CX Queens: Living, Leading, Learning, and Taking Over the CX Industry

Some podcasts bring in one guest. Maybe two. But this week? I packed the room with six of the smartest, funniest, most experienced CX leaders I know. Ashley Harris (CXM @ Caraway), Cati Brunell-Brutman (CXM at Glossier), Molly Meetz (Director of CX at 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)—aka some of my favorite people from the CX girl gang—joined me for an unfiltered conversation about our careers, leadership, and why CX deserves more respect in the business world.

We talked about how none of us actually planned to end up in CX (spoiler: nobody does), the skills we picked up from our past jobs that make us better leaders, and the hard truths about what it takes to build a team that actually enjoys their work. Plus, we got into some spicy takes—like why the customer isn’t always right and why companies need to stop treating CX like an afterthought.

If you’ve ever felt like CX is the unsung hero of a business (because it is), this episode is for you. Let’s get into it.

How We All Landed in CX (Hint: No One Planned It)

Nobody goes to school thinking, I’m going to be a CX leader when I grow up. It just doesn’t work like that. And if you ask most people in this field how they got here, you’ll hear a different story every time.

Lauren Schorr trained in musical theater, spent years acting, and realized she looked forward to her restaurant day jobs more than auditions. Leanna Nazzizi was into forensic science before life had other plans. And the list goes on—all the girls have their own unexpected pivots that led them to CX.

But even with different career paths, there’s a common thread: empathy. Every person in this episode is wired to understand people, solve problems, and make things better. CX isn’t just about answering tickets—it’s about creating experiences that feel effortless for customers. And that’s why people who started in theater, psychology, or even teaching find themselves right at home in this field.

Why CX Deserves a Seat at the Table

CX is not just support. It’s not a cost center. And it’s definitely not just the team that deals with problems after they happen.

CX is more than answering tickets

A lot of companies treat CX like a reactive function. Something goes wrong, CX cleans it up. But the best brands understand that CX should be proactive. It’s about designing an experience that makes customers want to come back, not just fixing issues when they happen.

CX and marketing should be best friends

Who understands customers better than the people talking to them every single day? CX teams know what customers love, what confuses them, and what keeps them from buying again. That’s why CX should have a voice in marketing. It’s not just about responding to customer complaints, it’s about using real insights to create better messaging, smarter retention strategies, and campaigns that actually resonate.

VOC should be part of every decision

Nancy Gurd put it best: at Caraway, every department speaks VOC (Voice of Customer). It’s not just a CX thing—it’s a company-wide priority. When CX insights are shared across teams, brands make smarter product decisions, avoid unnecessary friction, and build experiences that actually serve their customers.

The bottom line? The best brands don’t treat CX as an afterthought. They build it into every part of the business.

Leading CX Teams Without Burning Them Out

CX leaders talk a lot about taking care of customers, but let’s be real—taking care of your team matters just as much. If your team is running on fumes, they won’t be able to deliver great experiences. And in CX, burnout is real.

Culture makes or breaks a CX team

Molly Meetz said it best—when your job is dealing with frustrated customers all day, you need moments of levity. At Corso, her team kicks off standups with 15 minutes of pop culture talk. Katie Brunell-Brutman swears by “floor time” (yes, literally lying on the floor) to reset after tough interactions. The point? Building a CX culture where people feel supported, not drained, makes a huge difference.

Leadership sets the tone

A CX team is only as strong as its leadership. Ashley Harris talked about how she learned what not to do from past managers—things like micromanaging, skipping 1:1s, and making agents feel like an afterthought. Good leadership means giving your team the autonomy to own their work while knowing you have their back when things get tough.

Feedback isn’t scary—it’s necessary

Lauren Schorr, who came from a theater background, learned early that feedback is just part of getting better. That applies to CX, too. Whether it’s coaching agents or collecting customer insights, the best teams treat feedback as a tool, not a threat. And when feedback is a regular part of your culture—not just something that happens in a yearly review—it builds stronger teams and better experiences.

The best CX teams aren’t just good at supporting customers—they’re built to support each other.

Final Thoughts: The Power of Community in CX

CX can be a lonely job if you don’t have the right people in your corner. Leading teams, advocating for customers, and pushing for better experiences takes a lot—and having a group that gets it makes all the difference.

Why having a CX squad matters

The group chat isn’t just for memes (though, let’s be real, it’s a big part of it). It’s where real conversations happen—about strategy, team management, and the wild things we see in this industry. Peer support makes CX leadership more sustainable. Whether it’s venting about a tough situation, sharing best practices, or hyping each other up before a big presentation, having a CX crew makes the job easier.

A shoutout to the group chat & the future of CX

This episode was a love letter to the power of community. Ashley, Cati, Molly, Leanna, Nancy, and Lauren are proof that CX isn’t just a job—it’s a space where smart, empathetic people come together to create something better. If you don’t have a CX crew yet, find one. And if you can’t find one, build one.

CX is only getting bigger, and the people shaping its future are the ones supporting each other along the way.

Catch the Full Episode Now

Want more unfiltered insights from the industry’s top CX leaders? Listen to the full episode of Above the Fold now. Trust us—you won’t regret it.