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Customer Experience South Africa (CXSA)

Grace Brown is a CX Strategist, senior leader and Board Member of Customer Experience South Africa (CXSA), with more than 20 years’ leadership in financial services. As Head of Customer Experience & Client Services during her 11 years at the JSE, she led multidisciplinary teams, set the service standard and made customer-centricity an executive priority. Grace advises leaders on combining customer experience, employee experience and operational excellence to drive transformation, and on deploying AI at scale without losing human connection. She holds an Executive MBA, Duke Executive Education and specialist CX qualifications from Forrester. Through CXSA and the wider business community, she strengthens the CX profession in South Africa and develops its next generation of leaders.