Steffi Thorlichen, Chief Experience Officer at CenTrak, brings over 25 years of experience in customer support and success, with a proven track record of improving key performance indicators and driving transformative improvements in the customer journey. She is known for her ability to lead cross-functional teams, and has been instrumental in reducing customer escalations, streamlining processes, and fostering a customer-centric approach across various industries. Her leadership at organizations like Bentley Systems, Infobip/OpenMarket, CWT and Hewlett Packard Enterprise has been marked by her focus on operational efficiency, and enhancing customer satisfaction through innovative, data-driven solutions.
Throughout her career, Steffi has managed diverse teams across multiple countries, successfully leading complex global customer operations. She has played a critical role in large-scale transformation of customer facing departments and M&A integrations, ensuring seamless cultural and operational synergies while maintaining high customer retention and satisfaction. Steffi’s people-first leadership style emphasizes inclusivity, diversity, and psychological safety, making her a trusted leader in building high-performance teams and delivering exceptional customer experiences.
Steffi holds a bachelor's degree in pediatric nursing and a master’s degree in mechanical engineering.