The Path to CX Leadership – An Interview with Saroni Kundu

From Code to Customer: How Saroni Kundu Found Her Passion in CX

In our latest Beyond Borders podcast, we had the privilege of speaking with Saroni Kundu, a seasoned customer experience professional with leadership roles at Mastercard and Equifax. She shared how she pivoted from software engineering to UX and eventually expanded her focus to holistic customer experience (CX) and service design.

– How does a software engineer become a leader in customer experience?
– What’s the spark that turns usability into a mission?
– Why should businesses care about UX and CX as strategic priorities?

One key takeaway? CX isn’t just about making things “look good”—it’s about measurable business impact. Companies that prioritize CX see higher engagement, increased revenue, and stronger brand loyalty.

Listen to the full episode here: