Tech’s Hidden Shift: Why Women Are Now Leading Customer Experience

The Quiet Revolution in Tech Leadership

For decades, the tech industry seemed like an exclusive club—dominated by men with STEM degrees and technical expertise.

But things are changing.

Today, a quiet revolution is redefining who leads in tech.

Women, including those from non-STEM backgrounds, are stepping into influential roles, shaping not just the technology we use but how it connects with people.

At the heart of this shift is a new focus: customer experience (CX).

Tech is no longer just about functionality; it’s about creating solutions that enhance lives—and women are uniquely positioned to lead this transformation.

The 100 Women in Tech project shines a light on this evolution.

It reveals a powerful truth: Women aren’t just participating in tech; they’re driving innovation, redefining leadership, and setting the stage for a more inclusive, customer-focused future.

Why Customer Experience Is Changing the Game

Moving Beyond Technology

Tech isn’t just about coding, hardware, or building cool gadgets anymore.

It’s about solving real-world problems and making life easier for people like you and me.

Think about the apps you use every day—whether it’s to stream your favorite shows, book a ride, or connect with friends.

The best ones don’t just function well; they make you feel like they were designed specifically for you.

This shift to focusing on you—the user—is where customer experience (CX) comes in.

And here’s where it gets exciting: Women are uniquely positioned to excel in this space.

Why Women Are CX Rockstars

Let’s talk about the qualities that make CX leaders successful.

Empathy, collaboration, and problem-solving are at the top of the list.

These are skills many women naturally excel in—and it’s showing in how they’re shaping customer-centric tech.

They don’t just see a product; they see a solution to a user’s problem.

Take Anja Schneider, global head of customer engagement at SAP.

Instead of getting bogged down in the tech details, Schneider starts by asking a simple question:

“What does the customer need?”

This customer-first mindset allows her to build solutions that actually solve problems.

It’s practical, it’s effective, and it’s why women like Schneider are thriving in CX leadership roles.

Why CX Is a Game-Changer

Prioritizing CX isn’t just good for customers—it’s great for businesses.

A PwC study revealed that 73% of consumers say a good experience influences their buying decisions.

And get this: Companies that focus on CX are 60% more profitable than those that don’t.

The message is clear.

When you prioritize the customer, everyone wins.

Happy customers lead to loyal customers. Loyal customers lead to sustainable growth.

It’s a no-brainer.

The Rise of Women with Non-STEM Backgrounds

Breaking Stereotypes

For years, tech leadership seemed reserved for those with STEM degrees and coding skills.

But times are changing.

Today, the industry values diverse skill sets—and it’s about time.

The 100 Women in Tech study spotlights women who’ve taken unconventional paths to leadership.

Take Eva Bacon, for instance.

She started with a degree in literature, not computer science.

Now? She’s leading transformation projects at Google, proving that creativity and critical thinking are as essential as technical know-how.

Then there’s Sarah Mang-Schäfer, whose journey is equally inspiring.

With a background in art, she’s now a cloud engineering leader, combining creativity with tech to solve complex problems in unique ways.

These women are redefining what it means to succeed in tech.

The Role of Flexibility

What’s making this shift possible?

Flexible hiring practices.

Companies are beginning to understand that talent doesn’t always fit neatly into traditional job descriptions.

Instead of rigidly defined roles, they’re creating positions that value transferable skills—like communication, problem-solving, and creativity.

This approach is particularly empowering for women who bring fresh perspectives to the table.

Think about it: When roles are designed with flexibility in mind, the door opens wider for diverse candidates.

And diversity isn’t just good optics—it’s good business.

Studies show that diverse teams are more innovative and better at solving problems.

The Role of AI in Creating Opportunities

New Careers, New Challenges

Artificial intelligence (AI) is reshaping the job market, creating a wave of new opportunities across disciplines.

Fields like data science, AI ethics, and user experience design are booming—and they’re attracting women from diverse academic and professional backgrounds.

These roles don’t demand a coding-heavy foundation. Instead, they value creativity, problem-solving, and human-centric thinking—skills where women often excel.

But there’s a catch.

AI, while offering exciting possibilities, isn’t immune to the biases of its creators.

Eva Zauke, executive VP at SAP, highlights this dual-edged reality.

AI can help break down traditional barriers to entry, but it can also amplify biases if we’re not careful.

Think about it: An algorithm is only as unbiased as the data it’s trained on—and the perspectives of the people designing it.

This means the very technology that promises to level the playing field could inadvertently reinforce inequities if diverse voices aren’t part of the process.

Why Diversity Matters in AI

Zauke doesn’t mince words when discussing the stakes.

“AI inherits human bias,” she explains.

When the majority of AI developers come from similar backgrounds, the algorithms they create can unintentionally exclude or disadvantage certain groups.

This is why having more women in AI development isn’t just nice to have—it’s essential.

Diverse teams bring fresh perspectives, challenge assumptions, and help ensure that AI systems are fair and inclusive.

And there’s a practical benefit too.

Europe’s tech sector faces a significant talent gap, especially in AI-related fields.

Involving more women isn’t just about equity; it’s about meeting the demand for skilled professionals.

By tapping into underrepresented talent pools, companies can fill roles faster and innovate smarter.

