Turning Leadership Moves into CX and EX Wins: How Synoptek’s New CRO Drives Transformation

Customer experience (CX) and employee experience (EX) struggles plague even well-established firms. Disconnected teams, siloed data, and outdated processes frustrate staff and customers alike. In today’s digitally driven world, organizations must align strategy, culture, and technology to stay competitive.

When Synoptek announced Syriac Joswin as its new Chief Revenue Officer, it did more than fill an executive role. It demonstrated how strategic leadership propels both growth and experience excellence. This appointment underscores the power of integrating revenue goals with customer and employee success. Let’s explore real-world challenges, dissect Synoptek’s playbook, hear insights from leading experts, and surface actionable steps CX and EX professionals can deploy today.

From Disjointed Journeys to Seamless Experiences

Few issues hamper growth as much as broken touchpoints. Customers endure inconsistent messaging between marketing, sales, and support. Data lives in multiple systems, making personalization impossible. On the employee side, teams lack visibility into customer histories and struggle to find answers. That friction drains motivation, leading to service lapses and churn.

A recent industry study found that 70 percent of customers expect consistent experiences across channels. Yet only 35 percent report receiving them. Meanwhile, disengaged employees cost firms up to 34 billion dollars annually in lost productivity and turnover. Clearly, linking EX and CX is not optional—it’s essential.

Why a Revenue Leader Shapes Experience Strategy

Bridging Vision and Delivery

Revenue leaders often focus narrowly on sales numbers. When they also own customer success, they bridge the gap between growth targets and client outcomes. At Synoptek, appointing a CRO with deep transformation experience signals a commitment to unified objectives. Syriac Joswin brings over 20 years of global leadership, with roles spanning strategy, market expansion, and M&A. His mandate is clear: craft growth plans that deliver measurable client value.

Breaking Down Organizational Silos

Silos kill collaboration. When marketing, sales, and service report into a single leader, alignment accelerates. Shared KPIs encourage teamwork over turf battles. Synoptek’s new CRO structure ensures that revenue and success functions speak one language. This unity creates fluid handoffs, faster issue resolution, and a cohesive brand promise.

Embedding a Customer-First Culture

Leadership isn’t just about structures—it’s about mindset. When top executives champion customer-centric behavior, it cascades through the organization. Sales teams adopt consultative approaches. Support staff gain autonomy to delight clients. Product teams iterate based on real feedback. A CRO who prioritizes experience reorients everyone toward one north star: customer success.

An Inside Look at Synoptek’s Growth-Experience Model

Leveraging Technology for Unified Insights

Synoptek excels as a systems integrator and managed service provider. Its holistic portfolio spans infrastructure, applications, and advisory services. Under the CRO, the firm can harmonize these offerings around customer journeys. By consolidating data onto unified platforms, teams gain real-time visibility into usage, satisfaction scores, and renewal risks. This integrated approach unveils cross-sell and upsell opportunities while enhancing proactive support.

Metrics that Matter

Vanity metrics fall short of guiding transformation. Synoptek measures customer satisfaction on a 5-point scale, consistently scoring 4.9. Its Net Promoter Score hovers above 70, far exceeding industry benchmarks. These numbers matter because they tie directly to retention and growth. By tracking satisfaction and loyalty alongside revenue, the CRO can fine-tune investments in tools, training, and service enhancements.

Case Study: Accelerating Post-Acquisition Success

Shortly after acquiring a cybersecurity specialist, Synoptek faced integration challenges. Sales, support, and technical teams operated on separate onboarding playbooks. Under the CRO’s leadership, they co-developed a unified customer roadmap. The result: a 30 percent faster ramp to full production and a 15 percent bump in cross-sell revenue within six months. This case demonstrates how a CX-driven revenue strategy accelerates value realization.

Elevating EX to Boost CX

Too often, employee experience is treated as a “nice-to-have” initiative. At Synoptek, EX is a growth lever. Regular pulse surveys identify workforce pain points. Leadership coaches train managers on empathetic communication and empowerment. As EX scores rose, employee advocacy led to improved service levels and higher customer satisfaction. This EX–CX virtuous cycle underlines the strategic value of engaged teams.

Expert Voices on Experience-Driven Growth

“Revenue leaders who embed customer outcomes into their playbooks outperform peers by double-digit margins,” says Dr. Maya Patel, founder of the Experience Innovation Institute. “The most successful CROs translate financial goals into customer impact and then measure both.”

Salil Godika, CEO of Synoptek, notes, “Syriac’s proven ability to build high-performing global teams and navigate complex markets will sharpen our market position. His customer-centric mindset will drive innovation and value for our clients.”

Actionable Strategies for CX and EX Professionals

1. Align Leadership Around Shared Objectives

Unify sales, marketing, service, and success under common KPIs that emphasize customer outcomes and revenue together.

2. Focus on Customer-Centric Metrics

Move beyond pipeline and bookings. Track NPS, customer effort score, and retention rates. Tie team incentives to these measures.

3. Integrate Data Platforms

Consolidate customer data into a single source of truth. Empower teams with dashboards that reveal satisfaction trends and risk indicators in real time.

4. Break Down Silos with Cross-Functional Squads

Create agile pods comprising sales, support, and product staff. Assign them joint goals and rotate members to foster empathy.

5. Elevate Employee Experience

Conduct regular pulse checks. Train managers on coaching and recognition. Link EX improvements to customer satisfaction goals.

6. Plan M&A with Experience in Mind

Embed CX governance in acquisition due diligence. Develop joint onboarding playbooks before closing deals.

Practical Takeaways

Synoptek’s CRO move offers a blueprint for growth and experience excellence. Integrating revenue leadership with CX and EX priorities transforms disconnected functions into a unified engine. By embedding customer-centric metrics, breaking down silos, and investing in technology, organizations can achieve faster value delivery, higher retention, and sustainable growth.

CX and EX professionals should champion leadership alignment, data integration, and cultural shifts that place people at the heart of strategy. When revenue ambitions and experience excellence unite, both customers and employees win. The outcome is clear: stronger loyalty, repeat business, and a resilient competitive advantage.