Talkdesk
Conozca a las Catalizadoras de Progreso de 2025.
Al celebrar el Día Internacional de la Mujer, reconocemos las contribuciones que estas Catalizadoras de Progreso han aportado a nuestro sector.
Getting started in CX.
"I think most roles have roots embedded in some type of customer experience. My first professional experience was in the automotive industry; I took my technical hands-on experience from being a bench technician to our Technical Assistance Center helping our automotive dealers run their management systems. This was my first experience working in a contact center environment. My biggest ‘aha moment’ was understanding how important it is to have processes and systems in place to effectively meet the needs of our customers on a daily basis. People, process, technology — in that order!"
Beth Search IT director, Kettering Health
"I started in CX as a Contact Centre Administrator for an educational organisation and, over about a year and a half, worked my way up through roles as an Adviser, Team Leader, Deputy Contact Centre Manager, and now Group Contact Centre Manager. My background is actually in Media & Communications, but I quickly got to grips with the role and became really passionate about leading a team that prioritises customer experience. There’s nothing quite like the feeling of helping people navigate their learner journey — it’s what’s kept me motivated and engaged in CX ever since!"
Madalena Brederode Group contact centre manager, Activate Learning
"I feel the entirety of my working life could be categorized as being in the CX field — from food service, waiting tables, to my current work as an IVR and Prompt Engineer. My shift from a directly customer-facing role to a more product-focused role came during my time at Jerry, when my insatiable curiosity during my time as a customer service representative turned into a drive to help our company reshape and refine how our customers connect with our agents. It was at that point, about 2 years ago, that I was invited to help overhaul our phone system."
Lauren Majewski IVR & Prompt engineer, Jerry
Advice for others in CX.
"Continuing education is crucial for landing leadership opportunities in CX. Since my undergraduate degree was in education rather than a business field, obtaining my MBA was invaluable for developing business acumen. This formal education provided me with a strong foundation in business principles, which is essential for effective leadership. In addition to formal education, continuous professional and personal development is key. This includes staying updated with industry trends, attending relevant workshops and conferences, and reading, watching, and listening to CX related content. Lastly, certain qualities are essential for leadership in CX. These include strong communication skills, empathy, strategic thinking, and the ability to inspire and motivate a team. Demonstrating these qualities consistently can help you stand out as a leader in the field."
Amber Scott VP of customer experience, Serta Simmons Bedding
"One of the most important qualities for landing leadership opportunities in CX is what I like to call 'figure-it-outness' — the relentless curiosity to understand why things are the way they are, the ability to dig deep into root causes, and the resourcefulness to solve complex problems. CX leaders need to be analytical, adaptable, and solutions-oriented. While networking, mentorship, and certifications can certainly provide valuable guidance and credibility, the ability to proactively identify challenges, connect the dots across teams, and drive meaningful change is what truly sets future leaders apart. Those who consistently seek to understand, improve, and innovate will naturally position themselves for leadership roles in this industry."
Crystal Pittman Sr manager of customer service, HumanN
"Networking with other professionals in the field you want to advance in is certainly advantageous. Cross-functional relationships are also incredibly important, as CX is not owned or influenced by only one person or department. Above all though, I think you just need to be willing to work hard. Once you demonstrate that you are committed to making customer/member experience better and you can actually implement strategies and tactics that create meaningful change, you will see opportunities open up."
Stacie Sloan COO, Johns Hopkins Federal Credit Union
Conozca a las Catalizadoras de Progreso de 2025
Un homenaje a las mujeres inspiradoras que rompen barreras en la CX.
Celebramos a las mujeres que lideran la innovación en la experiencia del cliente.