Women Redefining Leadership in Tech

Empathy as a Leadership Superpower

Leadership in tech is undergoing a transformation.

Gone are the days when being a great leader meant issuing orders from the top.

Today, it’s about collaboration, trust, and understanding—and empathy is leading the charge.

Women are redefining what it means to lead by putting people first.

Take Stephanie Karger, for example.

She’s embraced a leadership style that focuses on empowering her team.

Instead of micromanaging, she fosters trust and autonomy, giving her team members the freedom to make decisions and grow.

The result? A workplace where people feel valued and included.

When leaders show empathy, it’s not just a nice gesture—it creates a culture where innovation thrives because people feel safe to take risks and share ideas.

Visionaries Driving Change

Empathy isn’t the only tool in the kit. Vision plays a crucial role, too.

Leaders like Fiona Taylor are proving that you can combine technical expertise with a commitment to diversity—and drive real change.

Taylor’s career in manufacturing strategy might seem far removed from gender diversity, but she’s managed to connect the two.

She’s not just optimizing processes or making decisions about operations.

She’s advocating for more inclusive workplaces, ensuring that the next generation of leaders includes more women.

Her approach is clear: diversity isn’t just about filling quotas—it’s about creating environments where women can thrive and contribute fully.

Why This Matters

Empathy and vision aren’t just leadership buzzwords; they’re game-changers.

When women lead with these qualities, they’re not only driving innovation but also shaping a workplace culture where everyone—regardless of gender—can succeed.

Challenges Women Still Face

Representation Gaps

Despite the strides women have made in tech, representation gaps remain a stark reality.

Too often, women find themselves as the lone female voice in male-dominated rooms, board meetings, or project teams.

This lack of representation isn’t just an issue of optics—it’s a missed opportunity for innovation and balanced decision-making.

While initiatives like SAP’s Women in Tech are actively working to close this gap, the path to true equality is long and requires consistent effort.

These programs provide mentorship, networking opportunities, and platforms for women to connect, but systemic change goes beyond initiatives.

It requires companies to actively reevaluate their hiring practices, leadership pipelines, and workplace cultures.

The Confidence Conundrum

Even when opportunities arise, many women hesitate to seize them.

Why?

It often boils down to confidence—or the lack of it.

Research shows that women are less likely than men to apply for roles unless they meet 100% of the qualifications, while men typically apply if they meet just 60%.

This “confidence gap” becomes a self-perpetuating cycle.

When women hesitate to take on visible roles, it reinforces the notion that female leaders are rare, which in turn discourages others from stepping forward.

Breaking this cycle requires a twofold approach.

First, companies need to create environments that actively encourage women to take risks and step into the spotlight.

Second, women themselves need to be empowered with tools, mentorship, and support systems to boost their confidence and amplify their voices.

Public-speaking workshops, leadership training, and peer support networks can make a huge difference.

Why This Matters

The absence of diverse voices in leadership isn’t just a women’s issue—it’s everyone’s loss.

Without balanced representation, organizations risk overlooking valuable perspectives, stifling innovation, and alienating key stakeholders.

The Future of Tech: Women at the Helm

A New Narrative for Leadership

The tech industry is evolving, and with it, so is the definition of leadership.

Gone are the days when leadership was synonymous with technical expertise alone.

Today, qualities like collaboration, empathy, and strategic vision are just as critical—if not more so.

This shift is creating a golden opportunity for women to step in and lead.

Women bring diverse perspectives to the table, and these perspectives are transforming the industry’s focus.

It’s no longer just about creating innovative products; it’s about solving real problems, enhancing customer experiences, and ensuring technology serves everyone.

By leveraging their unique strengths, women are not only stepping into leadership roles but also reshaping the way tech prioritizes people over processes.

This isn’t about “filling roles”; it’s about changing the game entirely.

Driving Inclusive Innovation

Diversity in leadership isn’t just a nice-to-have—it’s a competitive edge.

Studies have consistently shown that diverse teams outperform their homogenous counterparts in innovation and decision-making.

Why?

Because varied perspectives lead to better problem-solving and more user-friendly solutions.

As more women enter tech leadership, they’re bringing fresh ideas and challenging outdated norms.

Take customer experience, for example. Women leaders are driving a shift from product-centric to people-centric innovation, ensuring technology is accessible, intuitive, and impactful.

This isn’t just good for the industry—it’s good for society.

Inclusive tech means solutions that work for everyone, not just a select few.

And the best part? Women’s growing presence in leadership ensures this inclusivity becomes the norm, not the exception.

Why It Matters

The future of tech is more than just code and algorithms—it’s about creating a world where technology empowers and uplifts everyone.

Women at the helm bring the vision and leadership needed to make this future a reality.

Conclusion: Building a Future Together

The 100 Women in Tech project highlights a pivotal truth: Women are shaping the future of technology, driving innovation, and transforming how tech serves the world.

From leading customer experiences to tackling AI biases, their impact is undeniable.

To sustain this progress, we must foster inclusive workplaces, amplify diverse voices, and champion women as leaders and innovators.

This isn’t just about opportunities; it’s about building an industry where everyone thrives.

Together, we can create a tech landscape that’s inclusive, innovative, and driven by diverse perspectives. The future of tech belongs to all of us—let’s build it together.