The Rising Star Award
This is in recognition of the women in the pipeline of up-and-coming industry talent who are set for a bright future ahead. These women inspire others by role-modelling the Women in CX values of courage, collaboration, inclusivity, authenticity, and audacity and are taking bold steps to shape their careers in their own way, on their own terms.
Winner!
Kajol Patel
Principal, Gate One
Kajol Patel is not only a rising star in the CX space, she’s blazing a trail that’s redefining what’s possible for the next generation of customer experience leaders.
With just under a decade of experience, Kajol has already delivered large-scale transformation for some of the world’s most recognised brands, across sectors from retail and tech to luxury and telecoms. Her signature approach? Combining human-centred design with commercial strategy to create standout customer propositions, journeys, and digital products.
During her time at Deloitte Digital, Kajol built the Customer Experience Strategy capability from the ground up, scaling the team, designing new go-to-market propositions, and influencing both internal stakeholders and C-suite clients. Whether it was embedding a CX-led roadmap at Specsavers, reimagining omnichannel engagement at Burberry, or launching a brand-new product vertical with Dyson, her work consistently delivered business impact and elevated customer outcomes.
Now at Gate One, Kajol continues to innovate, leading strategy and transformation initiatives, mentoring future talent, and helping retail clients unlock new opportunities through customer-first thinking.
Judges praised her “remarkable intensity and consistency of achievement,” calling her trajectory “profoundly inspiring.” One added:
“Kajol’s blend of commercial sharpness and CX creativity makes her not just a future leader—but one already shaping the future.”
Outside of client work, Kajol is deeply committed to lifting others. She mentors emerging professionals, speaks regularly on CX and digital futures, and runs a popular YouTube channel demystifying the consulting world for young professionals.
With accolades like MCA Young Consultant of the Year finalist and Women of the Future: Tech & Digital runner-up under her belt, Kajol’s impact is already far-reaching. And the best part? She’s just getting started.
Highly Commended!
Rebecca Gordon
Head of Online Customer Experience, Westminster City Council
Rebecca Gordon is a bold, values-driven leader transforming public services through digital innovation. With a background in cloud consulting and a deep commitment to human-centred design, she’s spent the last seven years reshaping how Westminster City Council serves its citizens, building faster, fairer, and more inclusive experiences that genuinely work for people.
Her journey from Junior Project Manager to Head of Online CX is a testament to her grit, empathy, and forward-thinking leadership. Whether standing up emergency contact centres during the pandemic or leading complex multi-team digital programmes, Rebecca consistently shows up with care, clarity, and conviction.
One of her standout achievements is Westminster’s award-winning Report It service. By introducing generative AI and image recognition, she halved reporting times and radically improved accuracy, but what mattered most was how the team worked: with residents, not just for them. This project has become a model of best practice, influencing digital teams across the sector and earning national recognition.
Beyond delivery, Rebecca is also a dedicated mentor and advocate. She’s supported rising talent both inside and outside the council, spoken at industry events, and made space for underrepresented voices to be heard. Her story — from non-traditional beginnings to CX leadership — is already inspiring others to consider public service not as a fallback, but as a future to aspire to.
Rebecca is known not just for driving change, but for doing it with humility, creativity, and a fierce belief in people. Judges praised her authenticity, courage, and commitment to raising others as she rises. If this is what the future of leadership in public service looks like, we’re in very good hands.
