Customer Success
Women breaking barriers in CX: Leadership opportunities
By Amy Payne
0 min read
International Women’s Day is gone, but we keep celebrating! One day just isn’t enough to honor the incredible women shaping CX. They’re leading with excellence, driving innovation, and setting the stage for future generations. After sharing the advice they’d give their younger selves and learning how they’re leading the way with AI, it’s time to extend the celebration and look at the strategies and insights of women in leadership roles in CX.
See how real connections, seizing opportunities, and emotional intelligence drive their success. Beyond the traditional narratives of networking and certifications, they explore the power of authentic human connection, the courage to seize opportunities, and the invaluable role of emotional intelligence. Join us as we continue to celebrate the achievements and amplify the voices of the women who are transforming CX l, proving that every day is an opportunity to champion female leadership.
"To secure leadership opportunities in customer experience (CX), a combination of tools, resources, and skills is essential. A few to mention are: 1. Networking - Networking is crucial as it allows individuals to connect with industry peers, learn from their experiences, and gain visibility among decision-makers. It expands your reach, teaches you new ways to think, and helps solve problems. 2. Mentorship - Mentors can provide guidance, share wisdom, and offer support in navigating career paths. They can provide a fresh perspective to a situation; they can also help you navigate through organizational challenges and can bring out the best version of yourself to accomplish your CX goals. 3. Certifications - Certifications from recognized institutions can validate one's expertise and commitment to the field. Having the right certifications can expand your knowledge about customer journey mapping, data analysis, and process efficiencies. 4. Qualities - In terms of qualities, strong communication skills, empathy, and the ability to understand and analyze customer data are vital. Leadership skills such as strategic thinking, problem-solving, and the ability to inspire and motivate a team are also important. Continuous learning and adaptability are key in keeping up with the evolving landscape of CX."
Pavanpal Virdee Director customer experience – Contact center & retail stores, HomeTrust
"It is important for women to see other strong women in top leadership roles. Understanding how these leaders maneuvered their paths to achieve these roles will provide insight and guidance for those who have the same goals to reach. It is important to network and learn from other women’s leaders. They all have different stories of how they achieved their leadership roles. Utilizing all resources for continued growth and learning would help land any leadership role."
Michelle Davis VP, Systems analyst, TowneBank
"As a woman leader, I’ve learned that technical skills open doors and leadership skills keep them open. To land leadership roles, early career professionals should focus on strategic networking, continuous learning, and cultivating their leadership presence. Build relationships that challenge and support you. Engage in industry groups, seek mentors, and be intentional about making and developing the connections that help you grow. Stay ahead of trends in CX, AI, and automation. While certification adds credibility, it’s applying knowledge that sets you apart. Develop an analytical mindset and embrace innovation. Confidence, influence, and the ability to align customer needs with business goals make great leaders. Remember: the more you step up and lead, the more you inspire others to do the same."
Trionne Phillips Director, Operational excellence, World Vision Canada
"I was at a Women in Technology conference a few years back and there was a whole segment where the women CIOs of multiple major financial institutions were discussing how THEY choose talent in today's world. I will never forget one of them coming out saying that she does not look at experience anymore. She looks at emotional and social awareness, how well someone can balance being a human to their prospects and customers just as much as being a salesperson, and finally just how to read a room! I think having strong mentors for support, networking to broaden your circle, certifications, and of course, experience are all super strong—but in my eyes, being able to just be a human being and have a high gauge of catering to the energy of the customer and situation is even more powerful. How would YOU like to be sold to? How would YOU like to be led?"
Laurene Burton FSI account executive, Talkdesk
"Some of the important skills for a customer-focused leader are a customer-centric mindset, empathy, clear communication, team leadership, and analytical thinking. There are also some essential tools that can support the business goals, having a good customer management system, customer feedback software, and data analytics. There are books, articles, and online courses to utilize—and working directly in customer service or CX roles gives you that hands-on experience and support to understand the landscape. I would also say where you can take advantage of any networking opportunities, support of any internal or external mentors, and any cross-functional collaboration, partnering with different departments can enhance customer experience."
Kelly Wilkins Director of service operations, Aioi Nissay Dowa UK
"Invite yourself to the table. While yes, networks and certifications are helpful, there is no doubt there, I started with next to no network and 0 certifications related to the field. All I truly had was my raw customer service experience. Even if I had such resources, your connections, and knowledge are only as good as when and how you get to use them. So, invite yourself to every conversation, every meeting, ask every question no matter how silly you feel the question might be. Be unafraid to hear "no" and "not this time" because the number of times you hear "yes" and "we'd love your input" will always outnumber it. Put yourself in front of the people you want to work for or with at every opportunity - do not let them forget about you and your interests."
Lauren Majewski IVR & prompt engineer, Jerry
"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
"For me, the key has been mentors. I have been blessed with an incredible mentor who has helped me stay true to my purpose and focus on our members. Additionally, I think you have to be bold and honest—those two qualities are vital for success in the CX space."
Jess Vander Zanden VP, Operations, Network Health
"I believe having great mentors (male and female) is a big advantage and presents a fantastic learning opportunity. Whether those mentor relationships are formal or informal ones. It's important to emulate success and to learn from the people we admire. Continuous learning through reading books/listening to audiobooks and staying up to date on what's going on in the market and the latest trends in our industry is also critical."
Kathy Krucek Vice president of product, Talkdesk
