Creating a Culture of Belonging and Growth: A Leadership Perspective on Enhancing Customer Experience

Culture of Belonging By Smita Hashim, Chief Product Officer, Zoom Communications, Inc.

Here is the full commentary by Smita Hashim for reader’s reference:

“As we celebrate International Women’s Day, it’s vital for leaders to recognize that ‘accelerating action’ for women begins with fostering a workplace where they feel a deep sense of belonging and are empowered to thrive. True belonging stems from an open environment—one where experiences are shared, learning is encouraged, and support is available at all levels.

For me, embracing a mindset of curiosity and continuous learning has been fundamental to growth. We are living in an unprecedented era of AI innovation, with Agentic AI poised to transform nearly every aspect of how we work and live. This shift raises the bar—curiosity is no longer just valuable; it’s essential for leadership success. At Zoom, we are committed to cultivating a workplace that fosters collaboration, innovation, and belonging, where every Zoomie has the opportunity to thrive. We encourage lifelong learning by actively investing in development through book reimbursements, internal knowledge sharing, and embedding learning as a core cultural value.

Success comes from working together as a team and deeply connecting with our customers. That means freeing up time from routine tasks to focus on what truly matters—collaboration and growth. Zoom Workplace is an AI-first platform designed to support this, with Zoom AI Companion available at no additional cost with paid licenses, ensuring every user can benefit. At Zoom, we leverage AI extensively, and we believe all leaders should be equipping their employees with the right tools to maximize their impact.

There’s no single formula for great leadership; we each shape what it means in our own way. However, having close and trusted mentors is instrumental in accelerating learning and building confidence. Mentorship from those who have walked the path before me has played a crucial role in shaping who I am today. I believe it’s essential for young women professionals to have similar opportunities—to learn from experienced leaders, avoid common pitfalls, and gain valuable insights to shape their own careers. Looking ahead, creating structured mentorship programs that connect emerging professionals with seasoned leaders is critical—not just for individual success, but for fostering workplaces where everyone feels they belong.

To all leaders striving to accelerate action for gender equality: embrace continuous learning, equip your employees with the right tools, and champion mentorship. And to the young women aspiring to leadership roles: never let fear or self-doubt hold you back. Your ideas matter. Embrace every opportunity to learn, grow, and challenge yourself. Glass ceilings are meant to be shattered—let’s keep breaking barriers together.”

Editor’s version based on above commentary:

As we celebrate International Women’s Day, it is an opportune moment to reflect on how organizations can create environments where every employee, regardless of gender, feels a profound sense of belonging. More than ever, leaders must recognize that accelerating action for gender equality begins with cultivating workplaces where individuals feel valued, supported, and empowered to thrive. True belonging is not just about inclusion—it is about fostering an ecosystem where experiences are shared, learning is encouraged, and employees have access to the resources they need to grow.

From my own experience, embracing a mindset of curiosity and continuous learning has been a defining factor in my professional journey. In a rapidly evolving world, where artificial intelligence (AI) is fundamentally transforming industries, curiosity is no longer just an asset—it is an imperative. We are witnessing an unprecedented era of AI innovation, with Agentic AI reshaping nearly every aspect of work and daily life. In this landscape, leaders who cultivate curiosity in themselves and their teams will be the ones best positioned for success.

At Zoom, we firmly believe that fostering an environment of collaboration, innovation, and inclusivity is essential to our mission. We encourage lifelong learning by actively investing in the development of our employees—whether through book reimbursements, internal knowledge-sharing initiatives, or embedding continuous learning into our core cultural values. By doing so, we ensure that every “Zoomie” has the opportunity to enhance their skills and contribute meaningfully to the organization. This investment not only empowers employees but also directly benefits customers, as engaged and knowledgeable employees create better experiences for those they serve.

Curiosity, Innovation, and AI: The Future of Leadership and Customer Experience

Leadership today requires more than traditional management skills. It demands adaptability, a commitment to learning, and a deep understanding of how technology can enhance both employee and customer experiences. AI, particularly in its current transformative phase, presents a powerful tool that can help organizations unlock efficiency, free up time for strategic thinking, and enhance human creativity.

At Zoom, we have built Zoom Workplace as an AI-first platform designed to support seamless collaboration. One of our most significant innovations is Zoom AI Companion, which is available at no additional cost with paid licenses, ensuring that every user can harness its potential. AI has the ability to streamline routine tasks, allowing employees to focus on what truly matters—building relationships, innovating, and solving complex challenges.

