Women Leading CX and Digital Disruption| Isobel Rogers

Nurturing Leadership

Women leaders often prioritise team development and nurture the growth of their team members. The belief that a leader is only as good as their team resonated throughout the discussions. In one-on-one interactions, leaders encouraged team members to reflect on their successes and failures, fostering an environment of continuous improvement.

Celebrating Wins

Another showcase of women’s leadership styles was their desire for celebrating successes. Whether in CX or Contact Centres, where challenges are constant, taking time to acknowledge achievements and reflect on their impact was deemed essential.

Empathy

Female leaders frequently embrace empathy and mentorship as core principles. They recognise the importance of empathising with their team members and offering mentorship to help them overcome challenges. Becoming mentors themselves was seen as a way to pay it forward and support the development of future leaders in the industry.

Mentorship Matters

Many women highlighted the huge significance of mentors in their journey. These mentors played an important role in helping them navigate the industry’s challenges, including imposter syndrome and the tendency to focus on weaknesses rather than strengths. Mentoring was perceived as a powerful mechanism for self-discovery and personal growth.

This was also true in a recent young leaders focus group and a LinkedIn poll which was launched in advance of the focus group where 68% of respondents said that they did not have a mentor in place, and those who did have one expressed the importance of their mentor in their career journeys. One member of the panel stated that it isn’t about ‘fake it till you make it’, but rather ‘fake it till you become it”.

Psychological Safety

Creating psychologically safe environments where team members feel comfortable speaking up and contributing was recognised as a key driver of inclusivity, particularly with female leaders. Tools, such as AI algorithms that detect changes in employee behaviour, were mentioned as ways to identify potential issues and provide support when needed. Evolving Perceptions In many cases, these leaders were tasked with changing industry perceptions. Their experiences from various sectors allowed them to bring fresh perspectives to the industry. Rather than shattering stereotypes outright, they gradually shifted people’s perceptions of what was possible within the CX and Contact Centre industry.

Gender equality at work or rather inequality

According to the Chartered Institute of Personnel and Development (CIPD), the gender pay gap among full-time employees in April 2022 was 8.3%. Among all employees, the gender pay gap decreased to 14.9%, from 15.1% in 2021, and is below the levels seen in 2019 (17.4%).

The reasons for the gap are complex and interrelated, including economic, cultural, societal and educational factors:

A lack of flexible working options

Women being the main providers of unpaid caring responsibilities

Occupational segregation

The undervaluing of women’s work

Pay discrimination

The gender pay gap among full-time employees in April 2022 was 8.3%. Among all employees, the gender pay gap decreased to 14.9%, from 15.1% in 2021, and is below the levels seen in 2019 (17.4%).

The reasons for the gap are complex and interrelated, including economic, cultural, societal and educational factors.  If not addressed, this gap not only disadvantages individuals, but means employers miss out on a wealth of talent as they risk their reputation as a fair and inclusive employer.

Gender pay gap reporting has brought transparency to workplace gender equality issues that need addressing, but it’s the action that follows that makes the real difference.

Conclusion

The conversations highlighted not only the challenges faced by women in the industry but also the resilience and creativity with which they have overcome these hurdles. From challenging stereotypes and embracing authenticity to fostering inclusivity and advocating for diversity, female leaders in the CX and Contact Centre industry are paving the way for a more equitable and inclusive future.

The industry has made significant progress, but there is still work to be done to ensure equal opportunities and representation for women in leadership roles. This serves as a testament to the progress made and as a call to action for continued efforts to empower and support women in their journey to leadership roles within the CX and Contact Centre industry. By sharing these insights, we hope to inspire future generations of women to seize the opportunities within this dynamic and ever evolving field.

 A replay of the CXFO Breaking Barriers Women in Leadership webinar can be found here and a copy of the report is free to download here

BIO:
Isobel Rogers – Director at The Customer Experience Foundation (www.cxfo.org)

Isobel has over 30 years in the customer experience and digital transformation arena working with some of the industry’s leading digital tech companies and contact centre outsourcers.

Starting out as a contact centre agent and gaining experience in operational and client engagement roles, Isobel joined industry body, CXFO, in 2021.  

Passionate about transforming and enhancing customer service, Isobel is also a huge advocate for encouraging more women to achieve their potential and inspire women in the workplace to realise their hopes, dreams and aspirations.

Isobel has set up the women in leadership industry council at CXFO to showcase the great work women are doing in the CX and digital transformation industry.