Title

AWS re:Invent 2022 - How women leaders are transforming customer experience (BIZ102)

Summary

• Laura Fraser hosted a panel discussion with women leaders in customer experience.
• Delia Medina, VP of Customer Care Innovation at First Advantage, focuses on digital transformation, automation, and process improvement.
• Hexen Wilson, VP of Customer Experience and Servicing at Saks, oversees online order issues and customer care.
• Kim Honeywell, AVP of Strategic Solutions at Symmetra, is responsible for Enterprise CRM and contact center solutions.
• Joanna Bird, VP of Sales for AWS at NeuroFlash, works on contact center advisory and implementation for customer experience transformation.
• The panelists discussed their career journeys, the importance of diversity, equity, and inclusion (DE&I), and their efforts to improve customer experience in their organizations.
• Key topics included strategic initiatives, leadership styles, advocating for DE&I, and the power of networking.
• The panelists shared insights on the impact of AWS services like Amazon Connect and Salesforce Service Cloud Voice on their customer experience strategies.
• The session concluded with a Q&A, focusing on communication challenges and leveraging data to influence organizational change.

Insights

• Diversity and Inclusion: The panelists emphasized the importance of DE&I beyond just counting women in leadership roles. It should be intentional, start at the top, and include a dedicated leader to drive cultural change.
• Career Advancement: The women shared their experiences in seeking out gaps within their organizations, pitching ideas to senior leadership, and taking ownership of new opportunities to fast-track their careers.
• Networking: Building relationships both within and outside the company is crucial for career visibility and advancement. The panelists highlighted the importance of recognizing peers and creating a positive network effect.
• Customer Experience Transformation: The panelists are leveraging AWS technologies like Amazon Connect and Salesforce Service Cloud Voice to improve customer experience, reduce friction points, and gather actionable data.
• Data-Driven Decisions: The use of AWS services enables the collection of customer data, which can be used to identify issues and influence changes across the organization. This approach aims to improve first contact resolution and overall customer satisfaction.
• Future of Customer Experience: The panelists are excited about the potential of AWS services to further enhance customer experience, such as through authentication within IVRs, voice ID, self-service options, and leveraging AI and ML for better insights.
• Empowerment through Technology: AWS services empower business users to self-serve and make immediate enhancements to customer experience without heavy reliance on IT teams.
• Leadership and Superpowers: Each panelist was recognized for their unique "superpowers," which include advocacy for change, juggling multiple responsibilities, aligning diverse teams, and staying calm under pressure. These traits contribute to their effectiveness as leaders in customer experience.