This week, I brought the CX girl gang out of the group chat and into the podcast for a conversation about careers, leadership, and the reality of running CX teams.

Ashley Harris (CXM @ Caraway), Cati Brunell-Brutman (CXM @ Glossier), Molly Meetz (Director of CX @ Corso), Leanna Nazzizi (Senior Director of CX at Victoria Beckham Beauty), Nancy Gurd (Director of CX at Caraway), and Lauren Schorr (Director of CX at Nestig) joined me to talk about how none of us actually planned to end up in CX, the skills we picked up from past careers (theater kids and forensics majors, we see you), and why CX is more than just answering tickets.

We also got into some hot takes—like why the customer isn’t always right and why companies need to stop underfunding CX.

If you’re a CX leader, building a team, or just trying to make customer experience better where you work, this episode is for you.

Listen now for real talk on:

The unconventional career paths that led us to CX
Why CX deserves a seat at the table (and a real budget)
How to build a CX team that doesn’t burn out
The power of community in making CX leadership more sustainable

📲Connect with the Girls on LinkedIn:

Ashley Harris (Caraway): https://www.linkedin.com/in/ashleymacy/

Cati Brunell-Brutman (Glossier): https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/

Molly Meetz (Corso): https://www.linkedin.com/in/molly-meetz/

Leanna Nazzizi (Victoria Beckham Beauty): https://www.linkedin.com/in/leanna-nazzisi/

Nancy Gurd (Caraway): https://www.linkedin.com/in/nancy-gurd-17b67a209/

Lauren Schorr (Nestig): https://www.linkedin.com/in/lauren-schorr-69b0101aa/

Special offer:

❤️‍🔥Use "ABOVETHEFOLDPOD" for 20% off between 1st-31st of March at Caraway ❤️‍🔥

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://x.com/jesscervellon

Instagram: https://www.instagram.com/jess.cervellon/

Miguel Dors

The AI-powered Podcast Player