Member Spotlight: Olivia Hogg
“When we look in the mirror, we need to recognise that every step, every decision, has led us to the moment we stand in and the reflection that we see looking back at us, and we should always be proud of what we see.”
From studying psychology and organisational behaviour to becoming a Customer Experience Specialist, Olivia Hogg has built a career rooted in one simple belief: whatever line of work she ended up in, it would involve helping people.
Now working at FCT, just outside of Toronto, Canada, Olivia leads projects spanning the entire customer journey, from customer journey mapping to service excellence training, keeping a pulse on every moment that matters to the customer experience.
Her path into CX began with a single training session, a coffee chat, and a mentorship that changed the course of her career.
In this inspiring conversation, Olivia reflects on the mentorship that shaped her path into CX, the pressure to conform she's pushed back against throughout her life, and why she believes every challenge is worth building on rather than leaving behind.
To begin, could you tell us a bit about yourself?
My role today is as a Customer Experience Specialist at FCT, currently based just outside Toronto, Canada. I would love to tell you what my day-to-day looks like, but frankly, it hasn't been the same since I joined the CX team over a year and a half ago!
Working in the real estate transaction industry, I can sometimes feel like a little fish in a big pond. Mortgages, claims, title insurance – all "scary" things for someone who went to school to study psychology and organisational behaviour; however, I firmly believe that those theories have helped me tremendously with my work today.
Some of the projects and initiatives I lead include customer journey mapping to get a holistic understanding of what a customer goes through and to shed visibility on the moments that matter, to fix the parts that may be a bit rusty, as well as service excellence initiatives that train and sustain our employees with the skills to deliver remarkable service during each customer interaction.
To be frank, my work spans across the entire customer journey, from implementation and brainstorming to post-interaction and employee training; I get to keep a pulse on the entire experience a customer has with our company.
After I clock out, I enjoy one of the many hobbies I've picked up over the years. I play a variety of sports, currently in my beach volleyball phase. I'm a singer/songwriter and enjoy playing my piano or guitar to wind down after a long day.
I'm an avid craft enthusiast who needs to stop picking up new projects before finishing whatever I'm working on! I am also a wife and cat mom to two beautiful kitties, Sophie and Ella. (Oh, I also LOVE all things Disney!)
How did you get where you are today?
I always knew that whatever line of work I ended up in, it would involve people. More specifically, helping people.
I graduated from the University of Guelph-Humber with an Honours Bachelor of Applied Science in Psychology with distinction, a Diploma in General Arts and Science, and a Certificate in Organisational Behaviour. While I thoroughly enjoyed my education, I felt stuck post-graduation, with growing pressure to find full-time work and make a living.
I started off in the processing/admin world, first in disability claims and then moving over to my current company as a mortgage discharge coordinator. I moved quickly to a Team Lead role, and from there I felt the craving for something more. Luckily enough, "more" was just around the corner.
During a mandatory employee training session, I met Tanya Fowler, the Head of Customer Experience here at FCT. The way she pulled engagement, and the attention she put on what customer experience truly is, had me hooked instantly! Immediately after the training, I fired off an email to Tanya, eager to set up coffee chats, and we just "clicked"! She graciously offered me mentorship, which included strategy and brainstorming sessions, getting me set up with the Customer Experience Leadership and Implementation Program from Acceleration Strategy Inc, and 1 year later she had a posting available within her CX team, and I knew it was my time to shine!
I tend to tell myself that getting to where I am today was luck, but I know that is not the case. My mindset has always stayed the same, from early high school to today: when I feel a spark of passion, I jump on it. I do the research, I create the plan, and I lock my sights on that goal.
It's easy to discredit ourselves, and I know plenty of women who do the same, but when we look in the mirror, we need to recognise that every step, every decision, has led us to the moment we stand in and the reflection that we see looking back at us, and we should always be proud of what we see!
“My mindset has always stayed the same, from early high school to today: when I feel a spark of passion, I jump on it. I do the research, I create the plan, and I lock my sights on that goal.”
What were the main challenges you faced as a woman in CX?
As a woman, the pressure to please and conform has always shaped the decisions I make. I felt pressure to pick from a short list of acceptable education paths, regardless of what I was truly interested in doing, and keep my head down and avoid making waves.
Unfortunately for society, riding waves and making a splash is in my DNA. I will always be the first one to speak out, make my voice heard, and share ideas regardless of the setting. I can't even count on both hands how many times I've been told "You're too loud" or "Just leave it alone", but I can confidently say that each time I've heard this, I've continued to make myself heard.
I'm extremely fortunate to be part of a team and company that encourages and celebrates women, and this has allowed me to flourish and grow both in my career and on a personal level.
It's easy to say, "forget about the past" and "put your hardships behind you", but I believe it's important to build off of challenges because it will continue to make you resilient and ready for the next hurdle.
Tell us about a moment that shaped you into the woman you are today.
I was 17 years old when I moved away from home to begin University, and the sudden rush of independence, responsibility, and freedom definitely hit hard. I began to really suffer my first bout of anxiety and had to learn how to manage this away from home and in the midst of a hectic schedule. There were so many unknowns, so much pressure to succeed, and my brain did not want to handle all of the wondrous things life likes to throw at you at once!
There was no option to quit, there was no option to run away, and I knew that applying myself and giving it my all was the only choice. My four years at university were not a walk in the park, and I'm sure plenty of people can relate, but I can say I walked away a changed woman.
I grew my confidence, found my identity, began to explore my values and virtues, and gained knowledge and skills that I've carried with me and developed with each passing experience.
“I grew my confidence, found my identity, began to explore my values and virtues, and gained knowledge and skills that I've carried with me and developed with each passing experience.”
What makes a woman courageous / collaborative / inclusive / authentic?
She holds true to her values, even when they are consistently tested. She continues to grow and evolve but never falters from what makes her unique.
A woman is courageous when she is confident enough to stand up in the room and speak out, knowing that there will always be naysayers, but being brave enough to do what's right.
This also includes lending a helping hand to those in need, fostering inclusivity and safe spaces where she can rally around a community to uplift those facing hardship.
We must remember to build others up, and I know the phrase is very cheesy, but I truly do believe that "Teamwork makes the dream work"!
Keep the Conversation Going
Olivia's journey is a reminder that a single conversation, followed up with courage and initiative, can change the entire trajectory of a career.
Her path into CX shows the value of mentorship and the willingness to reach out and ask, while her honesty about anxiety, pressure to conform, and being told to quiet down reflects her belief that our challenges are worth building on, not burying.
Her story also highlights the importance of staying true to your values, no matter how many times you're told to make yourself smaller, and the difference a supportive team can make in helping you flourish.
If you’d like to connect with a community that champions growth, collaboration, and the power of women supporting women, you can join the WiCX Inner Circle waitlist today.
