Dilyana Pavlova, CCXP

Questioner
DISC Type : c

Director, Experience Insights at ResMed

North Chicago, Illinois, United States

Overview

Dilyana is the Director of Experience Insights at ResMed, focused on building exceptional customer and employee experiences. A Certified Customer Experience Professional with an MBA from W. P. Carey School of Business, she is described by colleagues as creative, organized, and professional, with deep expertise in Voice of Customer programs and the Net Promoter System.

Personality Overview

Not Easily Convinced

Value Seeker

Price-Sensitive

They are more likely than others to negotiate on pricing and terms.  They generally do not appreciate an overfriendly approach and prefer to stay to-the-point. They prefer to do thorough analysis of any situation.

Topics They Care About

Customer Experience
Her entire career is dedicated to CX, holding a CCXP certification and celebrating Global CX Day as a way to champion customers across the organization.
Voice of Customer
A core specialty, she has designed and executed global Voice of Customer (VoC) and loyalty programs at both ResMed and Abbott to deliver key insights.
Employee Experience
Her professional headline explicitly states her goal of "Creating awesome customer and employee experiences, " indicating a dual focus on internal and external satisfaction.

Media Appearances

Dilyana Pavlova, Senior CX Manager at ResMed & Brian Bruner. Featured in Spotify

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Dilyana Pavlova - Director, Experience Insights at ResMed | The Org. Featured in The Org

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Work History

5-2024
Director, Experience Insights at ResMed
2-2022 - 5-2024
Senior Manager, Customer Experience at ResMed
4-2016 - 1-2022
Customer Experience & NPS Global Program Manager at Abbott
5-2012 - 4-2016
Customer Experience Project Manager at Abbott
6-2011 - 5-2012
Manager, Global Service Projects at Abbott

Education

2007 - 2009
MBA from W. P. Carey School of Business – Arizona State University
2004 - 2006
B.A. from University of Maine

More Information

Social Presence :

Prographics :

Exp : 23 Location : North Chicago, Illinois, United States Job Level : Mid-senior Designation : Director, Experience Insights at ResMed
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Insights For Selling To Dilyana

During A Call Or A Meeting

DO's

  • Share as much information as possible regarding your product
  • Back up any claims with data and numbers
  • If you have a lower priced product compared to the competition, call out the same

DONT's

  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.
  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t try to be too friendly or informal with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Dilyana is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Dilyana

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Dilyana move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Dilyana take some risk or not?

  • They can take some risk if they are confident that they have analyzed the circumstances well.


You And Dilyana

Personality Compatibility


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