Emma Sopadjieva

Head of Customer Experience Strategy at Samsara with prior CX leadership at Medallia, Eventbrite, and ServiceNow; focuses on turning insights into action, predictive NPS, and designing ‘wow’ customer moments across digital and physical journeys.

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Nov 3, 2025 • 37min

Is Digital Friction Killing Your Customer Experience? With Samsara's Emma Sopadjieva

Emma Sopadjieva, the Head of Customer Experience Strategy at Samsara, shares her expertise in crafting breathtaking customer journeys. She emphasizes that true CX success is about influence without authority, leveraging storytelling and building relationships rather than just analyzing data. Emma introduces 'Project Wow,' aimed at creating memorable customer experiences. She also discusses the innovative predictive NPS model that identifies at-risk customers before renewal, transforming typical CX approaches into proactive strategies for growth.

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