Inspiring Women In CX

Discover how Katie Stabler built a thriving CX consultancy through resilience, authentic leadership, and a human-centred approach to customer experience.

In this special edition of the Inspiring Women in CX podcast series, celebrating the winners of the Inspiring Women in CX Awards 2025, Katie Stabler joins Clare Muscutt to explore what it really takes to build a successful customer experience consultancy rooted in humanity, resilience, and authentic leadership.

Named Solopreneur of the Year 2025, Katie reflects on her journey from unexpected redundancy to running a thriving independent CX consultancy for over five years. Together, Clare and Katie unpack the realities of solopreneurship, navigating personal adversity, and maintaining a human-centred CX philosophy in an increasingly AI-driven world.

The conversation also dives into Katie’s book, CXism, which challenges traditional views of customer experience by reframing CX as a cultural belief system rather than simply a business function.

Whether you're a CX consultant, leader, founder, or someone navigating the future of customer experience in the age of AI, this episode offers honest insights into resilience, leadership, and building a values-led business.

Key Insights:

• Building a customer experience consultancy in an AI-driven world requires more human connection – not less.
• Resilience in business is often about continuing to show up through uncertainty and personal adversity.
• Human-centred CX creates stronger long-term customer relationships built on trust and empathy.
• Solopreneurship can feel isolating, but it also creates freedom, adaptability, and authenticity.
• Visibility, relationships, and reputation can become more powerful than traditional marketing strategies.
• CXism reframes customer experience as a mindset and cultural philosophy rather than a department or process.

Timestamps:

02:07: Career Inspiration & Human-Centred CX Leadership
05:48: Staying Human in an AI-Driven Customer Experience Industry
10:03: Why Women in CX Technology Matter More Than Ever
12:19: Starting a CX Consultancy During the Pandemic
19:42: Burnout, Grief & Building Resilience as a Solo Entrepreneur
29:19: Writing “CXism” & Growing a Global CX Brand
37:17: Advice for Women Starting a Business in Customer Experience

About Katie Stabler:

Katie Stabler is an award-winning customer experience consultant, speaker, and author of CXism. As the Inspiring Women in CX Awards 2025 Solopreneur of the Year winner, Katie is passionate about helping organisations create more human-centred customer experiences through culture, empathy, and authentic leadership.

Resources & Links:

• Explore the Women in CX Community
• Learn more about the Inspiring Women in CX Awards
• Discover upcoming Women in CX Events
• Listen to more Inspiring Women in CX Podcast Episodes

In this episode of WiCX Talk Trends, Clare Muscutt is joined by Sierra Modro, Sr. Director of Software Engineering at ujet.cx. 

As one of the few women building the technology that so many CX teams rely on every day, Sierra offers a unique lens on one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken? And why who builds the technology matters just as much as the technology itself.

Many organisations are racing to implement AI, but few are addressing the fragmented systems, siloed data and agent-experience challenges that limit its potential impact. 

With extensive experience across Intel, AWS, Wacom and several EdTech companies, Sierra shares how her career has been shaped by one core question: what happens at the moment a human touches technology – and what does it cost when that experience breaks?

Clare and Sierra unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value. 

A must-listen for CX and technology leaders navigating AI transformation and looking to build smarter, more effective customer experiences.

“They have to start acting like leaders before they actually get the title or get the position. They have to take the opportunities. They have to be curious, agile, flexible.”

In episode #806 of the Inspiring Women in CX podcast, Clare is joined by Managing Partner Michelle Ansell for a refreshing and honest conversation about the winding road of career progression, the realities of leadership and what it really takes to thrive in a competitive landscape.

Michelle shares her story of navigating a non-linear career path–starting out in insurance, moving into recruitment and eventually launching her own business. She credits her success to persistence, mentorship, and seizing opportunities, even when she didn’t feel completely ready.

Together, Clare and Michelle unpack the myth of the ‘perfect’ career path and why so many women feel pressure to follow a linear trajectory. They discuss women's tendency to undervalue their potential and wait until they feel 100% ready before taking the next step. 

Drawing on her extensive recruitment experience, Michele dispels common misconceptions about career growth and highlights the importance of visibility. She shares how learning to feel comfortable being seen and heard can open new doors—and why taking ownership of your career means showing up, speaking up, and trusting your instincts.

🎧 With real talk, practical advice, and empowering insights, this episode is a must-listen for anyone feeling stuck or underestimated in their career. Tune in now!

“Imposter syndrome normally shows up when you're exposing yourself in a way that you haven't exposed yourself before. And what it's telling you is…'Hey, you're uncomfortable, maybe you need to practice a bit more of this’.” 

In episode #803 of the Inspiring Women in CX podcast, Clare is joined by Executive and Leadership Coach Natalia Cerezo Martin for an honest and empowering conversation about imposter syndrome, emotional intelligence, and building confidence as a CX professional. 

