Marie-Helene Savard Interview
Marie-Helene Savard is a dynamic global executive with extensive experience in Customer Experience (CX), Delivery Services, and Business Process Optimization. As Vice President CX at New Era Technology, she drives customer-centric innovation, operational excellence, and measurable business outcomes while serving as a strategic advisor in global digital transformation.
The Beginning of a CX Journey
We started the interview by asking, “Marie-Helene, what first drew you to the world of Customer Experience and digital transformation?”
Marie-Helene Savard replied, “From the very beginning of my career in 1998, I’ve been fascinated by the human element behind technology. Starting in the early days of modern contact centers, I quickly realized that true transformation isn’t just about systems—it’s about people. That insight led me to specialize in customer experience, process optimization, and the strategic deployment of technologies that empower both employees and customers.
Over the years, I’ve had the opportunity to lead major initiatives involving platforms like Genesys, Cisco, Calabrio, Verint. Each project reinforced my belief that digital transformation must be human-centered to be truly effective. What continues to drive me is the challenge of aligning innovation with empathy—ensuring that every technological advancement enhances the experience for those it touches.”
Leadership with a Global Perspective
The Arab Today: How do you define your leadership philosophy, especially when guiding global CX teams?
Marie-Helene Savard replied, “My leadership philosophy is rooted in clarity, empathy, and empowerment. When guiding global CX teams, I focus on creating a shared vision that connects strategy to purpose—ensuring every team member understands not just what we’re doing, but why it matters. I believe in leading with transparency and trust, fostering a culture where people feel heard, valued, and equipped to succeed.
I prioritize collaboration across geographies and disciplines, recognizing that diverse perspectives are essential to designing inclusive and impactful customer experiences. Whether we’re deploying platforms like Genesys, Cisco, Calabrio, or Verint, or reimagining customer journeys, I ensure that our teams stay aligned, agile, and focused on outcomes that serve both the business and the customer.
Ultimately, I lead with the belief that technology should elevate the human experience—and that great leadership does the same.”
Building Long-Term Customer Success
The Arab Today: In your current role, how do you ensure customer success and long-term retention?
Marie-Helene Savard replied, “Customer success and long-term retention begin with a deep understanding of customer needs, expectations, and behaviors. In my current role, I focus on designing experiences that are not only efficient but also emotionally resonant—ensuring that every interaction adds value and builds trust.
I also lead the alignment of service delivery strategy with operational execution, leveraging platforms such as Genesys, Cisco, Calabrio, and Verint to enable personalized, consistent, and proactive customer engagement. By harnessing data-driven insights, we continuously optimize customer journeys, uncover friction points, and anticipate evolving needs—ensuring that every experience is both seamless and meaningful. Retention is also about relationships. I prioritize transparency, responsiveness, and continuous engagement—ensuring that our clients feel supported and heard throughout their lifecycle. By combining technology with empathy, we create experiences that foster loyalty and long-term partnerships.”
Bridging CX Strategy and Business Goals
The Arab Today: What are some of the biggest challenges in aligning Customer Experience strategy with business objectives, and how do you overcome them?
Marie-Helene Savard replied, “One of the biggest challenges is ensuring that CX is not seen as a standalone initiative, but as a core driver of business performance. Often, customer experience strategies are developed in silos, disconnected from broader organizational goals such as revenue growth, operational efficiency, or digital transformation. Bridging that gap requires a clear and shared understanding of how CX impacts key business outcomes.
To overcome this, I focus on embedding CX into the strategic planning process from the outset—ensuring that every initiative is tied to measurable business objectives. I work closely with executive stakeholders to translate customer insights into actionable priorities, My team leverage platforms like Genesys, Cisco, Calabrio, and Verint to operationalize those strategies at scale.
Another challenge is balancing short-term performance metrics with long-term customer loyalty. I address this by using data to tell a compelling story—connecting customer satisfaction, retention, and lifetime value to financial performance. This helps build alignment across teams and reinforces the value of investing in customer-centric transformation.
Ultimately, success comes from creating a culture where CX is everyone’s responsibility, and where technology, process, and people are aligned to deliver meaningful, measurable impact.”
Lessons from Global Experience
The Arab Today: How has your global experience shaped your perspective on Customer Experience and digital transformation?
Marie-Helene Savard replied, “My global experience has profoundly shaped how I approach both Customer Experience and digital transformation. Working across diverse markets and cultures has reinforced the importance of adaptability, empathy, and local relevance in designing customer-centric strategies. It’s taught me that while the principles of great CX—clarity, consistency, and personalization—are universal, the way they’re delivered must be tailored to regional expectations and behaviors.
This perspective has influenced how I lead transformation initiatives. Whether deploying platforms, I ensure that solutions are scalable yet flexible enough to meet the unique needs of each market. I’ve learned to balance global standards with local nuances, and to build inclusive strategies that resonate across geographies.
Ultimately, my global experience has deepened my belief that successful digital transformation is not just about technology—it’s about understanding people, wherever they are, and designing experiences that reflect their realities.”
The Role of Innovation in CX
The Arab Today: What role does innovation play in your approach to customer experience?
Marie-Helene Savard replied, “Innovation is at the heart of my approach to customer experience—it’s not just about adopting new technologies, but about rethinking how we deliver value to customers in meaningful, human-centered ways. I see innovation as a catalyst for transformation, enabling us to anticipate customer needs, personalize interactions, and continuously improve service delivery.
In practice, this means leveraging platforms not only for operational efficiency, but to unlock new capabilities—such as predictive analytics, AI-driven routing, and real-time workforce insights. Innovation also drives how we design customer journeys, integrate feedback loops, and empower frontline teams with the tools and data they need to succeed.”
The Future of CX and Digital Transformation
Lastly we asked, “Looking ahead, what is your vision for Customer Experience and digital transformation over the next decade?”
“Over the next decade, I envision Customer Experience evolving into a fully integrated, predictive, and emotionally intelligent discipline—where technology and human insight work seamlessly together to create truly personalized and frictionless journeys. Digital transformation will no longer be about digitizing existing processes, but about reimagining them entirely to meet the expectations of a more empowered, connected, and diverse customer base.
AI, automation, and real-time analytics will play a central role, but the real differentiator will be how organizations use these tools to deepen relationships, not just drive efficiency. Platforms like Genesys, Cisco, Calabrio, and Verint will continue to evolve, offering more intuitive, adaptive capabilities—but success will depend on how well we align these innovations with empathy, inclusivity, and purpose.
My vision is one where CX becomes a strategic growth engine—embedded in every decision, every interaction, and every transformation initiative. It’s about moving from reactive service to proactive engagement, from siloed data to unified intelligence, and from transactional experiences to meaningful connections that build loyalty and trust.” Marie-Helene Savard concluded
Connect with Marie-Helene Savard on LinkedIn
For more information visit New Era Technology
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