Inspiring Women In CX

Why is CX failing, and as leaders, what can we do about it? 🤔

With some “cheeky” questions for former CEO of the CXPA, Diane Magers, in episode #702, Clare and Diane debate the metrification of CX and how it’s become synonymous with a score, the mindset, skills and capabilities we need as CX leaders to succeed not just today but in the next generation, and how we can create clear business value in the here and now, ensuring, that like marketing and sales, our jobs are safe.

So, rather than a focus on lagging indicators, NPS and certification, how can we be proactive, collaborate, and adapt to the business problem to meet the customers’ needs and demonstrate the financial impact of the experience too? 💲

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

“All complex problems are solvable when you really understand the flow of value to the person being designed for […] it makes the complexity start to fall away quite quickly because you’ve got something to anchor in that is very real.”

 

In episode #609 of the Inspiring Women in CX podcast, Clare Muscutt talks to Christine Hemphill, Founder and Managing Director at Open Inclusion, about…

 

👂 Her experiences working in the mining, shipping, and banking industries and how CX and listening to the customer were woven throughout her career

 

♿ How her own personal experience gave her a real understanding of the breadth of human diversity and disability

 

❌ Founding Open Inclusion and setting out to challenge the dichotomy that experiences can either be delightful or accessible – but not both

 

🔗 The definition of inclusive CX and how different dimensions of our identity profoundly change our experience of disability

 

👣 The exclusion footprint and the importance of being conscious of our own when making business decisions

 

🤔 The limitations of current practices and what CX practitioners can do to make insights more accurate to the breadth of customers’ experiences

 

🧑 Her thoughts on ‘inclusive personas’ and how these are actually in danger of misinforming design

 

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

“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

In episode #603 of the Inspiring Women in CX podcast, Clare Muscutt talks to Samantha Conyers, the Chief Experience Officer at EXCO, about…

 

🇹🇹 Pioneering CX in the Caribbean and the growth of the industry in recent years

 

🧰 Her practical approach to CX having led, designed, and implemented experiences from scratch

 

🗯️ The negative reputation that surrounds the term ‘consultant’ within the region

 

⚖️ Bootstrapping, burnout, micro-managing in the pursuit of perfection, and the elusive work-life balance

 

⏩ Implementing AI to ‘shorten the route’ to human connection and empower agents and employees

 

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