Customer Success
Celebrating inspirational women breaking barriers in CX: Leading the way with AI
By Amy Payne
0 min read
This International Women’s Day, we celebrate remarkable women who are redefining customer connections, driving innovation, and breaking barriers in CX. Building on my previous blog, where women shared the advice they’d give their younger selves, this article shines a spotlight on the women transforming the customer experience industry with AI.
Their insights explore the delicate balance between automation and empathy, AI’s ethical responsibility, and its strategic use to enhance both customer and agent experiences. An AI-powered customer experience platform helps organizations anticipate customer needs, reduce friction, and foster transparency, empowering women in leadership to create seamless and human-centric experiences.
From streamlining repetitive tasks to empowering agents, these women are proving that AI isn’t about replacing the human touch—it’s about enhancing it. Their leadership shows that when used responsibly, AI is a powerful force for meaningful, lasting connections. Today, we honor their vision and commitment to building a brighter, customer-centric future.
"What excites me most about the future of CX is the ability to tailor technology not just to the customer, but also to the product, employees, and CX team members. AI and personalization are creating opportunities to enhance customer experiences in ways that feel more intuitive and seamless, but their impact goes beyond just the end user. When technology is aligned with the needs of CX professionals—helping them work more efficiently, access better insights, and focus on meaningful interactions—it elevates the entire experience. The future of CX isn’t just about automation; it’s about using technology to create deeper, more human connections at every level."
Mayra Guillotte Director of customer experience, Reserv
"I have been in CX for over ten years now, and AI has truly changed the game. With intentional use, AI can significantly improve our processes and help us better understand our players' pain points and moments of delight. This allows our team to focus on the real work of driving change within our organization. I have the unique opportunity to work with a broad spectrum of experiences, from awarding a player a cheque for $70 million to assisting someone struggling with our products. Converting these experiences into actionable insights and prioritizing them for our organization is no small task. AI helps me connect the right people to the right insights at the right time, driving meaningful change."
Kristin Galan Manager, support experience & operations, BCLC
"What excites me most about the future of CX is the intersection of AI and personalization—particularly how we can leverage these technologies to create seamless, human-centric experiences while maintaining ethical responsibility. AI has the power to enhance efficiency, predict customer needs, and offer hyper-personalized interactions, but as I’ve discussed in my presentation on responsible AI usage, it’s crucial that we implement these advancements in a way that prioritizes transparency, fairness, and customer trust. For example, AI-driven insights can help us anticipate issues before they arise, reducing friction and increasing satisfaction. But at the same time, we must ensure that AI is augmenting—not replacing—the human element in customer interactions. The brands that will truly stand out are the ones that balance automation with empathy, ensuring that AI enhances service while keeping customer relationships at the core. I’m particularly excited about how AI can empower agents—by reducing repetitive tasks, providing real-time coaching, and surfacing relevant data so they can focus on delivering exceptional, personalized service rather than just processing transactions. In short, the future of CX isn’t just about technology; it’s about how we use technology responsibly to create deeper, more meaningful customer connections."
Crystal Pittman Senior manager of customer service, HumanN
"As a CX leader, I am most excited about diving into and implementing AI and automation. These technologies offer numerous opportunities to provide faster and more consistent customer experiences for tier one questions and problems, such as WISMO and returns. Effectively leveraging AI will free up time for surprise and delight moments, relationship building, and personalization, enhancing the overall customer journey."
Amber Scott Vice president customer experience, Serta Simmons Bedding
"What excites me most about the future of CX, especially in AI and personalization, is the potential to create deeply individualized experiences for customers. Personalization can go beyond basic preferences, offering truly unique experiences that foster loyalty and satisfaction. The ability to seamlessly integrate AI into every touchpoint means a more intuitive, efficient, and engaging customer journey, transforming how we connect with and serve our customers."
Nathalie Euribe CCaaS product owner, BankUnited
"The future is endless. I am excited about one channel displaying every opportunity for communication. AI will bring self-service and customization to client preferences to the forefront. I find that I have far more enhancements that I want to do than time. Taking one year at a time, I have planned a bigger and better future for Nassau Financial Group."
Kathleen Genier Assistant vice president growth and legacy call center & projects, Nassau Financial Group
"I think that the AI that we are starting to see emerge in CX, like conversational AI is something that will help change the industry. Taking routine interactions off staff so they can focus on conversations that need human interaction is important, it will help language barriers, it can help with off hours support if needed, it can help to personalize a consumer experience as it can read multiple programs and history on a consumer and pull that together quickly to present relevant information. That is exciting to think about - when you are looking at healthcare and the many encounters a patient might have and pulling that together in seconds - is faster than a human could even if the human is still involved in the conversation - it will save time and create a better experience for both the patient and the agent."
Beth Search IT director, Kettering Health
"I find the use of AI to empower agents to answer queries, quickly, efficiently and consistently or to automate responses so that customers get the right answer quickly without having to wait the most exciting part of the AI journey. Also the use of technology such as sentiment analysis within QA to ensure agents perform to the very best of their ability."
Jess Vander Zanden Head of operations, WPA
"I am very excited to see where technology advances from here. AI is still new to us and there is so much potential that lies ahead. It's revolutionizing the world at a rapid pace, while we are still learning to better utilize it in a safe and ethical way."
Jenn Yeh Director of generated sales & IT, Sunshine Admin
"I actively follow and engage with organisations that provide cutting-edge AI solutions. I am currently designing a natural language onboarding assistant to help new customers select products and services through various funnels. I see AI complementing CX, not replacing it as a catch-all solution, and am fortunate to be in a position to develop these wow moments without the constraints of being inside a large multi-layered organisation where change is slow."
Felicity (Flic) Winter Head of customer experience, Zeronet
"I’m pumped about the future of AI and personalization. These tools have the potential to seriously upgrade the member experience. AI can automate the boring stuff, making service faster and leaving us more time to be really personal with members. By analyzing data, AI helps us understand what members actually need, allowing us to offer tailored financial solutions, making sure we’re always one step ahead. Personalization is huge in credit unions, where members expect that VIP treatment. With AI and data, we can offer the right service at the right time, and even anticipate needs before members know they have them—like a personal assistant who actually reads your mind, or a chatbot who is helping me write this. What excites me most is how these technologies will transform how we engage with members, combining the efficiency of AI with the personalized touch credit unions are known for. It’s all about making their experience seamless, innovative, and, of course, rewarding—while still staying true to the trust and community values we hold dear."
Melissa Chiasson Senior solutions delivery analyst, Avadian Credit Union
