Inspiring Women In CX

In this intimate and inspiring episode, Clare reconnects with Freya Finnerty—agile product leader, CX professional, queer woman, and proud solo mum to baby Fox.

After first working together at Sainsbury’s, the two reconnected when Clare shared her own IVF journey on LinkedIn—opening the door for a conversation that goes far beyond career.

Freya opens up about choosing solo motherhood, navigating IVF as a gay woman, and how her background in agile product management unexpectedly prepared her for the emotional complexity and unpredictability of the journey. With warmth, honesty, and reflection, she explores how becoming a parent has reshaped her sense of identity and leadership.

A must-listen for anyone considering IVF, solo parenthood, or simply doing life—and work—on their own terms.

In episode #003 of the WiCX Talk Trends podcast, Clare is joined by Anne Dawson, seasoned leader and Sr. Manager, Employee Development & Training at CallMiner, for an insightful conversation on the power of mentorship, sponsorship, and leadership in the workplace. 

Anne shares her personal journey, from starting in entry-level roles in the telco industry to becoming an advocate for employee development and a champion for women in customer and employee experience. Her story is a powerful reminder of how far determination, passion and the right support can take you. 

Clare and Anne explore the differences between mentorship and sponsorship, highlighting how both play an essential role in women’s career advancement. They also touch on the significance of allyship in tackling bias and fostering an inclusive leadership culture that uplifts everyone. 

Their conversation emphasises how community support and a personal board of directors provide guidance and perspectives beyond the workplace, which help women navigate their careers with confidence and intention.

This episode is filled with actionable advice on how to build meaningful mentorships, advocate for yourself and pay it forward by supporting others along the way.

If you’re looking to make a lasting impact on your career and empower others in their journey, this episode is a must-listen! Tune in now! 🎧

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!

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.

“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!

In episode #602 of the Inspiring Women in CX podcast, Clare Muscutt talks to Charlotte Kennett, the Senior Director of Global Customer Experience at SS&C Blue Prism, about…

✨ Embracing your uniqueness and using it to your advantage

🤝 The relationship between CX and Marketing

👩‍💼 The importance of authenticity, especially in leadership roles

👨‍👩‍👧‍👦 Federating communities and accelerating the time to value

📊 How metrics indicate that the work being done is tangibly improving revenue

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

⚡ Season 6 is here ⚡

In episode #601 of the Inspiring Women in CX podcast, Clare Muscutt talks to Natasha den Dekker, the Lead User Researcher at Santander, about…

🆚 The similarities and differences between CX and UX and the intersections between them both

🪓 The various disciplines User Experience is split into and what those roles look like

🆘 How failure is one of life’s biggest lessons and is vital for our personal development

🗣️ The importance of being an assertive leader and using modal verbs to communicate more efficiently

🤝 Embracing and celebrating our diversity and the unique insight it brings to CX/UX

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

Anne Gray, the Managing Director at Solutioneers, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising a golden thread of excellence woven throughout all of her roles, the importance of not just good but consistent customer service, her journey to motherhood and infertility struggles, finally allowing herself to be at peace, finding support on her solopreneur journey with someone “just a few steps ahead” and her research into Digital Transformation and measuring a transformation’s success.

Listen in as Anne talks about…

🧵 The ‘golden thread of excellence’ woven throughout her career

💯 The importance of consistently good service in maintaining brand reputation

🧪 Her research in the field of Digital Transformation and measuring a transformation’s success

👶 Her infertility journey and how her life came to a standstill for almost 10 years

✨ Finding your peace and being unafraid to reinvent yourself

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

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