ABBYY Appointed Paula Sanders as Experience Chief
The longtime company veteran now leads a unified customer organization to streamline service delivery.
Updated on Sept. 29, 2026 in People
ABBYY has appointed Paula Sanders as its new Chief Customer Experience Officer at the Austin-based company. She will lead a newly integrated team designed to improve how the software provider supports its enterprise clients.
Why it matters
The move is designed to eliminate internal handoffs that can slow down software adoption for the more than 10,000 global enterprises that rely on ABBYY. By centralizing these services, the company aims to create a single point of accountability for its customers.
Paula Sanders takes the reins after 14 years with the company, which now serves more than 10,000 enterprises across 13 countries. The impact of this reorganization on specific support response times remains unknown.
The players
Paula Sanders
The newly appointed Chief Customer Experience Officer who has been with ABBYY for 14 years.
ABBYY
An Austin-headquartered tech firm providing Intelligent Document Processing to over 10,000 enterprises.
The details
Sanders now leads a unified organization that combines Customer Excellence, Pre-Sales, Technical Success, and Professional Services. The consolidation replaces separate departments to ensure a more fluid experience for users of the company's Intelligent Document Processing platform. ABBYY, which maintains its headquarters in Austin, was recently recognized as a Leader in the 2026 Gartner Magic Quadrant for its field.
Timeline
2011: Paula Sanders originally joined the company as a Professional Services Lead Consultant.
September 29, 2026: ABBYY officially announced the appointment of Sanders to the new executive role.
The Texas Context
This leadership appointment follows ABBYY's recent recognition as a market leader in the 2026 Gartner Magic Quadrant for Intelligent Document Processing. The internal restructuring aligns the company's organizational design with its recent industry growth and global scale.
Clients of the Austin-based firm should see a more integrated support process for existing service agreements. The transition to the new unified structure is immediate as the new chief begins optimizing department workflows.
The takeaway
Enterprise customers should look for simplified points of contact when interacting with the firm's support and professional services teams. Watch for further operational efficiencies as the company integrates these four service departments under the new leadership structure.
Further reading
Keep up with other leadership transitions and workforce updates in our People section.
