The Quiet Power Behind Great Leadership

When you were 16 years old, did you imagine you’d be where you are today?

I didn’t.

At 16, most of us were simply trying to figure out where we fit. We weren’t thinking about executive decisions, digital transformation roadmaps, or the responsibility of leading teams through complexity. And we certainly weren’t thinking about the moments where we’d have to choose between the easy answer and the right one.

Yet leadership, at its core, often comes down to exactly that choice.

In customer experience, we talk constantly about innovation, strategy, AI, automation, and growth. But we don’t talk enough about the quality that underpins all of it:

Courage.

Not the dramatic kind of courage, but the steady, values-led kind. The kind that shows up in difficult conversations, in principled decisions, and in the willingness to take accountability when outcomes matter.

And in today’s CX landscape, that kind of leadership is more important than ever.

Courage as a Leadership Advantage

Customer experience is built on trust.

But trust externally, with customers, is always a reflection of trust internally. Teams watch what leaders do. They notice when someone stands by their values, when they invest in long-term outcomes over short-term wins, and when they create space for others to contribute and grow.

The leaders who consistently earn credibility are rarely the loudest voices in the room. They are often the ones who quietly align strategy with integrity, even when it’s uncomfortable.

That alignment builds self-respect. And self-respect builds influence.

The Next Era of CX Requires Broader Leadership Voices

We are entering a transformative moment in customer experience. AI is redefining operating models. Data is driving personalization at scale. Technology is reshaping how we think about talent, productivity, and value creation.

As the industry evolves, so must its leadership.

One of the most exciting shifts we’re seeing is more women confidently stepping into strategic roles across Technology, Finance, Digital, Growth, and Business Development, areas that are increasingly central to CX transformation.

This matters. Not because leadership should look a certain way, but because innovation thrives on perspective. When decision-making tables reflect a broader range of experience and thinking styles, outcomes improve. Strategies become more robust. Risks are evaluated more holistically and customer insight deepens.

And in a world shaped by AI and rapid digital acceleration, ensuring women feel confident and equipped to lead in these areas is both a talent priority and a business imperative.

Why Leading Voices Matters

That’s the thinking behind our Leading Voices series.

We want to spotlight the women shaping CX strategy across their organizations, many of whom started their journey in the contact centers.

Through honest storytelling, practical insight, and visible role models, we aim to create a community that supports long-term development, not just career milestones, but confidence, capability, and clarity.

Check out our latest interview with Lisa Oswald, Head of Customer Service, North America and Europe at Travelzoo. Lisa shares her journey in CX and what drives her as a leader in this space.

Building the Future, Intentionally

Customer experience will not be shaped by technology alone. It will be shaped by the people guiding how technology is applied, thoughtfully, ethically, and strategically.

If we want the next generation of CX leaders to step forward with confidence, we must make the journeys of those already doing it more visible.

That is the purpose of Leading Voices:

• To share real career paths
• To highlight strategic impact
• To encourage AI fluency and digital leadership
• To foster mentorship and advocacy
• And to ensure women across our ecosystem feel equipped to lead in the next era of CX

Because courage will always have a cost.

But when we build strong communities, clear pathways, and visible examples, that cost becomes an investment, one that pays dividends for individuals, organizations, and the industry as a whole.

I can’t wait to open the panel for Lisa Oswald, Head of Customer Service at Travelzoo, and Carolyn Truelove, VP Customer & Operations Excellence at American Airlines, as they discuss ‘Uncompromised Leadership — When Self-Respect Becomes Priceless’ – Thursday 26th Feb – 9:15 AM – 9:45 AM. Don’t miss it.