A Mathematician turned CX Passionate—that’s who Rosebella is!
We were glad to hear the story of a driven professional who interacted with a number of Customer Experience professionals while in commerce, and when it was time for a shift, it was very clear that Customer Experience was her new playing field.
The Global Head of Customer Experience at Engie Energy Access is a product of people who believed in her, but beyond that, her go-for-it mindset, determination, and focus have enabled her to rise through the ranks in Customer Experience in a very short time.
We admire her spirit!
While her story offered a ton of insights, these were the top ten lessons we picked:
- CXers come in as educators. They should show enthusiasm for understanding the whole business and take time to understand each department, their lingo, and their pain points.
- CX professionals should make it their goal to build and create relevance for the CX agenda: to push CX as part of strategic direction, not just as a support function.
- The entire environment that nurtured you are the shoulders in which you stand therefore go for it; Walk into rooms like you own it, decide to be who you are and who you’ve been empowered to be.
- Always have a growth mindset. Ask the right questions, leverage curiosity, and register what matters.
- Gel customer experience with other transferable skills. If you’re good with numbers, use that strength to drive CX.
- A question CX professionals should ask themselves is whether they are taking their customers along or just moving.
- Don’t be shy to admit you don’t know. If you haven’t navigated an environment before, have an accelerator mindset. Reach out to experts who have done this before.
- To young professionals: Relearn, unlearn, and keep learning. Accelerate your learning. Consume all you can from articles to podcasts and always seek counsel.
- It’s high time CX professionals begin to consider crafting CX strategies to march the Sustainability Agenda because that is not going away.
- The Future of Customer Experience is defined by technology but also a balance between humanity and embedding technology in customer journeys.
