Our leaders

Ladislau Batalha

Founder and CEO

Ladislau has over 25 years of experience transforming contact centres, customer care, and customer experience for some of the world’s best-known companies across various geographies and industries. His focus is always on people-centricity, whether it’s the customer or the organization’s employees, ensuring high levels of engagement and satisfaction. 

Ladislau is Portuguese and has lived and worked in Portugal, Brazil, Egypt, Germany, and Dubai. He loves traveling, meeting new people and cultures, and is passionate about engaging in meaningful conversations and networking opportunities. His favourite activities include reading, listening to music, and enjoying long walks and running.

Ladislau is a senior executive with a solid international career developed in multinational companies, with significant achievements in Customer Relationship Management and Remote Sales (Telemarketing, Websales, and Service to Sales). He has extensive experience driving and implementing self-care and automation strategies (chat, email, website, IVR, smartphones, bots, RPAs, and AI). He is entrepreneurial, proactive, creative, and results-oriented, with a long history of success in restructuring initiatives, building customer care support systems, and optimizing processes across Europe, the Middle East, and South America.

He has been awarded the World’s Best Sales Service and the Best Customer Service in Europe and the World by the ContactCenterWorld Association (the world’s largest contact center association).

Ladislau loves to share ideas and knowledge, often writing articles, participating in think tanks, delivering keynotes, and serving as a panelist and moderator in conferences and webinars around the globe.

Besides his activity at LAB Experience, Ladislau is the CEO of the International Customer Experience Institute (ICXI).

Cristiani Oliveira

Partner & COO

Cristiani has a career that spans over 20 years of experience in Customer Experience, Customer Research and Business Consulting. She was the President of MSPA Europe Africa and Vice President of APODEMO (Portuguese Market Research Association). Cristiani is an active member of The Woman in Tech Community at the WebSummit and at Toastmasters International.

Her work includes collaboration with many international organisations - in the most recent years her expertise reached clients in over 15 different countries on 4 continents. These include her work at Lab Experience, with the International Customer Experience Institute, where she is the Director for Business Development – Europe; and Research Metrics (where she works as CX Strategy Ambassador and is the co-host of the CX Channel.

Cristiani’ key areas of expertise include customer research (profiling, journey, loyalty/churn drivers, customer experience), brand & products (awareness, positioning, segmentation, product and advertising testing, pricing, value proposition, benchmarking and NPS) and HR (performance evaluation, training, employee satisfaction studies, ideas pool, change management and engagement projects).

Most recently Cristiani has spent her time involved in digital transformation, Generative AI and their impact on CX, including the latest course on the Ethics of AI from the University of Helsinki.

Cristiani is passionate about people, technology, digital transformation, psychology, philosophy, cooking and traveling. Born in the city of Triumph, Brazil, Cristiani made Portugal her home over two decades ago. She now lives in Lisbon, with her 3 daughters.