Samaya Imanova, CCXP

I am a customer experience professional with over 9 years of experience in the banking sector, currently serving as the Head of the Service Structures Department at Kapital Bank. My work focuses on enhancing customer satisfaction, improving service quality, developing employees, and establishing customer-centric processes. Designing holistic customer journeys and implementing improvements based on feedback and data are among my main areas of interest. I am preparing for the CXPA certification to further strengthen my strategic and analytical CX skills and to engage in knowledge exchange with the global CX community.