Have you ever seen the show or movie Wicked? That iconic moment when Elphaba declares she’s “defying gravity” is unforgettable. It’s not just about flying; it’s about the boldness to reject limits and imagine something bigger. For women leaders, CX professionals, and anyone daring to break through barriers, it’s a reminder that transformation often begins with a choice to rise. 

As CX professionals, we often face the same challenges Elphaba sings about—resistance, doubt, and barriers that others believe can’t be overcome. Yet, it is in those moments that we find our strength to create change, to innovate, and to soar. Let’s explore how the themes of Wicked and “defying gravity” connect to the challenges and triumphs in CX, and what they teach us about leadership

The Parallel Between Wicked and Customer Experience (CX)

In Wicked, Elphaba is constantly told to stay in her place, conform, and follow the rules. But she knows she’s destined for something greater. Her decision to “defy gravity” is not just an act of rebellion but a declaration of self-belief and a refusal to be limited by the expectations of others. This is precisely the mindset we need in customer experience.

Customer Experience leaders are often told:

• “That’s not how we’ve always done it.”
• “Our customers won’t notice the difference.”
• “The ROI isn’t clear.”

Sound familiar? Innovating in CX can feel like swimming upstream—or, in Elphaba’s case, flying into a storm. Yet, the best CX strategies often emerge when we challenge the status quo and push for change. Whether rethinking customer journeys, introducing empathetic AI, or creating hyper-personalized experiences, great CX requires the courage to rise above resistance.

The Courage to Lead: Lessons from Women Who Defy Gravity

As a woman in leadership, I’ve felt this challenge on a personal level. Breaking barriers, shattering glass ceilings, and rising in male-dominated spaces require resilience and boldness.

I have much to share on this topic, yet I want to highlight two others for inspiration.

My Mother’s Mission

My Mom has faced immense resistance as one of the first women on Wall Street. In a world dominated by men, she had to prove herself constantly, work harder than anyone else, and fight for every opportunity. She actually took vocal lessons to sound like a man so she’d be heard and seen. (Details in the video). Mom didn’t just survive; she thrived. Her journey paved the way for other women to follow, including me and my children. 

Professor Lisa Kaplowitz rallied Rutgers University to remove barriers, build community, and empower women. Some initially doubted, questioned the feasibility, and resisted the proposed changes. Yet, she didn’t let that stop her. With persistence and vision, she turned skeptics into believers and transformed a meaningful idea into reality. Her journey is a testament to what’s possible when you refuse to back down. Check out Lisa and the team’s impressive CWIB initiatives.

Defying Gravity: 3 Takeaways

1. Embrace Change Fearlessly

The most successful CX leaders understand that change is the only constant. Just like Elphaba, they don’t let fear hold them back. Whether adopting new technologies, pivoting strategies, or overhauling outdated processes, defying gravity in customer experience (CX) requires boldness.

Ask yourself:

• Are you willing to challenge your company’s comfort zone?
• How can you turn resistance into opportunity?

2. Lead with Vision and Purpose

Elphaba’s flight isn’t just about defying the rules; it’s about pursuing her vision of a better world. This translates to staying laser-focused on your purpose: creating exceptional experiences that drive loyalty and differentiation.

Consider:

• What’s your “why”?
• How does your strategy reflect your customers’ needs and values? The same question applies to your workforce.

3. Inspire and Empower Your Team

Just as Glinda’s relationship with Elphaba evolves from rivalry to support, CX leaders must inspire and empower their teams to rise. Building a culture of collaboration, empathy, and innovation is essential for success.

Think about:

• How are you empowering your team to challenge norms?
• Are you creating an environment where new ideas are safe to share and are adopted?

My Journey: Where CX Meets Leadership

For me, CX and leadership are deeply intertwined. I’ve faced my fair share of skeptics, naysayers, and challenges. Yet, every time I’ve chosen to rise above, the results have been worth it. CX is about more than processes and technology; it’s about creating moments that matter—for customers, employees, and stakeholders alike.

In 2025, I’ll be speaking at global events, sharing stories and strategies about breaking barriers and creating transformative customer experiences.

From redefining customer journeys to empowering teams, we’ll explore what it truly means to defy gravity in CX and leadership. Subscribe to my newsletter for recaps and details on where to hear me live.

Closing Thoughts about Defying Gravity

Defying gravity isn’t just a moment—it’s a mindset. Whether leading in CX, breaking barriers as a woman in leadership, or striving for transformation in any part of life, the choice to rise is yours. It’s about challenging norms, embracing bold ideas, and proving that the impossible is just an opportunity waiting for courage.

Like Elphaba, we have moments when we must decide to break free, trust our vision, and soar. In CX, that means creating experiences that transcend expectations. In leadership, it means inspiring others to rise with you. And in life, it means daring to make an impact, no matter the odds.

So, I ask you: What’s your defying gravity moment? How will you rise above doubts, overcome resistance, and lead with boldness? Together, we can redefine what’s possible, creating a future that’s not just impactful but truly extraordinary.

Let’s rise. Let’s lead. Let’s defy gravity.