During this year’s CX Awards, we will present a special prize dedicated to “Women in CX Technology”.
Casting light on some of the female superstars that work within our industry, we will tell their stories and recognise their achievements.
Presiding over this award is Julie Tano-Lawson, founding member of the CX community “Women in CX” (WiCX).
The group is causing quite a stir across the CX industry, changing the lives of many women like Tano-Lawson.
Now, she is a highly-regarded, in-demand CX consultant. However, her journey through the industry was anything but smooth sailing.
Julie Tano-Lawson’s Story
After ten years of running a contact centre and leading cross-departmental projects, Tano-Lawson developed an arsenal of unique, first-hand CX knowledge. Soon, she was ready to go out on her own and help other companies bolster their customer strategies.
However, COVID-19 brought these plans to a grinding halt. The already challenging life of an entrepreneur grew ever more difficult. “The process of battling to secure contracts was already intimidating,” says Tano-Lawson. “When COVID-19 hit, I was broken.”
Seeking a safe zone to share her experiences, she soon realised that she was not alone. “I came across so many women eager to learn more, build on their experiences and help one another through a difficult time.”
Clare Muscutt, a fellow CX consultant, recognised this phenomenon too. Bringing Tano-Lawson and several other outstanding industry professionals on-board, she founded WiCX.
Harnessing the power of female collaboration, the group aimed to become “the best place on the internet” for CX professionals to learn from and inspire one another.
Gaining hundreds of members in less than a year, the group quickly fulfilled that goal. “From research about what women needed from a community, to setting our values based on their aspirations, we listened to our members and intentionally built WiCX together,” says Clare.
The Power of Women in CX
The team at WiCX create workshops, surveys, testing and much more to deliver value to its members. Yet, the fundamental objective is to foster a supportive environment for CX leaders to share innovative ideas and experiences.
Other, perhaps more innovative initiatives include “behind the scenes” activities, “you said, we did” posts, and “live” case studies for others to learn from.
Such an approach increases member contribution and engagement, while the response from the community is overwhelmingly positive.
As one member tells us: “It gives women the courage that, as CX practitioners, our voices can be heard.” While another says: “I’m reaching out to ex-colleagues to tell them how my life has changed and about the opportunities for growth within this community.”
For Tano-Lawson, these opportunities proved to be life-changing. The group has provided the perfect platform to showcase her expertise. Now, less than one year later, business is blossoming.
Reflecting on her experiences, she says: “As women, many of us learn to hide our vulnerabilities. Yet, with this group, you can share those. We will listen and give you the belief to keep moving forwards. Over time, those vulnerabilities turn into strengths.”
An Award Dedicated to Women in CX
In tribute to this game-changing movement, our “Women in CX Technology” accolade aims to uncover an unsung heroine of the CX world. We will shed light on her success story, and provide some well-deserved recognition.
Send in your nominees now if you know someone who fits the bill.
Who knows? They may well receive their prize from Clare Muscutt herself, who will host the awards on what promises to be an exciting evening devoted to innovative CX thinking.
