Customer service expert Sergey Tsvetkov

When customers leave without complaints and the service team doesn't understand how to evaluate its work, the problem often lies in the customer experience itself. Sergey Tsvetkov helps to identify where the company is losing loyalty, how to build a feedback process, and how to connect service with business objectives.

Sergey Tsvetkov is a managing partner of the CX+ customer experience competence center. The center's team conducts customer-centricity audits, researches customer experience, designs the customer journey and helps build the CX function and team. Sergey is the author of the lecture course 'Customer Experience Management' and the chapters of the customer experience textbook.

The audience gets a practical breakdown of customer experience management, customer service and marketing: from customer journey research to feedback and metrics. Additionally, customer-centric transformation and the role of the CX team can be discussed. Sergey also hosts the discussion club 'CX from the Inside' at CX World Forum 2026.

Sergey performs in Moscow and travels to other cities, conducts online meetings. A talk, lecture, master class and moderation for executives and customer experience and service teams, as well as business owners, are available.

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