This post is brought to you by Sendoso Chief Sending and Operations Officer Alli Tiscornia.
I joined Sendoso as the company’s first Chief Customer Officer in January 2020 — right before COVID-19 transformed the world as we know it.
Leading the Customer Experience (CX) organization during the pandemic has only underlined the need for CX to be a top priority. Now, in my new role as Chief Sending and Operations Officer, it’s become abundantly clear that in order to be successful, companies must approach every aspect of the business with a CX mindset.
As companies doubled down on customer retention in an uncertain economy, CX shaped many of the last year’s emerging business trends. We built fully digital experiences that seamlessly guide customers through each stage of the journey. We’re focused on segmentation and personalization to deliver relevant messages at the right time. And we’re constantly analyzing customer feedback to understand and anticipate their evolving needs.
As a result of these trends, the qualities of a successful CX leader have also evolved. Today, CX executives must lead with empathy, which helps to create meaningful customer connections; agility in order to pivot to customer preferences in real time; and collaboration to unify sales, marketing, product teams around customer needs. These qualities will help companies build the trust necessary to attract new customers while helping existing customers thrive.
McKinsey reported that “companies that adapt to the changing needs of customers will recover more rapidly and be better positioned than competitors.” That means CX leaders have a unique opportunity to help their organizations become truly customer-centric and set them up for long-term success.
Because CX has become — and will continue to be — such a crucial role, we need to build diverse teams that represent the diverse voices of our customers. That’s why we’re celebrating these 22 women in CX who have broken down barriers to inspire the next generation of leaders. These women have overcome the challenges of the pandemic to help their organizations prioritize customer needs above all else.
Let’s meet these phenomenal women (in no particular order) leading the charge in CX.
Celebrate These 22 Women Leaders in CX
Senior Manager, Customer Success
Inger (Hemminger) Rarick
Vice President of Customer Success
Global Head of Customer Success, LinkedIn Sales Solutions
Vice President Customer Experience
VP Customer Success
Chief Customer Officer
Chief Customer Officer
Head of Global Customer Marketing, Udemy for Business
SVP, Solutions Innovation & Architecture
Michelle M. Chow
Executive Advisor – Customer Success
Chief Operating Officer
Two Bear Capital
SVP of Customer Success
Global Head of Customer Success, Autodesk Construction Solutions
Senior Director, Global Customer Success
Senior Director of Customer Success
Senior Director, Solutions Delivery & Customer Success
Head of Customer Marketing & Advocacy
Senior Customer Marketing Leader
Arctic Wolf Networks
Stephanie Stapleton Sudbury
Vice President of Customer Success, Udemy for Business
Christina Crawford Kosmowski
GVP of Customer Success & Renewals
Chief Customer Officer, Glint
Happy Women’s History Month!