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Hosted by Women in CX Founder and CEO Clare Muscutt, tune in as we share real-talk conversations between women working in Customer Experience and those influencing the CX agenda from the periphery too. No longer rehashing the same old conversations, you can expect provocative discourse, increasingly meaty topics, and of course, plenty of debate as we seek to challenge the CX status quo and unleash the power of women to lead the way ahead – ensuring we don’t lose that human touch!
Episodes
Tuesday Aug 29, 2023
Tuesday Aug 29, 2023
“All of us are people, and if on a personal level, we don't follow principles or values of health and well-being, it’s very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.”
In episode #608 of the Inspiring Women in CX podcast, Clare Muscutt talks to Marina Bezuglova, the Executive Director of Healthcare, CEE, at Ipsos, about…
📚 How she found her way into the Women in CX community and found help and support in publishing and translating her book
⚕️ Her background in Psychology, holding a PhD in Medicine, and how an interdisciplinary approach allows for the formation of new knowledge and innovative solutions
🤝 Combining her interest in research, medicine and people working in social and market research at GfK, before becoming a top manager and leading the development of customer experience research and continuous improvement
🗯️ Growing from “useful crises” and the importance of being a mindful and empathetic leader, particularly in times of disruption and transformation
❌ The relationship between stress and creativity and how if we neglect our most basic needs, we’re unable to negate mental blockers and develop out-of-the-box solutions
🗣️ The role that both cognitive and emotional empathy play in decision-making and how storytelling can bring the customer/patient’s reality into focus
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Monday Apr 25, 2022
Monday Apr 25, 2022
Gemma Colby, the Head of Customer Experience at YELL UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising only in retrospect that she’d been doing it all along, putting theory into practice as she ran a contact centre, her own experiences with great leaders and how these shaped her approach and, in her opinion, the key skills and capabilities necessary to be a successful CX leader driving changes and improvements that impact the business’s bottom line.
Listen in as Gemma talks about...
🔮 Being ‘predestined’ to work in CX, realising only in retrospect that she’d been doing it all along
😊 Starting out in operations and wielding her passion for people to make customers feel special
🙅♀️ Combatting her Imposter Syndrome and redefining what success “should” look like
🧠 Adopting a growth mindset and how creating a sense of “interconnectedness” is key to being a great (CX) leader
💬 The importance of trusting ourselves and recognising what “drives and drains us”
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community
Wednesday Mar 30, 2022
Wednesday Mar 30, 2022
Naima Mwina Mwawasi, the Founder & Managing Director of Content CX Consulting, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her CX journey – from working on the frontline as an Inflight Manager at Emirates to founding her own CX consultancy – experiencing CX within different countries and cultures and how this sparked her desire to raise the bar in Kenya, being ‘derailed’ by love at a young age and dropping out of school before returning to complete not only her undergraduate but her Master’s degree too and dealing with disapproval as she challenged African society’s rigid gender roles.
Listen in as Naima talks about…
🛫 Her CX career journey, from working on the frontline at Emirates to founding Content CX Consulting
🗺️ How experiencing CX and service delivery within different countries and cultures sparked her desire to raise the bar in Kenya
💍 Being ‘derailed’ by love, consequently dropping out of school and getting married at 21
🙋 How – from humble beginnings and with her parents as her inspiration – she became a financially independent woman “slaying life” and following her dreams
📈 The current state of CX in Kenya and the impact of sudden economic growth, rising customer expectations and technological advancement
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community
Monday Mar 28, 2022
Monday Mar 28, 2022
Thirza Schaap, the Founder of CX Unraveled, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about taking a leap of faith as she left her role in corporate and co-founded her own CX consultancy, talking with a psychologist about juggling motherhood and work – and what this looked like for her – the 7 factors key to achieving sustainable ‘customer-obsessed’ culture, including identifying those onside, those unlikely to be convinced and those sitting on the fence about Customer Experience and its impact upon an organisation and about the importance of empowering frontline staff through the communication of strategy, training and rewards.
Key talking points include…
💪 How Thirza ‘took the plunge’, leaving her corporate role and co-founding CX consultancy, CX Unraveled
⚖️ Discussing “mum-guilt” and what a healthy work-life balance looked like for Thirza
📋 Outlining the 7 factors key to achieving a ‘customer-obsessed’ culture, including the importance of empowering frontline employees and targeting those “in the middle”
🤔 Thirza’s advice on where to start when creating culture change within your own organisation, analysing your current state and identifying areas for improvement.
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community