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5 Female CX and Technology Pioneers to Follow in 2021

Liz Alton
March 01, 2021

3 minute read

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences adapting to today’s fast-changing landscape.

Let’s take a closer look at five female leaders in CX tech you can follow to stay connected to the field’s most insightful leaders and active trailblazers.

Dr. Tami Kim, Assistant Professor of Marketing, Darden School of Business

Researchers are helping us understand how customer experience interactions shape brand-customer relationships. One of the most innovative voices in CX research today is Dr. Tami Kim, an assistant professor of marketing at the Darden School of Business. She holds a doctorate of business administration in marketing from Harvard Business School. Her research focuses on the evolution of consumer-firm relationships and interpersonal relationships in the digital age.

Her recent and forthcoming research raises important questions, from how ad disclosures impact digital advertising effectiveness to how regulator ratings shape consumer perceptions. These are critical questions that inform the future of your CX and customer success initiatives in today’s landscape. Learn more about Dr. Kim’s work here or connect with her on LinkedIn or Twitter.

Bozoma Saint John, Global CMO at Netflix

If we’re living in the golden age of streaming, Bozoma Saint John is one of the forces building that consumer experience. Bozoma serves as the Global CMO at Netflix. Before joining the streaming service, she held leadership roles at several companies, including Uber, Apple, PepsiCo, and Endeavor.

She’s been recognized as a key customer experience and marketing expert within the entertainment world. She’s been inducted into the Advertising Hall of Achievement, recognized as a Forbes Most Influential CMO, and Black Enterprise’s Most Powerful Women in Business. Bozoma created The Badass Workshop, a five-part digital experience designed to provide an evolving blueprint for success based on her expertise – which has also been taught as a short intensive at Harvard Business School. Learn more about Bozoma’s work here or connect with her on LinkedIn or Twitter.

Kerri Konik, CEO and Chief Branding Strategist, Inspire Fire

The emotional connection with consumers has never been more critical. Kerri Konik’s pioneering work through her firm—developing brand strategy, campaigns, and innovative takes on the customer relationship—helps players in consumer packaged goods and other categories redefine their customer relationships. Some of her most powerful work focuses on customer experience initiatives to maximize and leverage the ROI of emotional motivators to accelerate business growth. Learn more about Kerri’s work here or follow her on LinkedIn or Twitter.

Jeannie Walters, Host of “Crack the Customer Code” and CEO, Experience Investigators

With two-thirds of the population listening to online audio, podcasts remain a powerful way to reach audiences. One CX innovator has been bringing perspective to podcasts for nearly 450 episodes. Jeannie Walters is the co-host of the popular C-suite Radio podcast “Crack the Customer Code,” where she explores topics ranging from how customer sentiment will impact CX in 2021 to the latest strategies in learning from data.

Jeannie has spent nearly 20 years evaluating and improving customer experiences. She is a Certified Customer Experience Professional (CCXP) and a CX Expert Panel member for the Customer Experience Professionals Association. She works with Fortune 500s and other brands to help “create fewer ruined days for customers.” Learn more about Jeannie’s work here or connect with her on LinkedIn or Twitter.

Erica Orange, Executive Vice President & Chief Operating Officer, The Future Hunters

In an uncertain world, the ability to determine where to invest your time and capital is more important than ever. Erica Orange is Executive Vice President of The Future Hunters, a futurist consultancy. Named a leading futurist by Forbes, Erica works with Fortune 500s and public agencies to better understand consumers’ changing needs and the trends that shape the markets. Learn more about Erica’s work here or follow her on LinkedIn or Twitter.

These are just a few of the exceptional female pioneers in CX who are paving the way for new technologies, experiences, and ideas. As you celebrate Women’s History Month, there’s plenty of inspiration in the customer experience field, including our Women in Tech series.

Liz Alton
Liz Alton
Liz Alton is a writer and content strategist specializing in B2B technology, digital marketing, and the customer experience. Her clients include creative agencies, Fortune 500 brands, and venture-backed startups.
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