Sophie Vancaeneghem
Co-Founder & Senior Managing Director
Service should be felt,
not simply delivered.
CX Centric was born from a lifetime spent observing how people make others feel. My career has taken me across airlines, airports, lounges, and hotels around the world, where I witnessed both the magic and the missed opportunities of hospitality.
The difference between ordinary service and something truly memorable rarely comes from procedures or technology—it comes from awareness, intuition, and the ability to read a moment.
"Every project is approached with curiosity, care, and a global perspective shaped by years of experience across cultures and industries."
We look beyond standards to uncover the subtle details that shape how people experience a brand—the atmosphere, the tone, and the gestures that transform an encounter. Excellence follows naturally when people feel seen, respected, and welcomed.
Sophie
CX
To be the trusted leader in redefining customer experiences through innovation, empathy, and excellence.
Inspiring every organization to
prioritize people first.
"To deliver actionable insights, strategies, and training that enable organisations to prioritise human connection and achieve sustainable growth."
Origin: Canary Islands
Volcanic Soil & Sea Salt
A New Classification
Beyond Terroir:
The Emotional List
"What would your wine list look like if it was designed around emotions, themes, or journeys rather than traditional classifications?"
The Story of Listán Negro
Grown in the raw volcanic soils of the Canary Islands and aged in ancestral concrete pots. Each sip carries smoky embers and a distinct saline finish from the Atlantic breeze.
The Impression: "That was so different!"
Our Values
Collaboration
Working closely with clients as partners, aligning on goals and creating customised solutions that meet their unique needs.
People-Centric
Valuing each individual in the journey, creating experiences that foster loyalty, satisfaction, and growth.
Integrity
Building trust through transparency, honesty, and a commitment to ethical practices in all client relationships and deliverables.
Built on integrity and trust.