer experience strategies in the telecommunications and B2B services sectors across the Caribbean and Latin America. As the Regional Head of Customer Experience, I guide CX strategy in 21 markets, turning company goals into practical CX programs that are part of daily operations and leadership decisions. I focus on building scalable, data-driven customer experience systems. This includes setting up Voice of the Customer (VoC), Net Promoter Score (NPS), and Customer Effort Score (CES) programs, redesigning customer journeys, and managing feedback processes. I have helped shift company culture to be more customer-focused, raising NPS from –35 to +29 in nine months, speeding up response and resolution times with digital tools, and using CX insights to improve services, processes, and business results.

Along with strategy, I have strong hands-on experience in customer experience operations. I have managed omni-channel contact centers, digital service channels, SLA governance, and teams across CX, service delivery, technical support, and account management. I have led large teams in multiple markets, handled multi-million-dollar budgets, and turned CX insights into real improvements in service, customer retention, and efficiency. I have a Professional Diploma and Certificate in Customer Experience from CX Academy. I am dedicated to growing the CX field through clear measurement, human-centered design, and practical, evidence-based work. I am applying for CXPA membership to both share my experience and learn from the global CX community, while helping raise CX standards in complex, multi-market organizations.