Marilyn Suttle Ranked #3 Worldwide in Global Gurus Top 30 Customer Experience Professionals for 2026
Global Gurus has ranked Marilyn Suttle #3 on its Top 30 Customer Experience Professionals for 2026, recognizing her work in customer experience, customer service culture, and employee wellbeing.
This marks continuous recognition since 2018, reinforcing a consistent focus on what HR/L&D leaders, customer service managers, and global wellness directors actually need right now: practical, adoptable behaviors that stick under pressure.
Why this matters to leaders
Customer experience initiatives can fall short when:
- Leaders promote a CX promise, but day-to-day behaviors do not match it.
- Frontline teams get scripts without the skills to adapt them.
- Stress leaks into tone, speed, and decisions, then customers feel it.
A higher ranking does not fix any of that. The work does. Marilyn’s programs focus on practical skills leaders and teams can use in everyday interactions.
Marilyn’s focus: “business of choice” for customers and employees
Marilyn works with leaders and teams who want to stand out as the business of choice for customers and employees. Customer experience is shaped by how people treat each other inside the organization, then carried to the customer.
Suttle Shifts for breakthroughs in customer service, leadership and wellbeing.
The 5 Suttle Shifts leaders can use immediately
These are shifts leaders can put into practice without waiting for a new system, new software, or a new quarter.
1) From “fix the customer” to “restore connection first”
Give teams practical ways to acknowledge frustration, reduce tension, and move the conversation toward what they can do.
2) From scripts to skills
Scripts are a starting point. When customers go off-script, teams need listening, communication, and problem-solving skills they can adapt to the situation.
3) From customer experience as a program to company-wide accountability
CX improves when leaders make expectations clear, coach them consistently, and reinforce them across roles, including those behind the scenes.
4) From “be resilient” to wellbeing practices people will actually use
When stress goes unmanaged, it can show up as impatience, defensiveness, and inconsistency. Build practical ways to pause, recover, and respond thoughtfully into the workday.
5) From “service standards” to “service ownership”
Define who owns the next step, how handoffs work, and who follows through. Coach those behaviors in the moment and recognize them when they happen.
Quote from Marilyn
“Organizations stand out when leaders build a culture where employees work well together and customers feel the difference. That’s the work. The ranking is a signal that the work matters.”
What clients say
One client described Marilyn’s session as tailored to their company and “effective in training and motivating our leaders and customer service representatives.”