In this episode of Get Out of Wrap, I’m joined by the brilliant Shameem Smillie – CX leader, writer, speaker, one of the founding members of Women in CX, and Senior GTM Specialist for EMEA at Amazon.

Shameem’s journey is anything but conventional. From leaving school with no qualifications, to serving 13 years in the British Army, to becoming one of the most respected voices in customer experience and contact centres, this is a conversation about resilience, representation, courage, and doing the work.

We talk openly about:

• What the military taught her about leadership, teamwork, and accountability

• Why contact centres are the beating heart of organisations

• The reality of representation, allyship, and advocating for others

• Why AI shouldn’t scare us and how it can genuinely help agents and leaders

• The importance of culture, candour, and speaking truth in organisations

This episode is honest, funny, powerful, and deeply human.
If you care about leadership, CX, people, and progress then this one’s for you.