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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 Jan 16, 2024
‘If empathy isn’t the answer, what is?’, with Andreena Leeanne
Tuesday Jan 16, 2024
Tuesday Jan 16, 2024
TW: Please note, this incredibly courageous episode contains discussions of abuse and childhood trauma, as such, listener discretion is advised.
If empathy isn’t the answer, what is? 🤔
Joined by Andreena Leeanne, a Lived Experience Speaker and the Author of the poetry book ‘Charred’, in episode #704, she and Clare explore the concept of intersectionality and its importance when creating spaces for others to show up as their full, authentic selves, discuss whether it’s truly possible to empathise with someone whose lived experience is different to that of our own and foreground why “not seeing” race, colour, and gender isn’t enough if we’re to create a kinder, more inclusive world for everyone. ❌
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.
Tuesday Jan 02, 2024
Tuesday Jan 02, 2024
“What do you need Women in CX for?” 🤷♂️
In episode #703 of the Inspiring Women in CX podcast, we’re not prancing around…
Joined by Global CX Specialist, Ian Golding, he and Clare discuss the need for support and collaboration in an industry that often leaves us feeling isolated, foreground the importance of recognising our own privilege, and address the scepticism surrounding the need for women’s communities in 2024.
As well as explaining why we can’t wait for the day that Women in CX doesn’t have to exist, Ian shares his thoughts on today’s “highly political and divisive” CX landscape, whether current CX competencies are a rod for our own back, and ponders the question “In its current state, is CX on the road to extinction?”. 🤔
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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
Tuesday Jul 18, 2023
Tuesday Jul 18, 2023
“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not.”
To what extent are we able to empathise with a person who looks different from ourselves or has a different lived experience from that of our own? 🤔
Well, that’s just one of the discussion points raised in the latest episode of the Inspiring Women in CX podcast!
In episode #604 of the Inspiring Women in CX podcast, Clare Muscutt talks to Ejieme Eromosele, GM, EMEA at Quiq, about…
📰 Taking calculated risks, discovering Customer Success as a career path, and her role in driving digital transformation at The New York Times
⛔ Her perfectionism and desire to make her parents proud and the debilitating impact of this
🧠 The importance of emotional intelligence and managing your own emotions and activations as a leader
🤖 How advances in technology are actually allowing us more time to ‘be human’ and to connect with one another
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Thursday Oct 13, 2022
Thursday Oct 13, 2022
Alex Acosta, CX Quantitative Analyst at DICK's Sporting Goods, joins Clare Muscutt on the Inspiring Women in CX podcast to talk not only about her route into CX, having her sight set on consumer insights and her passion for using data to tell stories and influence senior stakeholders, but also a subject much closer to home, overcoming childhood abuse and living with an eating disorder.
With Monday the 10th of October recognised as World Mental Health Day, in this episode Alex shares a powerful message, not just for leaders, but for everyone, and that is “to lead with empathy”, create a culture of openness and honesty that enables employees – people – to show up each day as their full selves and to feel safe in sharing their challenges.
Because we never know what someone else is going through.
So, this week, and every other, be kind.
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Monday Mar 14, 2022
Monday Mar 14, 2022
Elena Rozanova, the Head of Customer Relations at Rosbank and Women in CX community member, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about escaping the war in Ukraine and the realities experienced by Ukrainian female refugees.
Elena was in Kharkiv when the war started and spent a week living in bomb shelters with a friend and her daughter before beginning the journey to Poland as a refugee herself.
In this episode, she shares her lived experience and calls on other CX specialists to use their skills to aid crisis efforts and help refugees to settle in new countries.
Listen in as Elena…
👉 Recounts her own experience fleeing Ukraine under the constant threat of bombardment
👉 Shares the contrasts in humanity she experienced as a refugee
👉 Discusses empathy for others in light of her escape, not as a Customer Experience professional, but as a ‘Human Experience’ professional
👉 Puts forward how CX thinking can help in crisis situations, mitigating fear and uncertainty for those affected
👉 Highlights what we can all do to help, from offering accommodation to removing language barriers
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community