ABBYY Appointed New Chief Customer Experience Officer

The company unified four key departments to help enterprise software clients shorten adoption timelines.

Updated on Sept. 29, 2026 in People

Isometric editorial illustration of a converging architectural structure in deep teal, oxblood, and mustard, representing organizational unification. — ABBYY has named Paula Sanders as its first Chief Customer Experience Officer, overseeing a new department formed by consolidating four previously separate client-facing units. AI Illustration. Upload story photo >

ABBYY has appointed Paula Sanders as its Chief Customer Experience Officer, tasking her with overseeing a newly consolidated department that merges four major customer-facing functions. The shift seeks to streamline the software adoption process for the firm's global base of more than 10,000 enterprises.

Why it matters

By unifying teams like technical success and professional services, the reorganization aims to remove organizational handoffs that often cause friction in B2B software implementation. This structural change follows ABBYY's 35-year history in the document processing market, where efficient integration remains a primary competitive hurdle.

The firm operates across 13 countries and serves a customer base of more than 10,000 enterprises. New CXO Paula Sanders brings 14 years of internal experience to the role, having originally joined the firm in 2011.

The players

ABBYY

An intelligent document processing software firm serving over 10,000 enterprises across 13 countries.

Paula Sanders

A 14-year veteran of ABBYY who now leads the unified Customer Experience organization.

The details

The new organizational structure integrates the company's Customer Excellence, Pre-Sales, Technical Success, and Professional Services departments into a single unit. This model creates a unified point of accountability intended to prevent the delays commonly associated with moving clients between distinct pre-sales and implementation teams.

Paula Sanders joined ABBYY in 2011.
ABBYY announced the appointment of Paula Sanders on September 29, 2026.

Market Landscape

This reorganization follows ABBYY's recognition as a Leader in the 2026 Gartner Magic Quadrant for Intelligent Document Processing. By focusing on organizational efficiency, the firm is addressing the typical scaling challenges faced by long-standing players in the document technology market.

Operators managing complex software implementations should monitor whether this single-point-of-accountability model reduces the time between purchase and production. Companies evaluating similar departmental consolidation should prioritize whether their current handoff points create measurable churn or adoption lag.

The takeaway

ABBYY is attempting to mitigate implementation friction by collapsing siloed service teams into a unified customer experience structure. Operators should audit their own client-facing handoffs to determine if internal department boundaries are inadvertently creating friction for their end users.