Ledi Lapaj
Director of Customer Experience
Bank al Etihad
Ledi Lapaj is the Director of Customer Experience at Bank al Etihad. Her expertise spans the full spectrum of CX, including customer acquisition & growth, retention & loyalty, customer engagement & experience and strategy. By leveraging omnichannel strategies, gamification, and organizational change, Ledi has driven sustainable results.
A published author, Ledi is passionate about sharing best practices and fostering a customer-centric culture within organizations. Her commitment lies in spearheading impactful change that prioritizes the customer in every decision. Ledi's influence extends internationally, as she speaks on topics like customer centricity, omnichannel, conversational AI, culture, and more across the world.
