Thanh Hang Nguyen, CCXP

Nguyen Thanh Hang is a scholar-practitioner in Customer Experience (CX) with over 24 years of leadership and applied research experience across major financial institutions in Vietnam. Her career spans business analysis, strategic planning, market research, marketing, and enterprise-wide customer experience management, giving her a uniquely integrated view of customer behavior, service design, and organizational transformation. She currently serves as Co-founder and Managing Director of EMIA- Experience Management and Innovation Academy- where she leads curriculum development, instructional design, capability building programs, and practitioner certification initiatives. Her teaching and research interests include customer insight, service and experience design, behavioral science in CX, journey measurement, and experience governance.