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
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
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
