ABBYY Appointed Paula Sanders as Chief Customer Experience Officer

The company has unified its customer-facing departments under Sanders to streamline service and support.

Updated on Sept. 29, 2026 in People

Isometric editorial illustration featuring stacked, matte-finish rectangular volumes representing a unified organizational structure for business operations. — ABBYY has appointed 14-year veteran Paula Sanders as its new Chief Customer Experience Officer to oversee a newly unified enterprise service department. AI Illustration. Upload story photo >

ABBYY has named Paula Sanders as its new Chief Customer Experience Officer. Sanders, a 14-year veteran of the company, will oversee a newly unified department aimed at improving the enterprise customer experience.

Why it matters

The organizational shift creates a single point of accountability for clients, intended to eliminate departmental handoffs that have previously hindered software adoption.

ABBYY currently serves over 10,000 enterprises across 13 countries globally. The company recently achieved recognition as a Leader in the 2026 Gartner Magic Quadrant for Intelligent Document Processing.

The players

Paula Sanders

She serves as the Chief Customer Experience Officer at ABBYY and has been with the organization since 2011.

ABBYY

This global technology company provides intelligent document processing solutions and maintains its headquarters in Austin.

The details

Sanders will lead a restructured organization that combines Customer Excellence, Pre-Sales, Technical Success, and Professional Services. This consolidation is designed to provide Austin-based ABBYY with a more efficient operational model for its global customer base.

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

Market Landscape

This reorganization aligns ABBYY with a broader industry trend of consolidating customer success functions to maintain high retention rates in a competitive software market. By eliminating organizational silos, the firm strengthens its positioning against rivals in the intelligent document processing space.

Enterprise customers can expect more streamlined communication and faster project implementation due to the removal of departmental handoffs. This change aims to simplify the support process for the more than 10,000 businesses currently using ABBYY software.

The takeaway

Consolidating customer-facing teams under a single executive can significantly reduce operational friction in complex software service models. Businesses undergoing similar restructures often see improved adoption rates when they replace fragmented handoffs with a unified experience strategy.