Richard Mayne, CCXP

I am a customer experience and operations leader with 25 years running large, distributed frontline teams across retail and consumer businesses in Singapore, Malaysia and Australia. I earned my CCXP in 2019. I treat CX as an operational discipline: the standards, measurement, SOPs and frontline capability that make good service consistent rather than occasional.

Through my consultancy, Mayne & Loh, I help service and consumer businesses across Southeast Asia map their customer journeys, lift service quality and turn CX strategy into day,to,day operating practice. My background spans country leadership at Spotlight, flagship retail at Courts and Harvey Norman, and most recently an 18 site network and customer care centre at StorHub. That gives me an operator's view of CX, grounded in P&L, frontline reality and measurable outcomes.

I am an active member of CXPA and CX Singapore, and I connect with others who see experience as a driver of commercial results.