Isabella Kosch is a leader in customer and employee experience for Global Business Services (GBS), Internal Services, and Enterprise Workflows. With over 20 years of experience in digital transformation, she has helped organizations move beyond process efficiency to create service experiences that truly work for employees and businesses alike. Having headed the GBS service management built up at Swarovski and introduced ServiceNow to create a unified customer experience, Isabella understands the complexities of integrating CX into internal operations. Her work focuses on bridging the gap between technology, workflows, and human experience, ensuring that internal services are not just efficient but also deliver measurable value.