Inspiring Women In CX

“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