A familiar face received plenty of attention, but elsewhere our leaders were fairly split on the business professionals who inspired and impressed them most.
As part of our new CX All-Stars series, 50+ leaders from the world of customer service and experience spoke to us about their business heroes.
Below is a snapshot of some of their responses. You can view their complete answers to these questions and more in CX All-Stars or by clicking a leader’s name to view their full profile.
The wide range of names and sectors discussed by our All-Stars is indicative of the varied nature of the CX discipline, with everyone from football managers to fashion designers receiving a mention.
However, the most frequent responses were reserved for the unsung heroes in the leaders’ lives: their parents.
Unsung Heroes
Keith Kirkpatrick, Research Director at The Futurum Group: “Probably my dad. He had to reinvent himself several times, and I’m sure I took some inspiration from that in my own non-linear career trajectory.”
Andy Dignan, Chief Operating Officer at Five9: “My amazing mother. She was in IT in education for over 20 years, during a time when women in tech (let alone IT) wasn’t something you saw every day.
“Watching her learn and achieve great things helped shape my perception of what’s possible. In fact, it was my mom who inspired me to pursue a technology path in college.
“Watching her have to get certifications in Novell, then Microsoft showed me that in tech, you have to always be learning and adapting at a very fast pace.”
Rebecca Wetteman, CEO and Principal Analyst at Valoir Inc: “My father, because he built a career doing what he loved. I try to do the same every day.”
Amy Roberge, Head of Global CX Solutions Engineering at Zoom: “This is a very difficult question to answer as I have so many!
“From my mother who epitomized a powerful woman in business at a time when they were few and far between, to my father who proved that it’s ok to take risks in business and your life if it will ultimately take you to a better place, to countless mentors and colleagues I’ve had the privilege to work with over the course of my career so far.”
Juanita Coley, CEO of Solid Rock Consulting: “Everyone knows I love Zig Ziglar. I quote him religiously. However, I’d have to say my parents are my business heroes as they are the ones who instilled the seeds and love of entrepreneurship in me.”
Steve Jobs
Michael Fauscette, CEO & Chief Analyst at Arion Research LLC: “He revolutionized the tech industry with a twin focus on innovation and user experience. He didn’t just create new products, he made them beautiful, intuitive, and completely changed how we interact with technology.
“His relentless pursuit of perfection in every detail, from design to functionality, made Apple a leader and continues to inspire.”
Andrew Morawski, EVP & GM at Oracle: “Simply put, he revolutionized the mobile phone and the telecommunications industry as a result.
“Jobs changed the way we approach consumer connectivity and democratized developer access to mobile technology, an innovative UI approach that we’re still seeing in today’s enterprise and consumer mobility market.”
Susanna Baque, Senior Director Global Customer Experience at SCIEX: “One of my business heroes has been Steve Jobs. His legacy extends beyond the remarkable achievements of Apple Inc., resonating particularly due to his unwavering commitment to prioritizing the customer experience.
“Inspired by Jobs’ philosophy, I made a pivotal decision to redirect my career trajectory towards the domain of customer experience. Though this transformation transpired years ago, its enduring relevance continues to underscore the significance of cultivating customer-centricity within enterprises.”
Georges Essama, Senior Manager of Customer Experience, Marketing & Communication at Cameroon Telecommunications: “I have a huge appreciation for people leading to serve, with empathy and quest for the general interest rather than a personal one. Steve Jobs, for me, is a good example of a business hero.
“Many years after he passed, his legacy about being more concerned about focusing on the customers and people still resounds today for many professionals and organizations.”
A Mix of Heroes that Puts The Avengers to Shame
Jay Patel, VP & GM at Cisco: “Maybe an unconventional business hero is the Liverpool Football Club manager Jurgen Klopp.
“He embodies the essential leadership qualities required to build, manage, and inspire teams, bringing together all parties with a unified vision, and this approach has led to both commercial and sporting success.
“He adheres to the principle that relationships matter first and foremost, and that a positive attitude and a collective approach lay the foundations for achievement.”
Shannon Truax, SVP, Social Media and Digital Marketing of M&T Bank: “Ragy Thomas, the Founder of Sprinklr. Ragy’s vision and his ability to build it are inspiring beyond measure. He is a brilliant innovator who values his team and clients. I’ve met Ragy on a few occasions, and when you’re in his presence, you know you’re part of something extraordinary.”
Samantha Conyers, Chief Experience Officer at First Retail Group: “Arianna Huffington. I had the opportunity to see her at X4, and I was totally star struck! Her entrepreneurial journey, from co-founding The Huffington Post to launching Thrive Global, exemplifies innovation, leadership, and resilience.
“Arianna’s ability to navigate the fast-paced media industry while advocating for wellness and work-life balance inspires me. She has shown that success isn’t just about financial achievements but also about making a positive impact on society.”
Alex Monaghan, Solution Architect at the Open University: “Gary Marcus. He is saying all the things other people have not wanted to say. He doesn’t always say them in the most accessible way, but he is not usually swayed by business agendas or marketing fads.”
Laura Campbell-Robson, Director of Customer Strategy at loveholidays: “Whitney Wolfe Herd is one of my business heroes. Her courage and strength in overcoming the challenges she faced at her time at Tinder to founding Bumble, are profound.
“I can’t imagine the immense resolve it took to navigate through those experiences, overcoming imposter syndrome and other barriers to establish her value and authenticity with a platform where value of other women could be recognized and heard.
“Her success in fostering a culture of empowerment and respect in highly competitive, typically male dominated industry is goals and something I reflect on any time I have a tough day.”
Brett Weigl, General Manager of Digital and AI at Genesys: “I’m inspired by Brian Chesky, CEO and founder of Airbnb, for the creative and design-forward approach he’s taken to transforming a traditional area, vacation stays, in a completely new way. The end user experience that Airbnb powers for so many guests worldwide is a great example of how impactful CX-first thinking can be.”
Amy Roberge, Head of Global CX Solutions Engineering at Zoom: “I’m also incredibly inspired by women like Coco Chanel, who not only transformed an industry but also irrevocably changed the business world for women.
“She is someone who found confidence and success but then used it to empower others. What’s more heroic than that?”
Sean Taylor, CEO of Content Guru: “A Silicon Valley hero is Andy Grove, third employee and former Chair and CEO of Intel. He drove incredible growth and was generous in sharing his knowledge. His book ‘High Output Management’ is a brilliant CEO handbook.”
Barry Cooper, President, of the CX Division at NICE: “I don’t have a single business hero, instead rather, I admire the unique traits of a handful of leaders. For example, I admire Elon Musk’s bravery; he thinks big and isn’t nervous about challenging the status quo.
“A few years ago, I also had the opportunity to interview George W. Bush. For this interview, I read his book ‘Decision Points.’ Politics aside, I discovered that his methodology for decision-making aligned with mine.
“He surrounds himself with smart people with different experiences and talents, and carefully considers all viewpoints to make informed decisions he otherwise might not have made himself.”
