Published on April 15, 2024, 11:43 pm

In the realm of Artificial Intelligence, particularly in Generative AI applications, the significance of inclusion cannot be overstated. Asia, with its diverse population encompassing various ethnicities, cultures, languages, and traditions, underscores the importance of creating an inclusive environment to enhance the customer experience effectively.

Businesses striving to cater to the needs and preferences of their clientele must embrace diversity and foster inclusion. By doing so, companies can gain a deeper understanding of customers’ perspectives and requirements, leading to the development of more personalized and tailored products and services.

Inclusive practices play a pivotal role in building trust and loyalty among customers. Incorporating inclusive strategies into business operations enables companies to tap into different market segments and reach a broader customer base. Prioritizing inclusion, including initiatives like women’s inclusion, not only enhances the overall customer experience but also contributes significantly to the long-term success and sustainability of businesses within Asia’s dynamic market landscape.

Jacqueline Guichelaar, senior vice president and general manager of customer experience for Asia Pacific, Japan, and Greater China at Cisco, emphasizes that promoting inclusion is both morally commendable and a strategic business decision. She highlights how inclusive teams have been shown to make better decisions up to 87% of the time based on data from reputable sources like McKinsey publisher reports and Harvard Business Review.

Guichelaar stresses that gender diversity positively impacts customer satisfaction levels which in turn can accelerate a company’s growth trajectory. Particularly focusing on women’s inclusion, she recognizes the value they bring through traits like emotional intelligence and empathy in understanding customer concerns and devising appropriate solutions.

At Cisco, where Guichelaar previously served as a long-standing customer before transitioning into her current role within the company, she appreciates the culture centered around care for individuals. Cisco’s commitment to empowering an inclusive future reflects in its substantial investments worldwide aimed at leveraging technology to benefit communities.

Despite advancements in female representation in technology over the years globally – rising from 9% in the early 2000s to approximately 35% presently – challenges persist regarding women’s progression into senior leadership roles within certain regions like Asia Pacific Japan. Guichelaar advocates for leading by example by actively seeking diverse talent to compose robust teams that draw strength from their varied perspectives.

Cisco’s success in fostering inclusivity is attributed to regular discussions and performance reviews that monitor progress towards diversity goals. Technology plays a crucial role in reaching underserved communities as per Guichelaar’s viewpoint on utilizing diverse perspectives for achieving favorable outcomes for customers.

She underscores Cisco’s collaborative culture as more than just a buzzword but rather as a genuine ethos that fuels team success through unity regardless of individual roles or responsibilities. The emphasis on collaboration extends beyond internal dynamics to external interactions with customers ensuring optimal outcomes grounded in diversity-driven excellence.


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