We’ve met a lot of amazing people on our quest to improve the quality of customer service. Some of them we’ve had the pleasure to collaborate with, some we’ve been lucky to have met in person, others we’ve been following on social media.
Here’s a shout-out to the outstanding female leaders in customer service we look up to. Follow them for inspiration and great insight into the field.
Aimee Lucas does research, advisory, and training on customer experience management (XM) at Qualtrics’ XM Insitute.
“It’s a common refrain among CX professionals that a company’s customer experience (CX) journey is more marathon than sprint. And it’s true. While there were certainly opportunities to score quick wins, sustainable CX success requires transforming the company’s culture and operating processes – definitely not a quick undertaking.” LinkedIn
Annette Franz is the founder and CEO of CX Journey Inc. She’s a customer experience consultant, speaker and author. She is also a member of the Customer Experience Professionals Association Board and an official member Forbes Coaches.
“If you’re doing what it takes to improve the metric, not the experience, you are advocating a different type of behavior than if you’re focusing on improving the experience. Your scores will likely change if you focus on the experience, instead.” CX Journey
Emilia D’Anzica is the Partner of Customer Success & Account Management at Winning by Design, who talks about digital transformation and strategy, also customer growth and advocacy.
“Leveraging the Voice of the Customer (VoC) in one central place helps amplify how to overcome product challenges, and how to understand how other similar customers are leveraging your product to relieve their pain points are just some of the reasons B2C companies have been customer communities. Now B2B companies are recognizing the benefits of a customer community.”
Jeanne Bliss is the co-founder of Customer Experience Professionals Association, a best-selling author and keynote speaker. She is a customer experience practitioner and pioneer, and a C-Suite advisor on CX and business growth.
“Ask yourself: Do you have any if, and, or but conditions that would frustrate your customers? If you do, then you are at risk for delivering ‘gotcha’ moments to your customers.” Customer Bliss
Kate Leggett is the VP and Principal Analyst at Forrester Research for CRM and customer service. She’s an expert in the field’s market trends, research, opinions, best practices and technologies.
“Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths.” Forrester blog
Kate Nasser is The People Skills Coach™. She’s the author of Leading Morale, and a speaker and trainer on leadership, teamwork, customer service, and morale.
“In leadership, teamwork, sales, and customer service, use people skills magic to connect and work together. People skills allow you to be authentic and respect others. When people like, respect, and trust each other, they work better together — that’s people skills magic.” Kate Nasser
Kirsty Traill is the VP Customer Support at Hootsuite. She combines global experience in marketing, sales, CX and operations.
“You see a ton of companies using social for support, and you Tweet them with your issue and get a response like, “Thank you for reporting this issue. Please send us a direct message so we can look into it further” or “Please send us an email so that we can look into it further.” What is the point of offering social customer support if you are not going to actually address customers’ issues through that channel?” Influx
Marsha Collier is a world-renowned customer service leader and an author of over 1 million books on Social Media, eCommerce, eBay, and Customer Service.
“We live in a world where the customer has just as much weight as you do when it comes to influencing purchase paths. Storytelling is good for your brand, but having the customer join you in the engagement matrix is far more powerful.” Marsha Collier’s Musings
Mercer Smith-Looper is the Head of support at Appcues and a support veteran of over 15 years.
“It is cheaper to retain your existing customers than acquire them. Every time you acquire a new customer, you have a variety of one-time costs associated with getting them onboarded.” Chatra
Murphy Fraser is a Support Supervisor. She is a customer experience enthusiast, and a customer service and contact center professional.
“There is no room for arrogance in leadership. Admit when you don’t know the answer, say sorry when you should, and don’t let your ego squash opportunities for collaboration. Be humble! Do the right thing whenever and wherever possible.” Twitter
Nicolle Paradise is the Senior Director of Customer Experience and Strategy at ADP, and a keynote speaker on customer experience and leadership. She’s also the Head of Experience at TEDx San Francisco, a board advisor and investor. She was selected for TEDWomen 2018.
“My signature philosophy is that concept of think like a customer, communicate like a CFO.” Twitter
Sarah Chambers is the founder of Supported Content and a customer support and success leader, passionate about improving customer service in B2B organizations.
“More channels don’t always mean better support, especially if you’re overstretched and understaffed. Sometimes it’s better to do one thing really, really well.” Help Scout
Susan Hash is the editor of Contact Center Pipeline magazine. She is also a freelance B2B writer/journalist who discusses customer care, customer service and customer experience management and trends.
“In the modern contact center, technological advances are quickly transforming how work is being done, but agents still look to their supervisors to provide a human connection to the business and to their personal growth.” Conctact Center Pipeline
Tiffani Bova is the growth and innovation evangelist at Salesforce and the author of GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business.
“Product expansion is often used as a path to growth, but it can have unintended consequences for other aspects of the business — including the customer experience central to the company’s value proposition.” Harvard Business Review
“Talking to real customers, solving real problems, seeing their struggles first-hand has an almost cathartic effect on those who do not usually work in customer support. The support rotation recaps are full of lightbulb moments, new ideas, nascent features and, yes, quick bug fixes.” Valentina Thörner
Thank you for your work and dedication.
Yes, the cat has an Instagram account.