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The CX Innovator Series is an actionable and educational industry initiative showcasing the best practices leading executives to use to shape their community’s experience. Using expertly curated executive interviews combined with quantitative research from consumer surveys, the CX Innovator Series provides tangible insights and a deeper understanding of how successful companies utilize CX programs resulting in positive business outcomes.

The CX Innovator Series is made possible by support from our lead sponsors: Concentrix, eGain, Tealium, and QuestionPro.


Ruby Tuesday: Kevin FitzPatrick, SVP Digital & Performance Marketing

Kevin FitzPatrick, Ruby Tuesday

Kevin FitzPatrick is currently Senior Vice President, Digital & Performance Marketing at Ruby Tuesday, the Maryville, Tennessee-based restaurant operator with more than 200 locations worldwide. FitzPatrick joined the company about a year ago. READ MORE

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Bajaj Allianz: KV Dipu is Senior President and Head of Operations & Customer Service 

KV Dipu, Bajaj Allianz

KV Dipu is currently Senior President and Head Operations & Customer Service at Bajaj Allianz. Bajaj Allianz, a general insurance and life insurance company doing business in India, is a joint venture between Allianz SE, a leading global insurance company based in Munich, Germany, and Bajaj Finserv Limited, a diversified financial services company headquarters in Pune, India. Dipu joined the firm more than 6 years ago, having previously been at GE Capital, where he was deeply involved in CX programs. READ MORE

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eGain: Ashu Roy, CEO

Ashu Roy, eGain

Ashu Roy is Chief Executive Officer of eGain Corporation, which provides an AI-enabled software platform that integrates with CRM and contact center systems for enhanced customer self-service, virtual assistance, and contact center agent tools. Roy has served as CEO and Chairman of eGain since 1997. Prior to that, he was Chairman of WhoWhere? Inc, an internet company that became part of Lycos, and was also co-founder of Parsec Technologies. Previously, he held software engineering positions at Digital Equipment Corp. Joining Roy for CX Innovator Series interview was Sanjeev Sahni, Senior Director of Marketing for eGain. READ MORE

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Tealium: Heidi Bullock, Chief Marketing Officer (CMO)

Heidi Bullock, Tealium

Tealium is a global provider of customer data platforms (CDPs), supporting over 850 enterprise customers in more than 30 countries around the world. Originally established in 2008 and headquartered in San Diego, the company has grown to more than 800 employees worldwide and has established a partner ecosystem comprising more than 20,000 individuals and more than 1,300 turnkey integration capabilities. Tealium is privately held and is backed by several leading venture capital (VC) firms. READ MORE

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Concentrix: Rick Rosso, EVP, Global Sales & Account Management

Rick Rosso, Concentrix

Rick Rosso is Executive Vice President, Global Sales & Account Management for Concentrix, a global provider of CX solutions and technology headquartered in Fremont, California. Concentrix works with more than 750 clients in 40+ countries around the world and maintains a strong client base in the technology, banking, and social media sectors, among others. The company bolstered its position in the CX market when it acquired PK Global, a global CX digital design and engineering firm, for $1.6 billion in late 2021, marking the first acquisition for Concentrix since it became a publicly traded company in December 2020. READ MORE

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MultiChoice Group: Clint
Payne is the CX lead of the
digital team

Clint Payne, MultiChoice Group

Clint Payne is CX lead of the digital team at the MultiChoice Group, Africa’s biggest pay-TV provider and operator of the DStv satellite television service in 47 countries across the continent’s Sub-Saharan region.

Tasked with aligning experiences across not only MultiChoice businesses (South Africa, The Rest of Africa, and Connected Video) but also channels (physical, satellite, and online), Payne believes it is imperative for customer journeys to evolve and unify experiences, both physical and digital. READ MORE


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