Women Leadership & Customer Experience

By Stacy Sherman (MBA, CX Certified)

 

 



This article originally appeared on Doing CX Right

There’s an increasing amount of conversations about Women and Leadership, and I love it! I believe that the next generation, including my own daughter, will have more opportunities to share their voice, without judgments, and pursue jobs that had been traditionally filled by men.

I’M WRITING THIS ARTICLE FOR TWO REASONS:

1. TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS AND FOCUS ON A CAREER IN THE CUSTOMER EXPERIENCE FIELD.

CX is not a fad. It’s here to stay and reputable companies are seeking expertise. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. I couldn’t agree more. You can read about what the ladies had to say in an informative article: “Why We Need More Women Leaders in CX.”

2. TO INSPIRE WOMEN TO PURSUE THEIR PASSIONS.

I’ve learned a lot over the past 20 years working in large and small companies. I know first hand the challenges in pursuing a career while balancing parenthood. I am elated that more companies are committed to creating a culture where women matter and employee diversity is valued. Below is a recap of a recent interview of me in honor of International Women’s History month. I hope it serves as inspiration for all my readers.

Source: Schindler Elevator Corp
 

INTERVIEW SUMMARY:

Q: EXPLAIN WHAT YOU DO IN YOUR ROLE.

A: I’m currently the Director of Customer Experience, leading a team focused on delivering best-in-class Customer Excellence and Employee Engagement that serves as a brand differentiator. My role includes establishing & implementing innovative Voice of Customer (VOC) initiatives that provide a deep understanding of how customers interact & feel across all touch points. I’m also leveraging data, including Voice of Employee (VOE) feedback, to enhance customer journeys, and collaborating with cross-team to “close the loop” resulting in record high customer Net Promoter (NPS)scores.

Q: WHY IS GENDER EQUALITY IMPORTANT?

A: Gender equality is important because all people deserve access to the same resources and opportunities. If two individuals with similar skills &  education apply for the same job or promotion, there should be no difference in the evaluation process. Unfortunately, equality has not been the case over time and I’ve witnessed this. I am very glad there is now a cultural shift so that my kids benefit in positive ways.

Q: WHAT HAVE YOU OVERCOME TO GET WHERE YOU ARE TODAY?

A: I have overcome “inclusion” situations in past workplaces. For example, there’s been a multitude of times that I was not invited to all male meetings, even when my level or related positions were in the room and topics pertained to my job. I’ve overcome challenges by communicating tactfully with people and articulating the value I bring, so they’d understand my perspective and need for inclusion. While self-advocacy is not easy, it is essential and a contributing factor for my success.

Q: WHAT WOULD YOUR ADVICE BE TO THE NEXT GENERATION OF WOMEN ASPIRING TO GET ADVANCE THEIR CAREERS?

A: I encourage everyone, especially women, to communicate openly and honestly, and deal with uncomfortable situations head-on versus an avoidance approach. Be impeccable with your words and choose the right moments to contribute. You have 2 ears and 1 mouth. Use them accordingly. Also, always be learning and advancing your skills through formal and informal education. I obtained my MBA years ago but continue to get certifications from prestigious institutions to sustain my position as a credible thought leader. (Read more about my Rutgers CX Course)

Q: WHAT HAS BEEN THE MOST PIVOTAL PIECE OF ADVICE YOU’VE RECEIVED IN YOUR CAREER?

A: There will ALWAYS be obstacles. Know what you can control and focus your time and effort on those things. People often say “No” without even thinking about situations, but there IS a path to “Yes!” Be creative and figure it out!

Q: DO YOU HAVE A FEMALE ROLE MODEL THAT HELPED YOU GET TO WHERE YOU ARE TODAY?

A: Executive Director Stacey Aaron-Domanico from my former job at Verizon, taught me about leadership and authenticity through her actions and words. We are still connected, and she inspires me to be amazing and genuine in everything I do.

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Stacy Sherman is a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets.

She’s worked on both the client side and agency environments leading projects for reputable brands (Martha Stewart Crafts, American Girl, Perler Beads) along with well-known Telcom companies (AT&T and Verizon). Stacy is a Founding CX Board Member and Advisor at Rutgers University.