Leadership today demands adaptability, authenticity and inclusivity — especially when driving customer experience (CX) innovation. CX success hinges on the agility to quickly adapt to changing customer expectations and evolving technologies. And it requires the ability to provide transparent, relevant experiences that engage and support both customers and employees — all while delivering key business outcomes. 

During the panel “Celebrating women in leadership: Driving transformation across business and technology,” we asked four accomplished CX leaders across several industries to share insights and expertise drawn from their unique experiences. Panelists 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. 

Key themes emerged on how to excel in leadership, foster diverse and high-performing teams, and drive meaningful transformation. Here are their top insights. 

Lead with Authenticity 

New managers will sometimes fall into the trap of adopting a leadership persona of someone they admire whose approach doesn’t align with their true selves. Taking that approach can stall someone’s progress. Success comes from embracing one’s strengths and leading in a way that feels natural. 

“I always wanted to be a leader. Early in my career, there was a woman I admired for getting ahead, who had an aggressive style that really worked for her. But I’m not that person and I couldn’t pull it off,” said Barr. “I learned that I needed to figure out how to be myself and not try to imitate anyone else’s style.”  

Exude Confidence and Adaptability 

Have confidence in yourself and your abilities. One way to build that confidence is to periodically examine your accomplishments and use those wins as motivation to take on greater challenges.  

This also means advocating for yourself. For example, use your success in running a small implementation to demonstrate that you have the ability to take on a larger one.  

“Often, when we’re younger, women are not necessarily celebrated for advocating for themselves. But that skill is so important,” said Patterson.  

Adaptability is just as critical — and it can help build confidence. “I took traits and practices that were helpful when I was in acting that I could apply to this sector. And that required a lot of adaptability and resiliency,” added Patterson. “But if you try something and it doesn’t work for you, that’s OK. Just pick yourself back up and keep carrying on.” 

Empower Others  

One of the most impactful actions a leader can take is to truly support the individuals on their team. Ensure that your team knows that you’re invested in them as people, not just employees; that you care about their professional growth and their well-being. 

Henderson identifies as a servant leader who aims to be supportive and empower her staff. “I get my energy from empowering others, removing obstacles and helping my team perform at their best,” she shared. Her approach is about fostering growth and creating opportunities for others to succeed.  

Barr takes a similar approach. “I make sure I’m giving other people an opportunity to shine. I’m in a position where people are paying attention to what I’m doing, and I want to make sure they’re paying attention to everybody on the team and to those who are really putting their weight behind it, as well,” she said.  

Foster a Culture of Inclusion 

Diversity, equity and inclusion are more than HR initiatives; they’re business imperatives. As such, they need to be nurtured.  

Escobar explained that CEMEX has developed its Embracing Diversity Global Framework to foster inclusion regionally and on a global scale. As part of the initiative, committees globally and regionally help determine how to improve diversity in the company’s operations.  

Henderson underscored the role of also taking individual action.  

“We can do more to make a difference individually, not just count on our organizations to lead the charge. We should have one-on-ones with our team members and be conscious and intentional about the demographics of who we’re hiring, advocating for, promoting and mentoring,” noted Henderson.  

For Patterson, that also means creating a culture where people feel safe to be their authentic selves and to call out unconscious bias or microaggressions. “As leaders, that’s a huge part of your role — to make sure people feel they have a safe, supportive space,” she said. “Because those are the true signs that a workplace is practicing what it preaches.” 

Embrace Technology with a Critical Eye 

AI and automation are reshaping leadership and workforce dynamics. But there’s still a gender gap.  

“Current studies say women make up less than a third of AI professionals and only 18% of AI researchers globally,” said Patterson. “We need to see those numbers increase.” 

Escobar agreed, adding that having more women leaders in technology who serve as role models will transform the way we see technology leadership. “The inspiration will reshape the story of future transformation and upcoming generations working in technology,” she said. 

Patterson emphasized the importance of ensuring that women and people from diverse backgrounds are part of the conversation when it comes to AI, in particular. “We need to make sure that pre-existing prejudices aren’t hardwired into new programs that could take dangerous forms,” she added. 

While there are concerns about AI negatively influencing hiring and reviewing, Escobar recommended using it to help counter potential biases. “By leveraging AI in recruitment, we can reduce human bias and build more diverse teams,” she said. 

Be Ready to Pivot and Enjoy the Journey 

Leadership isn’t just about reaching the next rung on the corporate ladder — it’s as much about enjoying the moment as it is about growth. “Don’t get so focused on your destination that you don’t enjoy the journey — the people you meet, what you learn,” said Henderson. 

But, she added, be ready to pivot, because growth requires change. “Be comfortable being uncomfortable, embracing new things and situations,” she advised.  

Escobar echoed this sentiment: “Opportunities will come when you’re ready, even when you feel like you’re not progressing. You’re being shaped and prepared for the next big step.” 

The most successful leaders align their careers with what drives them. “Think about what inspires you — and remember: It will change over time,” said Patterson. “Sometimes we can get stuck on a path and forget that maybe we need to pivot.” 

Barr added, “Reflect on when you were most satisfied in life, not just at work. What were the circumstances? Understanding that can help you shape a fulfilling career.” 

And “success can look different in the different career paths we take,” reminded Escobar.  

Own Your Leadership Journey 

The insights from these trailblazing women highlight that leadership isn’t just about titles or authority — it’s about authenticity, empowerment and a commitment to continuous growth. Whether you’re just starting your career or looking to accelerate it, these principles can serve as a guide to navigating the challenges and opportunities of leadership. 

And as you move along in your leadership journey don’t let uncertainty stand in your way. 

“It can be intimidating to jump into the unknown. And often society doesn’t always encourage women to believe that they belong in new spaces,” said Patterson. “I would say to anyone starting out: If you want to be in that space, then you deserve to be. So, jump in.” 

Watch the on-demand webinar to hear panelists’ success strategies for leading inclusive business and technology teams, their perspectives on how embracing Generation Z will require a fresh approach to leadership — and why inclusion matters more than ever in today’s fast-changing, AI-powered world.