Rewatch our CX Leaders Panel for International Womens Day
11 Apr 2025
3 min read
A few weeks ago we hosted a panel discussion with some of our favourite CX leaders to discuss a range of topics. From being a woman leader in CX, what makes a brand's customer experience so unique, to practical examples of how to use AI for customer service.
A big thank you to our panellists: Emma Mercier Jones from Mulberry, Chandni Bhatt from Beauty Pie, and Emily Powell from Charles Tyrwhitt. And of course our host, Rachel Percival from PayByPhone.
Here is the panel in full, and below it are 10 key takeaways:
10 Takeaways from the panel discussion:
Empathy Is a Leadership Superpower
Everyone emphasized how female leaders bring empathy, emotional intelligence, and collaboration into the workplace – qualities that foster openness, psychological safety, and productivity.Female Leadership Is a Catalyst for Inclusion
Women often make space for others, uplift quieter voices, and champion growth – even when it means helping team members grow beyond the company. This inclusive leadership style strengthens team cohesion and drives innovation.Imposter Syndrome Is Universal – and Beat by Action
Every panelist admitted to battling imposter syndrome. The shared remedy? Say yes, take up space, and find allies. “You’re in the room for a reason” was a recurring and powerful sentiment.AI + Empathy = CX Success
Chandni from Beauty Pie and Emily from Charles Tyrwhitt shared how combining AI tools with human-centered design and tone of voice significantly boosted CSAT scores. Bots like “Bonita” are treated as team members with personality!AI Is Making Waves
All three brands use or plan to use AI to automate common queries, enhance agent productivity, and personalize customer interactions – especially for high-volume or repetitive tasks like “Where is my order?”Tech Should Empower, Not Replace
AI is most effective when it's used to empower teams by removing friction—whether that’s collecting missing info automatically or serving up internal knowledge to agents on the fly.Imposter Syndrome Is Universal – and Beat by Action
Every panelist admitted to battling imposter syndrome. The shared remedy? Say yes, take up space, and find allies. “You’re in the room for a reason” was a recurring and powerful sentiment.Founders Who Stay Close to Customers Create Better CX
Beauty Pie’s founder, Marcia Kilgore, still directly engages with members. Her involvement ensures that customer needs shape product decisions, even reversing discontinuations based on member feedback.Future CX Success Hinges on System Agility
While AI is top of mind, brands like Mulberry are learning that modernizing core systems is essential to adopt the next wave of innovation and keep the customer experience seamless.Community Starts with One Bold Connection
Building a supportive professional network doesn’t require big moves – it starts with connecting to one like-minded person. Events like these create the perfect backdrop for authentic, empowering relationships.
