Customer Experience

Women in Power: 11 CX Leaders You Should Start Following

More women are making strides in leadership roles. And customer experience has emerged as one of those areas where they have had a significant impact over the past few years.

They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies.

Here are 11 trailblazing women in CX you should start following in 2023:

1. Annette Franz

Founder and CEO, CX Journey Inc.

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry.

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders.

Her books, ‘Customer Understanding’ and ‘Built to Win,’ offer practical insights and strategies for building a customer-centric culture that drives value for businesses.

As a top influencer and mentor, Annette continues to define the future of CX through her thought leadership, speaking engagements, and advisory roles.

Follow Annette on LinkedIn

2. Diane Magers

Founder and Chief Experience Officer at Experience Catalysts

Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing.

Her innovative leadership and expertise in customer engagement strategy have led to the successful design, development, and execution of services and solutions that consistently deliver brand and value messaging.

Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

Follow Diane on LinkedIn

3. Stacy Sherman

Keynote Speaker, Content Creator & Podcast Host, Doing CX Right

Stacy Sherman is a highly accomplished customer experience strategist and practitioner with over 25 years of experience.

She is dedicated to creating superior customer experiences and loyalty through empowered, engaged employees and service agents.

Stacy is the creator of the Heart & Science framework, which emphasizes the importance of human connections and brand loyalty.

She has received numerous awards and accolades for her work in CX, including being named a Top 30 International Leader by Global Gurus and a Top 25 Global Thought Leader by ICMI.

Stacy also hosts the podcast “DoingCXRight” and is a sought-after speaker and writer on topics related to CX, employee experience, and leadership.

Follow Stack on LinkedIn

4. Blake Morgan

Customer Experience Futurist, Keynote Speaker, Author, Consultant

Blake Morgan is a renowned customer experience leader and a prominent industry voice with over 15 years of experience studying customer experience.

She has worked as a senior-level customer service executive at a Fortune 100 company and is now a keynote speaker, author of two books, guest lecturer at Columbia University, and adjunct faculty at the Rutgers executive education MBA program.

Blake shares her message of customer-centricity with audiences globally and was named The Queen of Customer Experience by Meta.

Her bestselling book, “The Customer Of The Future”, was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19 and won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time” in 2021.

Follow Blake on LinkedIn

5. Jeanne Bliss

Principal Co-founder, Customer Experience Professionals Association (CXPA)

Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers.

She has served as the Chief Customer Officer for major US brands such as Lands’ End, Coldwell Banker, Allstate, and Microsoft Corporations.

Jeanne is the CEO and Founder of Customer Bliss and the Co-Founder of the Customer Experience Professionals Association (CXPA). She has delivered over 1,500 transformative keynotes and coached over 20,000 leaders on elevating their companies’ CX game in the marketplace.

Follow Jeanne on LinkedIn

6. Sue Duris

Principal Consultant at M4 Communications, Inc.

Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

As a thought leader in the field, Sue is known for her customer-centric mindset and her ability to drive growth through solid CX programs.

She has an impressive track record of building high-performance cross-functional teams, creating and executing marketing strategies for B2B companies, and conducting business process improvements for Fortune 500 companies and startups alike.

With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events.

Follow Sue on LinkedIn

7. Emilia D’Anzica

Founder, Managing Partner at Growth Molecules™

Emilia D’Anzica is a prominent figure in the field of customer experience. As a management consultant, board advisor, author, and educator, she partners with companies to create scalable growth and metrics-driven customer programs from onboarding to adoption, renewals, and advocacy.

She is the founder of Growth Molecules, a management consulting firm, and a professor of MBA at Saint Mary’s College of California.

Emilia’s areas of expertise include building high-impact and measurable full-cycle customer programs, support team management, and more. She is a highly sought-after speaker and writer, having spoken at various conferences.

Emilia’s contributions to CX have been recognized with numerous awards and accolades, including being named one of the top 50 Customer Success Influencers by Smart Karrot in 2022. Her thought leadership in CX continues to influence and shape the industry.

Follow Emilia on LinkedIn

8. Kellie Capote

Chief Customer Officer at Gainsight

Kellie Capote is an accomplished customer success leader with over 15 years of experience in customer-facing roles.

She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization. Kellie is deeply focused on driving positive business outcomes for customers and providing them with exceptional customer experience.

She has an unparalleled track record of increasing account growth, retention, and referenceability through building trusted advisor relationships with customers.

Kellie builds on the philosophy of customer success and believes that it is the growth engine of an organization.

Follow Kellie on LinkedIn

9. Keri Keeling

Global Head, Customer Success Innovation & Intelligence at VMware

Keri Keeling is a strategic customer success thought leader with a knack for identifying opportunities that consistently surpass revenue targets and optimize customer outcomes.

In her career, she has helped establish customer success processes for top global technology organizations such as VMware, Oracle, Juniper Networks, Bluenose Analytics, and HumanConcepts.

Keri has transformed Oracle’s Customer Success function from a cost center to a revenue generator by training and certifying 1500 CSMs in four months.

She is one of the well-renowned customer success thought leaders who have established best practices around customer segmentation and success planning.

Follow Keri on LinkedIn

10. Melinda Gonzalez

CEO at MGCX Advisors

Melinda Gonzalez is a highly experienced Customer Success Executive with expertise in designing and delivering exceptional customer experiences.

With a career spanning Business Consulting, traditional customer success management, and service design, Melinda brings a unique set of skills to the table.

Her career highlights include establishing foundational Salesforce practices, founding MGCX Advisors, and supporting WeWork’s technology leadership team.

She also played a key role in transforming CS capabilities within Pendo, leading to significant improvements in revenue, talent, and capabilities.

Melinda’s contributions to CX make her a highly sought-after leader in the industry.

Follow Melinda on LinkedIn

11. Star Hofer

Chief Customer Officer, PartnerStack

Star Hofer is an experienced customer success professional with over 18 years of SaaS implementations under her belt.

She has built three CS organizations and has experience leading customer success, support, and professional services teams.

Her ability to understand customers’ business needs and develop creative solutions is a testament to her in-depth understanding of CX.

Star has consistently delivered on objectives and exceeded expectations, making her one of the top 100 customer success strategists.

She brings unique insights on leadership, strategy development, and relationship management, which makes her a go-to to learn about customer experience and business growth in rapid-growth revenue environments.

Follow Star on LinkedIn

Many More Names…

These are some of the names our team members follow and recommended. There are so many more trailblazing women who are redefining CX with documented success and thought leadership.

If you’re looking to learn about customer experience, customer service, and customer success, follow these leaders and more. Gain insights into successful customer-focused strategies through their stories and experiences.

While we did miss many names on this list, do you want to add any specific names here? Let us know!

Anushree is a seasoned business leader with nearly two decades of experience in the SaaS industry, specializing in customer-facing roles across the globe. As the driving force behind our Customer Success division, she is committed to fostering a culture of customer-centricity within her team. Dedicated to maintaining a high-impact Customer Success function, Anushree serves as a vital conduit for open communication channels for customers, capturing invaluable customer feedback and aligning it with our product vision. Her focus on seamless customer experience ensures that customers enjoy a rewarding journey from start to finish.

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