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Home Blog EP#82 - Diversity, Equity, and Inclusion with Sommer Green
23Sep

EP#82 - Diversity, Equity, and Inclusion with Sommer Green
By Claire Wescombe | Blog, Podcast, Couple, DEI, CX | 23 Sep 2024 |
🎧 LISTEN ON SPOTIFY 🎙️LISTEN ON APPLE PODCASTS
In this episode, Brad welcomes Sommer Green.
Sommer is an accomplished CX leader with a diverse professional background in media, events, FMCG, health and wellness, pharmaceutical and financial services.
In this episode, Sommer and Brad talk about all things Diversity, Equity, and Inclusion within the workplace.

The Role of Customer Experience


In the realm of customer experience (CX), the ability to challenge norms is particularly important. Sommer's passion for improving customer interactions in industries like insurance and pharmaceuticals highlights the significance of empathy and understanding in creating positive experiences. In highly regulated sectors, where processes can often be rigid and bureaucratic, the challenge lies in finding ways to humanize the experience for customers.

Sommer emphasizes that her work in CX is not merely about increasing sales but rather about making a meaningful impact for individuals during challenging times. This perspective reflects a broader understanding of customer needs that transcends traditional business metrics. By challenging the conventional focus on profit and efficiency, leaders like Sommer advocate for a more customer-centric approach that recognizes the emotional and psychological aspects of customer interactions.


Diversity, Equity, and Inclusion (DEI)

Another key aspect of challenging norms through diverse experiences is the commitment to diversity, equity, and inclusion (DEI). Sommer’s insights on DEI as an integral part of workplace culture underscore the need for organizations to embrace a multifaceted view of inclusivity. DEI is not a one-dimensional initiative led solely by human resources; rather, it should permeate every aspect of organizational life.


By fostering an inclusive environment, organizations can benefit from a variety of perspectives that challenge traditional hierarchies and practices. This diversity of thought leads to more innovative solutions and a deeper understanding of customer needs. For instance, as Sommer mentioned, her partner's experience as a trans individual in the workplace adds another layer to the conversation around inclusivity. Engaging in discussions about diverse experiences allows organizations to identify and address systemic barriers that may hinder progress.


Breaking Down Barriers to Inclusivity

Brad and Sommer's discussion reveals that many individuals do not initially consider certain industries, such as insurance or pharmaceuticals, as desirable workplaces. This perception can be changed through effective DEI strategies that not only promote inclusivity but also rebrand these industries as progressive and welcoming. By showcasing diverse role models, sharing success stories, and demonstrating a commitment to social good, organizations can begin to dismantle the barriers that prevent talented individuals from entering these fields.

Sommer expresses how having open dialogue about biases and experiences can lead to a deeper understanding of the challenges faced by various groups within the workplace. Sommer's reflections on the queer community's experiences highlight the importance of listening to diverse perspectives and incorporating them into organizational practices. By creating safe spaces for employees to share their thoughts and feelings, organizations can better address the unique needs of their workforce.


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