10 Women in Customer Experience (CX) to Follow in 2024

Q: Who are some influential women in the Customer Experience (CX) field to follow in 2024?

In 2024, some influential women in the CX field include Jeanne Bliss, Tiffani Bova, Mary Drummond, and Annette Franz. These leaders have significantly contributed to the CX community with their insights and expertise, shaping the future of customer experiences and inspiring others in the industry.

Q: Why is it important to follow thought leaders in Customer Experience?

Following thought leaders like Blake Morgan, Natalie Petouhoff, and Jeannie Walters provides businesses with a wealth of knowledge, inspiration, and practical tips to enhance their CX strategies. Their diverse backgrounds and unique perspectives offer invaluable insights into creating meaningful and lasting customer relationships.

Q: How can businesses measure the effectiveness of their customer experience initiatives?

Businesses can measure the effectiveness of their CX initiatives by analyzing customer feedback, monitoring key performance indicators such as customer satisfaction scores, retention rates, and net promoter scores. Additionally, leveraging analytics tools can provide deeper insights into customer behavior and preferences, helping to refine CX strategies.

Q: What are some key strategies for enhancing customer experience?

Key strategies for enhancing customer experience include adopting a customer-centric approach, leveraging technology for personalization, and ensuring consistent and proactive engagement across all customer touchpoints. Building a culture that prioritizes customer needs and continuously seeks feedback for improvement is also essential.

In the rapidly evolving field of customer experience (CX), staying ahead means continuously learning from the best. As we navigate through 2024, a year promising innovative CX strategies and heightened customer expectations, there are thought leaders whose insights and expertise can guide us toward success.

Illustration of a diverse group of faces and ethnicities of women.

Shutterstock; Photo by Angelina Bambina

Among them, 10 women stand out for their significant contributions to the CX community. Their work not only shapes the future of customer experiences but also inspires others in the industry. Here is a list of these influential women to follow this year:

1. Jeanne Bliss

Jeanne Bliss, a pioneer in the field of customer-centric leadership, has dedicated more than two decades to helping companies achieve customer-driven growth. She is the founder of CustomerBliss, an author of several best-selling books on CX, and a co-founder of the Customer Experience Professionals Association (CXPA). Jeanne’s approach emphasizes the importance of leading with purpose and putting customers at the heart of business decisions.

2. Tiffani Bova

As the author of best-selling books, “Growth IQ” and “Experience Mindset,” Tiffani Bova has carved a niche for herself as a go-to expert on sales, innovation and customer experience. Check out her podcast, “What’s Next! with Tiffani Bova,” for insights that help businesses rethink their strategies to drive growth and improve customer satisfaction.

3. Mary Drummond

Mary Drummond is the vice president of Marketing at Neighborly Software, podcast host, and CX and marketing thought leader. Her work amplifies the intersection of customer experience and technological innovation, exploring how companies can leverage AI and machine learning to enhance CX and other areas of business.

4. Annette Franz

With more than 25 years of experience in the customer-experience domain, Annette Franz has helped countless companies understand the importance of putting customers and employees at the center of their universes. As CEO of CX Journey Inc., she consults with businesses on creating customer-centric cultures that drive competitive differentiation and growth.

5. Blake Morgan

Blake Morgan is a leader in customer experience, a keynote speaker and the author of multiple books, including “The Customer of the Future.” Her work emphasizes the impact of technology on customer relationships and the importance of convenience, personalization and proactivity in delivering superior CX. Check out her podcast, “The Modern Customer Podcast.”

6. Natalie Petouhoff

Dr. Natalie Petouhoff is a consultant, speaker and thought leader in the realm of AI, customer experience and social media ROI. She offers a unique blend of executive insight and detailed technical analysis. Her expertise helps businesses measure the impact of CX initiatives in tangible terms, bridging the gap between customer emotions and financial outcomes.

7. Tamara Schroer

Tamara Schroer is the vice president of Education and Development at Working Solutions and a pioneer in the virtual, corporate-learning world. With decades of experience in training and development, Tamara brings a wealth of knowledge and insight into developing high-performing customer service teams equipped to meet the needs of today’s consumers and clients’ high expectations.

8. Stephanie Thum

Dr. Stephanie Thum has a deep understanding of CX in both the private and public sectors as a certified customer-experience professional, professor and communications expert. Her extensive expertise lies in embedding customer-centric values within organizational DNA to drive policy and process improvements.

9. Jeannie Walters

Jeannie Walters is the CEO and founder of Experience Investigators. She has spent more than 20 years helping companies improve retention, customer and employee engagement, and the overall customer experience. Jeannie is known for her deep dives into the critical moments that create customer loyalty and her practical strategies for improvement.

10. April Wiita

As the vice president of Program Success at Working Solutions, April Wiita is a passionate, customer-experience professional. She leads on-demand, contact-center operations for clients across North America, with a focus on innovative, customer-centric solutions for clients’ essential CX needs.

These 10 women are at the forefront of shaping customer–experience strategies and trends. By keeping up with their shared learnings and accomplishments, you’ll gain a wealth of knowledge, inspiration and practical tips to enhance your own CX strategies. Their diverse backgrounds and unique perspectives offer invaluable insights into creating meaningful and lasting customer relationships in 2024 and beyond.