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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 30, 2024
‘Could CX frameworks be killing innovation?’, with Maria McCann
Tuesday Jan 30, 2024
Tuesday Jan 30, 2024
With fewer barriers today, why aren’t we making the inroads that we should be? 🤔
… that’s the question raised by today’s inspiring woman in CX, the Co-Founder of Neos Wave, Maria McCann.
Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame. ❌
Sharing a ‘cringe-inducing’ anecdote and shining a light on the state of CX today, in episode #705, Clare and Maria discuss our obsession with metrics and KPIs above and beyond using common sense and providing kind and compassionate service, how frameworks intended to unify and elevate benchmarks are instead killing our creativity, and whether we’re losing sight of the end goal – improving experiences for customers.
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
Wednesday Dec 20, 2023
‘Why CX is failing and what we need to do about it’, with Diane Magers
Wednesday Dec 20, 2023
Wednesday Dec 20, 2023
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!
Tuesday Aug 15, 2023
Tuesday Aug 15, 2023
“P is the positive emotion, but that's short-lived. What we want is that lasting impact. So, we want to be thinking about other elements of well-being that will help our products and services have that lasting, ongoing impact that means people love using them.”
In episode #606 of the Inspiring Women in CX podcast, Clare Muscutt talks to Susannah Simmons, The Software Adoption Doctor, about…
👩💻 Her career journey so far and how her ability to ‘make the complex simple’ enables her to support software companies “to do a better job”
💭 Working on both the customer and supplier side of software adoption and how this experience informs her approach
🗣️ Challenging her introversion by stepping outside of her comfort zone and having to fight for credibility as a woman despite her expertise
🤔 The difference between experience and well-being and why it’s important that businesses consider customer, user, and employee well-being when implementing technology
🤝 Practical steps that businesses can take to consider user well-being in change management to support ‘commitment, not compliance’ and reduce the threat
🚀 How, through considering user well-being, we’re able to think beyond just the transactional level and create products and services that enrich lives
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Monday Jul 31, 2023
Monday Jul 31, 2023
“As a woman, I didn't behave, act, or talk like my male counterparts. Oftentimes, I was the note taker, or the one coordinating beverages, but the silver lining… I was in the room, I was hearing the conversations, and she who controls the pen controls the actions.”
In episode #605 of the Inspiring Women in CX podcast, Clare Muscutt talks to Lauretta Campestre, Associate Vice President, Success Strategy at CallMiner, about…
📞 Her career journey so far, starting out on the frontline at a debt collection agency, quickly realising her skill and desire to help others, and working her way up to Client Success
👩💻 Making the move from contact centres to software and tech and how she leaned upon her own resourcefulness and resilience during the transition
📊 Connecting the dots between conversations that happen in the contact centre and how CX professionals can leverage this data to inform their CX strategy
🏫 Dropping out of school, entering the workplace at 17 and how her gender and inexperience shaped peoples’ perception of her
👭 How women are shaping the future of CX and Tech through diverse collaboration and the role that women’s communities play in this
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 Jul 06, 2023
Thursday Jul 06, 2023
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
Thursday Jul 21, 2022
Thursday Jul 21, 2022
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
Tuesday Feb 15, 2022
Tuesday Feb 15, 2022
Hayley Pugh, Senior Research Executive at Kantar, UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her journey into CX via a Graduate scheme and trialling different rotations, thriving in a sink-or-swim scenario, ‘embracing’ uncertainty, her passion for UX and the pillars necessary for businesses to provide seamless omnichannel experiences – particularly with ever-changing consumer expectations in the digital space! Thank you, Amazon!
Key talking points include discussing…
🎓 Graduate schemes as a route into CX
💥 The boom of digital transformation since the pandemic
✅ Meeting customer expectations at every touchpoint (and identifying barriers!)
📳 The pillars necessary to deliver seamless omnichannel experiences
🤖 The consequences of cutting corners in tech implementation
For more information on joining the world’s first online community for women in Customer Experience, head over to womenincx.community