Natalia shares her inspiring journey, from boldly transitioning from events to the cybersecurity industry - a space far outside her comfort zone - to starting her own business. She discusses cultivating her “Shine File” as a tool to combat self-doubt and celebrate her wins. Natalia opens up about the emotional challenges of stepping into unfamiliar territory, the value of embracing vulnerability, and the power of asking the right questions to fuel personal growth. 

Together, Clare and Natalia explore the realities of imposter syndrome and how it can be a powerful catalyst for success—pushing you to grow, learn, and break through limitations. They discuss the importance of psychological safety on fostering success and how community can be a game-changer. Natalia also reflects on how her connection with WiCX gave her the courage to pivot into coaching and entrepreneurship, proving the transformative power of support and shared experiences. 

Packed with relatable stories, actionable tips, and a reminder to trust in your own abilities, this episode is a must-listen for anyone ready to navigate challenges with confidence and step into their full potential. 🎧 Don’t miss it! 

Can women really have it all? 🫣

In episode #002 of the WiCX Talk Trends Podcast, sponsored by CallMiner, join Clare Muscutt as she talks to Jill Donahue, Senior Director of Business Strategy & Analytics about:

👩‍💻 Jill's journey to CallMiner and the importance of diverse experiences in career development.

👨 How allyship, especially male allyship, is crucial for advancing gender equality.

💸 The pay gap and the societal expectations that impact women’s career choices and progression.

⚖️ How the pandemic has exacerbated challenges for women, particularly in balancing work and caregiving responsibilities.

⭐ If the 'trad wives' movement reflects a societal shift in how women choose to define their roles.

👭 How mentorship and sponsorship are essential for women's career advancement.

🔮 The future of gender equality and how it relies on changing the system, not just individual behaviour.

On a mission to ensure women are at the centre of important industry conversations, join Clare Muscutt, and inspiring guests as we debate the hottest topics and explore current trends, helping you to stay ahead of the curve of the latest developments shaping customer, employee and women’s experiences.

Interested in being featured on the podcast? Reach out to us at partnerships@womenincx.community.

Does culture eat strategy when it comes to customer service transformation? 🤔

Joined by Leonie Williams, Co-Founder of Customer Service Solutions Group, in episode #708, we explore the role of culture in delivering excellent service and experiences. 🤝

Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that “If you get the EX and the CX right, the business results follow.” 📈

But for businesses that don’t have this customer service culture already embedded throughout, is it really possible to drive this mindset shift? 🧠

And if so, how?

Emphasising the importance of the “tone from the top”, focusing on systems and processes to facilitate customer orientation (or whatever you want to call it), and questioning whether actually, culture change is too heavy a burden to bear, listen to the full episode now.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

Does the othering of women and minorities contribute to imposter syndrome? 🤔

Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport, CX Senior Transformation Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves. 📣

Focusing on imposter syndrome throughout Women’s History Month and beyond, we aim to draw attention to this very real issue, foreground the very real consequences, and by doing so, inspire those who have the power to effect change to join the movement. 🤝

To learn more about our mission and become a member today, visit www.womenincx.community/membership.

“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!

“It's true that one of the biggest fears is when you decide that you want to do things differently, you don't want to be in a system where you're stuck to two walls, especially when you become freelance and you say, from now on, I just depend on myself.”

In episode #607 of the Inspiring Women in CX podcast, Clare Muscutt talks to Sonia Etxebarria, Founder and Strategist at Akuyari, about…

👭 How she made her way into the Women in CX community and went on to found her own customer-centric design agency, Akuyari, collaborating with other members to do so

👩‍💼 Working in Telco and Logistics before making the leap from corporate to entrepreneurship and doing things her own way

💪 The importance of recognising the value that you bring and playing to your strengths to win in business

🗣️ Challenging the negative connotation around ‘selling’ and self-promotion, particularly as women

🎨 Her passion for service and experience design, the importance of research and discovery, and fashioning her own methodology

💬 Why it’s critical to conduct qualitative research to understand feelings and motivations and use quantitative research to validate findings

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Chelsea Costelloe, the Chief Excitement Officer at EXCO, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about co-founding the Caribbean’s first all-female-led CX consulting agency, the positive shift in the region as more CX titles are appearing, facing scepticism as a young, female director, gender equality in the Caribbean, experiencing sexist comments in the workplace and how, if ignored, these ‘blurred’ lines can become much more insidious and utilising journey mapping as a tool, as opposed to a goal in itself, to spur action, inspire your teams and avoid the dreaded journey mapping ‘burnout’.

Listen in as Chelsea talks about…

🤝 Co-founding the Caribbean’s first all-female-led CX consulting agency, EXCO

🙋‍♀️ Being a ‘Chief Excitement Officer’ (and what the role entails)

📚 The state of CX in the Caribbean and her personal mission to drive CX awareness and education in the region

🗯️ Gender equality, gender-based violence and experiencing sexist comments in the workplace

🛠️ Journey Mapping as a tool to achieve your goals, not a goal in itself

😩 Journey Mapping “burnout” and how to avoid it

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community