Inspiring Women In CX

“There is actually a growing issue called presenteeism. It's when people are showing up at work, but they're either unwell, or they're burnt out, or they are just not able to do their best work. There was a recent survey which was conducted, it's a government survey. And it's shown that presenteeism…has cost UK businesses 25 billion pounds since 2018.”

In episode #805 of the Inspiring Women in CX podcast, Clare is joined by CEO and Founder Clare White for an insightful and energising conversation about building human-centred organisations through culture, leadership and employee empowerment.

Clare shares her “wiggly” career journey, from a passion project in horse racing to leading large teams and shaping CX at global brands like P&G, Microsoft and Disney. A defining moment came when she led a culture transformation at an organisation struggling with poor performance, unhappy clients, and disengaged employees. This experience sparked her passion for culture and employee experience, reinforcing the vital role of a healthy, supportive work environment and ultimately inspiring her to launch her own company to help others do the same.

She offers game-changing insights into creating workplaces where people thrive, highlighting the power of psychological safety, continuous feedback, and truly empowering employees. 

Together, both Clare’s—without the ‘I’—unpack the role of leadership in embedding company values and the real cost of neglecting employee wellbeing, particularly the rise of presenteeism. They also explore the often-overlooked link between customer-facing and back-office teams, revealing why CX success depends on the entire organisation working together—not just those on the frontline.

Tune in now to discover why, if your employees aren’t thriving, your customers won’t either—and what you can do about it.

“With all the will in the world, you cannot change the organisational strategy. It's not up to you to decide. Even if you are fortunate enough to be on the board, you are a contributor to a decision that other people will have a say on. So contribute effectively.”

In episode #802 of the Inspiring Women in CX podcast, Clare is joined by Founder and CEO Olga Potaptseva for a thought-provoking conversation on aligning customer-centricity with organisational strategy to drive impactful change.

Olga shares her expertise on uniting people, processes, and technology under a shared purpose, breaking down silos to empower teams and enhance the customer experience. Together, Clare and Olga delve into the human side of transformation—exploring how empathy can bridge departmental gaps and foster innovation and collaboration.

Reflecting on her own leadership journey, Olga opens up about embracing her strengths, nurturing potential in others, and evolving her approach to driving meaningful change.

Packed with practical insights and heartfelt reflections, this episode is a must-listen for leaders and teams striving to build purpose-driven, harmonious workplaces. Tune in to discover how to transform your approach  🎧

“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.”

Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers.

Sharing his perspective on the state of CX today, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasising the role of empathy and understanding over technological solutions, 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!

“All of us are people, and if on a personal level, we don't follow principles or values of health and well-being, it’s very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.”

In episode #608 of the Inspiring Women in CX podcast, Clare Muscutt talks to Marina Bezuglova, the Executive Director of Healthcare, CEE, at Ipsos, about…

📚 How she found her way into the Women in CX community and found help and support in publishing and translating her book

⚕️ Her background in Psychology, holding a PhD in Medicine, and how an interdisciplinary approach allows for the formation of new knowledge and innovative solutions

🤝 Combining her interest in research, medicine and people working in social and market research at GfK, before becoming a top manager and leading the development of customer experience research and continuous improvement

🗯️ Growing from “useful crises” and the importance of being a mindful and empathetic leader, particularly in times of disruption and transformation

❌ The relationship between stress and creativity and how if we neglect our most basic needs, we’re unable to negate mental blockers and develop out-of-the-box solutions

🗣️ The role that both cognitive and emotional empathy play in decision-making and how storytelling can bring the customer/patient’s reality into focus

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

“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

Alex Acosta, CX Quantitative Analyst at DICK's Sporting Goods, joins Clare Muscutt on the Inspiring Women in CX podcast to talk not only about her route into CX, having her sight set on consumer insights and her passion for using data to tell stories and influence senior stakeholders, but also a subject much closer to home, overcoming childhood abuse and living with an eating disorder.

With Monday the 10th of October recognised as World Mental Health Day, in this episode Alex shares a powerful message, not just for leaders, but for everyone, and that is “to lead with empathy”, create a culture of openness and honesty that enables employees – people – to show up each day as their full selves and to feel safe in sharing their challenges.

Because we never know what someone else is going through.

So, this week, and every other, be kind.

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

Elena Rozanova, the Head of Customer Relations at Rosbank and Women in CX community member, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about escaping the war in Ukraine and the realities experienced by Ukrainian female refugees.

Elena was in Kharkiv when the war started and spent a week living in bomb shelters with a friend and her daughter before beginning the journey to Poland as a refugee herself.

In this episode, she shares her lived experience and calls on other CX specialists to use their skills to aid crisis efforts and help refugees to settle in new countries.

Listen in as Elena…

👉 Recounts her own experience fleeing Ukraine under the constant threat of bombardment

👉 Shares the contrasts in humanity she experienced as a refugee

👉 Discusses empathy for others in light of her escape, not as a Customer Experience professional, but as a ‘Human Experience’ professional

👉 Puts forward how CX thinking can help in crisis situations, mitigating fear and uncertainty for those affected

👉 Highlights what we can all do to help, from offering accommodation to removing language barriers

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