CX Stories

Celebrating #WomenInCX this #InternationalWomensDay

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion. These women and their motivating stories are testimonials to why we need more women in Customer Experience. These inspiring stories are a goldmine of information! Don’t believe us? Read on, and you will thank us later.

Sue Duris – Director of Marketing and Customer Experience, M4 Communications, Inc.


Just when you think that Sue might be super busy working with clients, authoring her next great article, or speaking at an event, you’d run into her live Twitter chat running weekly on #CXChat. She is one of the most personable #WomenInCX. If you are looking at getting hard-hitting results from your CX initiative, you must read about her win/loss analysis associated with CX.

Read more about Sue’s journey as a CX Leader.


Kanika Tekriwal – Founder of JetSetGo

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Kanika Tekriwal is the founder of India’s largest private jet and helicopter company, JetSetGo, that holds over 20% of the total market and boasts of over a 98% customer satisfaction rate! Her journey is filled with awards such as BBC’s 100 Most Inspiring Women in the World, Forbes’ 30 Under 30 and many more, but she gives all the credit to her fierce focus on delivering the best experience to her customers at JetSetGo. With her keen business acumen, she is sure to take JetSetGo to heights beyond the skies!

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India.


Nienke Bloem – Customer Experience Consultant and Keynote Speaker

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Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. But, the one thing that stands out about her is that she is probably the most fun-loving CCXP out there – don’t believe us, go check out some of her youtube videos! Fun, coupled with a Dutch-directness, Nienke gives impactful and direct lessons to her clients, making her one of the most sought-after keynote speakers on CX. The audience loves her for her engaging presentations, and brands like her for the results she delivers for her clients. If you need someone who can make it easy for your team to onboard CX initiatives, you have to engage with Nienke Bloem.

Read about how Nienke Bloem is working towards her mission to spread happiness in the lives of customers and employees.


Jennifer Parnell – DGM, Customer Experience at BookMyShow

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Jennifer knows how to drive the internal stakeholders on behalf of the customer. She can talk about numbers and feelings in the same breath and not blink: it is that obvious to her! Jennifer believes that CX needs to be measured and improved quantifiably, and customers must feel happy interacting with a brand for its CX to improve. When BookMyShow’s customers have her on their side, they will always get a great experience using its products.

Read how Jennifer runs a number driven CX practice at BookMyShow.com


Shweta Jha – Manager of Customer Experience, Training, and Quality, Ferns N Petals

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Shweta is clearly the strongest person to pursue the cause of customer experience within the organization. Her efforts in training not just employees but also partners at Ferns N Petals have resulted in a renewed understanding of customer experience for all stakeholders. She has spearheaded the process of implementing NPS and making it the key customer experience metric at Ferns N Petals. With a keen focus on establishing a strong process that enables delivering great customer experience, Shweta shares her challenges and rewards through this journey.

Read how Shweta is relentlessly working towards “100% smile guaranteed.”


Carla Haines – Director of Sales Support Operations, Customer Experience, and Marketing, Colt Data Centre Services

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Carla has one of the most prolific growth stories. Starting her career as a Personal Assistant at Colt, she made her way to becoming Director of Sales Support Operations, Customer Experience, and Marketing. People who’ve worked with her have found her to be the most driven and customer-centric professional they have ever worked with. Carla possesses the know-how of on-the-ground operational challenges of delivering great customer experience. She is, therefore, best positioned to realize Colt’s vision: “To be the most trusted and customer-centric data center operator.”

Read how Carla is working towards an inspiring goal.


Radhika Aggarwal – Co-Founder and Chief Business Officer, ShopClues

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Radhika is the first Indian woman co-founder to be a part of the prestigious Unicorn Club. With her experience of working at Goldman Sachs and later at Nordstrom, Radhika brings a well-rounded view of customer experience and strategic growth. As a woman business leader herself, she strongly believes in empowering more women to assume leadership roles in all industries.

Read how Radhika ensures that a top-class experience is delivered to her customers.


Devika Vittal – Director of Customer Experience, UAE Exchange

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Devika’s career path in the financial services industry is top-notch, to say in the least. Working in customer-facing roles, Devika developed a keen understanding of customer experience early in her career. Utilising her knowledge and experience in the CX space, Devika spearheaded the CX initiatives at UAE Exchange that helped it to win two Customer Experience Benchmarking Index Awards in 2014.

Read how Devika’s meticulous and well-planned strategies have helped UAE Exchange win accolades in CX.


Dr. Maneesha Pednekar – Director of Process and Quality, Atos International

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Dr. Maneesha Pednekar is an ocean of knowledge in the customer experience space. With a Ph.D. in Management Studies covering research in Service Quality, Customer Experience, Application of Quality Standards & Models, Dr. Maneesha brings depth in her work that enables huge complex organizations to become customer-centric. She has varied interests and effectively consolidates her experience in the corporate world with other passions such as academics, writing, and research.

Read about Dr. Maneesha’s inspiring story here.


Aryama Dutta Saikia – Chief Operating Officer, Jamboree Education Private Limited

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Aryama is COO at Jamboree Education, India’s leading and most trusted brand for education abroad. She has spearheaded the success of Jamboree by ensuring that her customers are at the core of the decision-making process. The fact that Aryama has been crucial in expanding Jamboree from a 15-center organization to a 35-center organization with a global presence speaks volumes about her customer-centric leadership skills.

Read how Aryama is ensuring Jamboree delivers great education with great CX.


Sonia Bhatia Salmin – Customer Experience Specialist

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Coming from the hospitality industry, Sonia was already exposed to the world of customer experience management. But when she was tasked with bringing about a customer-centric transformation for one of India’s biggest pharmaceutical companies, she was faced with a unique set of challenges. Sonia realized there was more work to be done inside the organization than outside with the customers. Her relentless effort, meticulous planning, and step-by-step approach made the vision a reality.

Read Sonia’s inspiring journey of building a customer-centric culture at Piramal Pharma Solutions.


Zahra Khan – CEO and Editor-in-Chief, Hauterfly

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There is perhaps no one better than Zahra in the fashion blogging space. Her experience in the fashion, lifestyle, and luxury business gives her a unique view of the industry, which she utilizes to deliver the best content experience to the readers of thehauterfly.com. From launching and scaling marketing strategies for brands such as Gucci, Jimmy Choo, and Bottega Veneta in India to heading the content division for the fashion e-commerce website Stylista, Zahra has done it all. Keeping the customer at the core has helped her deliver prolific results throughout her professional career.

Read how Zahra is transforming fashion and lifestyle blogging.

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