By leveraging AI strategically, organizations can shift their focus from transactional work to high-impact collaboration. Employees who are relieved from mundane, repetitive tasks can dedicate their energy to developing creative solutions, improving customer interactions, and driving business growth. AI, when implemented thoughtfully, does not replace human ingenuity—it enhances it.

The Power of Collaboration in Creating Meaningful Customer Experiences

Customer experience (CX) is at the heart of every successful business. However, exceptional CX does not happen in isolation; it is the result of effective teamwork, knowledge sharing, and strong internal collaboration. When employees work together cohesively, they bring fresh ideas to the table, refine processes, and develop solutions that better serve customers.

At Zoom, we prioritize collaboration as a core value, not just within our teams but also in how we serve our customers. Our AI-driven solutions enable seamless communication, ensuring that employees across departments, locations, and time zones can work together effortlessly. By breaking down silos and encouraging open dialogue, organizations can create a workplace where employees feel heard and valued. This, in turn, enhances customer satisfaction, as employees who feel engaged and connected are more motivated to provide outstanding service.

A culture of collaboration also fosters innovation. When employees feel psychologically safe to share ideas, they contribute more actively to problem-solving. Organizations that cultivate this kind of environment position themselves ahead of competitors, as they continuously evolve in response to customer needs.

Mentorship: A Catalyst for Leadership Growth and Gender Equality

Throughout my career, mentorship has played a pivotal role in shaping my leadership journey. Learning from those who have walked the path before me has provided invaluable insights, helping me navigate challenges, avoid common pitfalls, and build confidence. I firmly believe that mentorship is one of the most powerful tools for professional growth—especially for women aspiring to leadership roles.

Structured mentorship programs are essential for creating workplaces where individuals feel supported and empowered to reach their full potential. Young professionals, particularly women, benefit immensely from guidance that helps them refine their skills, develop leadership acumen, and gain the confidence to take on new challenges. Organizations that actively invest in mentorship create a culture where knowledge flows freely, and employees at all levels feel encouraged to grow.

By establishing mentorship networks, businesses can accelerate leadership development while fostering a sense of community. These programs not only benefit individuals but also strengthen organizations by creating a pipeline of skilled, confident leaders who can drive meaningful change.

Fostering a Workplace Where Everyone Belongs

Belonging is not just a concept—it is a critical factor that determines employee engagement, retention, and overall workplace satisfaction. Research consistently shows that when employees feel they belong, they are more motivated, more productive, and more likely to stay with an organization long-term.

For women in the workplace, belonging is deeply tied to opportunities for advancement, access to mentorship, and the ability to contribute meaningfully without fear of bias or discrimination. Leaders must take intentional action to create environments where women have equal access to resources, growth opportunities, and leadership roles. This is not just about fairness; it is about building stronger, more innovative organizations that benefit from diverse perspectives.

At Zoom, we strive to create a workplace where everyone—regardless of background, gender, or experience—feels valued and heard. By embedding inclusivity into our culture, we ensure that every employee has the opportunity to excel. This commitment translates directly into the experiences we create for our customers because engaged employees lead to exceptional customer interactions.

A Call to Action for Leaders and Emerging Professionals

For leaders committed to driving meaningful change, the path forward is clear:

• Embrace continuous learning. Staying curious and adaptable ensures long-term success.
• Equip employees with the right tools. AI and technology should enhance human creativity, not replace it.
• Champion mentorship. Supporting the next generation of leaders strengthens organizations and communities.

For young women aspiring to leadership roles, my advice is simple: never let fear or self-doubt hold you back. Your voice, ideas, and contributions are valuable. Seek out mentors, embrace learning opportunities, and challenge yourself to step outside your comfort zone. The barriers that exist today are meant to be broken, and each step forward brings us closer to a more inclusive and equitable future.

Breaking Barriers, Together

Glass ceilings were never meant to be permanent. The more we challenge limitations, support one another, and push for inclusivity, the stronger our workplaces—and our society—will become.

By fostering curiosity, embracing collaboration, leveraging AI, and investing in mentorship, organizations can build cultures where everyone feels they belong. In turn, this will lead to richer employee experiences, stronger customer relationships, and sustainable business growth.

As we celebrate International Women’s Day, let’s commit to creating workplaces that empower every individual to thrive. Because when employees flourish, businesses prosper, and customers receive the best possible experiences. In fact, together, we can continue breaking barriers and shaping a future where everyone—regardless of gender—has the opportunity to lead, innovate, and succeed.