Women in CX: Leading with authenticity and empowerment

Successful CX leaders — those who foster high-performing teams — are adaptable, authentic and empowering. They ensure employees feel engaged and supported.  

The recent webinar “Celebrating women in leadership: Driving transformation across business and technology,” spotlights four accomplished leaders who shared their insights on navigating leadership challenges and inspiring their teams. The speakers 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 Manager, National Domestic Abuse Helpline, at Refuge. 

Here are the top takeaways from their discussion: 

Be your authentic self 

As they advance in their careers, leaders sometimes struggle with adapting to changing requirements and expectations. In some cases, they’ll adopt a persona that doesn’t align with their true selves — and that can stall progress. The better approach is to embrace your strengths and lead in a way that feels natural.  

Advocate for yourself to build confidence 

Often, women aren’t encouraged to advocate for themselves. But doing so is a vital skill. Confidence grows when you recognize — and share — your accomplishments and use them as motivation to take on bigger challenges.  

Adaptability and resilience also strengthen confidence. Consider how you can build on approaches that have helped you achieve success in your current role — and help your employees do the same.  

Empower your team 

The most effective leaders prioritize their team’s professional growth and personal well-being. Acting as a servant leader and ensuring that each person on your team has opportunities to shine is one way to empower employees.  

Be there to remove obstacles when needed. Empower employees to take authority and responsibility for everything from owning projects to driving innovation. You should also create an environment of recognition and celebration to spotlight employees’ successes not only within your team, but also across the organization.  

Cultivate empathy and inclusion 

Don’t just leave it to your organization to foster diversity and build an inclusive culture. Find ways to actively nurture inclusion within your team and the organization as a whole. For example, be intentional about who you’re hiring, promoting and mentoring.  

Create a safe space for employees to be their authentic selves and call out any biases they might see. Use one-on-one meetings to ensure employees feel supported and included. 

Use AI as an advantage 

Having more female role models in technology — especially in AI development and strategy — will help drive future transformation and reduce bias. Encourage women on your team to embrace AI and continually increase their understanding of its possibilities and limitations.  

You should also find ways to partner internally and with stakeholders to ensure that any AI tools your organization uses are developed without bias. And, when possible, leverage AI to remove bias from processes like coaching and hiring. 

Enjoy the winding road 

Successful leaders enjoy the journey as they progress in their career, making the most from what they learn and who they meet. They stay open to change and are comfortable with risk and uncertainty.  

They find inspiration in unexpected places, knowing that what motivates them will evolve over time. Most of all, they focus on what success means for them without comparing themselves to others — because success will look different for different career paths. 

Watch the webinar “Celebrating women in leadership: Driving transformation across business and technology” to learn more.