The Path to CX Leadership – with Saroni Kundu
From Code to Customer:
How Saroni Kundu Found Her Passion in CX
In this 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.
EPISODE 1
Shufti Beyond Borders: The Path to CX Leadership – with Saroni Kundu
6 FEB, 2025 • 35 MINUTES LISTEN
About Saroni Kundu
Saroni Kundu is a highly accomplished Customer Experience Strategist with extensive
expertise in customer experience design, research, and service design. She’s led programs with large global
companies, including Equifax and Mastercard, and is now taking her talents in an entrepreneurial direction
to work towards transforming mental healthcare, focusing on improving experiences for both clinicians and
patients. I can’t wait to dive into this conversation — welcome, Saroni!
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