I’m Veronika Luxemburg
The founder and CEO of CQX™
I care about impacting people with passion, skills and courage for change.
I use my considerable experience to offer organizations a variety of training, speaking and consultancy solutions. I was the first in Sweden to be certified by the Customer Experience Professionals Association (CXPA) as a ‘Certified Customer Experience Professional’ (CCXP). Additionally, I hold Lean6Sigma certification and as a Coach certified by International Coach Federation (ICF) I also offer personal, executive and leadership coaching.
I have developed my expertise over a 20 year period, working as a business manager, consultant and advisor in multiple industries. I have deployed tools, methodologies and practical implementations all over the world. And until 2019 I held the position as Global Customer Excellence Manager for ABB Robotics, where I created the vision and strategic implementation of the Customer Quality Experience (CQX) transformation program in over 50 countries, touching over 6000 employees.
“CQX is the very heart in any organisation – and my goal is to ignite people with passion and skills to fulfill its purpose.”
Summary of expertise
Customer Experience business and leadership development. Re-invention, creation or development of customer experience strategy and programmes, customer/employee persona creation, Customer Centric Culture and Customer Experience measurements.
Training & coaching
In person and online training programs; Customer Quality Experience. Learning & development synergies for wider employee experience. Personal, executive & leadership coaching.
We help people understand structured problem solving and customer focused continuous improvement quality programs (principally using Lean Six Sigma methodologies). Strategic creation, implementation and deployment of large global transformation/change initiatives and sustainable efforts.
Transformation and culture change that capture hearts & minds of the employees in simple, consistent way, yet balanced with strong analytic and logic capability. Employee engagement and advocacy initiatives and approaches.
Customer journey mapping and management. Alignment of strategic customer segments’ expectations, journeys and goals, for seamless, transparent and frictionless experience that sustains mutual growth by providing interactions and mutual value to customers.