Leadership today demands adaptability, authenticity and inclusivity — especially when driving customer experience (CX) innovation. CX success CX Transformation hinges on the agility to quickly adapt to changing customer expectations and evolving technologies. And it requires the ability to provide transparent, relevant experiences that engage and support both customers and employees — all while delivering key business outcomes.
During the panel
Celebrating women in leadership: Driving accurate cleaned numbers list from frist database transformation across business and technology,” we asked four accomplished CX leaders across several industries to share insights and expertise drawn from their unique experiences. Panelists included Jeanne Barr, Technology Innovation Planner; Valeria Escobar, Global Service Transformation Manager for CEMEX, Mary Henderson, Head of Contact Center Technology at IHG; and Ellen Patterson, Deputy Service CX Transformation Manager, National Domestic Abuse Helpline, at Refuge.
Key themes emerged on how to excel in leadership, foster diverse and high-performing teams, and drive meaningful transformation. Here are their top insights.
Lead with Authenticity
New managers will sometimes fall into the are security headers a ranking factor? trap of adopting a leadership persona of someone they admire whose approach doesn’t align with their true selves. Taking that approach can stall someone’s progress. Success comes from embracing one’s strengths and leading in a way that feels natural.
“I always wanted to be a leader. Early in my career, there was a woman I admired for getting ahead, who had an aggressive style that really worked for her. But I’m not that person and I couldn’t pull it off,” said Barr. “I learned that I needed to figure out how to be myself and not try to imitate anyone else’s style.”
Exude Confidence and Adaptability
Have confidence in yourself and your abilities. One way to build that confidence is to periodically examine your accomplishments and use those bahrain lists wins as motivation to take on greater challenges.
This also means advocating for yourself. For example, use your success in running a small implementation to demonstrate that you have the ability to take on a larger one.
“Often, when we’re younger, women are not necessarily celebrated for advocating for themselves. But that skill is so important,” said Patterson.
Adaptability is just as critical — and it can CX Transformation help build confidence. “I took traits and practices that were helpful when I was in acting that I could apply to this sector. And that required a lot of adaptability and resiliency,” added Patterson. “But if you try something and it doesn’t work for you, that’s OK. Just pick yourself back up and keep carrying on.”
