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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 Dec 12, 2023
‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra Thompson
Tuesday Dec 12, 2023
Tuesday Dec 12, 2023
What’s Beanboozled got to do with customer experience?
Armed with disposable lab coats and with the warning sign in place, in episode one of our fully reloaded, increasingly audacious new series, Sandra Thompson details all about her “highly sensory” employee experience workshop and how, through a game of bean roulette, she served up a stark reminder to us all about the taste we leave in customers/employees’ mouths.
As well as highlighting the importance of psychological safety and the significant impact that our actions have on others, Sandra shares her thoughts on the current state of CX, her predictions for 2024 and explains why brushing up on our business acumen is key if we’re to influence the agenda.
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 29, 2023
Tuesday Aug 29, 2023
“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
Tuesday Apr 18, 2023
Tuesday Apr 18, 2023
In episode #508 of the Inspiring Women in CX podcast, Clare Muscutt talks to Kristin Haynes, the CEO of Senyah Projects, about…
🤝 Her experience with Capability Co and their work on the shift from job titles to innate human capabilities
📃 How the Human Capability Standards are ensuring the workforce of tomorrow is focused on skills such as innovation, creativity, and leadership
🎯 Teaching young people to focus on their core skills to provide direction, rather than feeling pigeonholed by traditional education systems
🗣️ The importance of coaching in leadership and how leaders should embody vulnerability and courage
🔑 The three key levers essential for businesses to succeed and how they can be adapted for the workforce of the future
What are the innate human capabilities that make you effective in your role? Let us know in the comments below! ⬇️
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Wednesday Dec 14, 2022
Wednesday Dec 14, 2022
Crystal D’Cunha, President & CEO at The INSIDE View Inc., joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her WiCX journey so far, including coming on board as a Founding Member prior to our official launch and being a part of our early co-design phase, her route into CX, always putting her “team members” first, regardless of her role or title, applying DEI best practices, the similarities and difference between EX and CX Design, the importance of the onboarding experience, igniting leaders first to ensure that they’re properly equipped to lead, and the ROI of EX and EX metrics.
Listen in to the full episode as Crystal talks about…
💭 Challenging her own self-limiting beliefs on her route to becoming a ‘mompreneur’
🔥 Igniting leaders and exciting employees
🎨 The importance of EX Design from the point of interviewing, onboarding and throughout
🚀 Ensuring, as organisations, that we’re “good enough” to secure top talent
🤝 The similarities, differences and overlaps in EX and CX design principals
📊 The ROI of EX and EX metrics to consider
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Wednesday Nov 09, 2022
Wednesday Nov 09, 2022
Melissa Moore, Founder of The Retail Advisor, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about the moment she realised she’d been in CX all along, putting on her “brave pants” and launching her own podcast, ‘The Retail Tea Break’, the disjunct that exists between those in the “ivory tower” and our frontline workers, and how we must engage, empower, and listen to our frontline workers if we wish to ensure long-term success in business.
Listen in to the full episode as Melissa talks about…
👣 Her route into CX and realising she’s put the customer at the heart all along
🛒 Starting out on the shop floor and how this ‘operational grounding’ informs her role today
🚧 The disjunct between the ‘ivory tower’ and those working on the frontline (and how the pandemic accentuated the sense of ‘us versus them’)
💥 Experiencing bullying within the workplace and how she channelled this pain into power
🤝 Why we need more “joined-up” thinking to engage and empower our employees long-term
✍️ The importance of focusing upon qualitative and quantitative research, and service KPIs, as opposed to ‘productivity measures’
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Thursday Jan 07, 2021
Thursday Jan 07, 2021
Talking about joining the circus and how creating magical employee experiences and engagement drove guest experience at Cirque du Soleil.
“Roll up roll up, ladies and gentlemen the show is about to begin!”🎪
Do you remember the thrill of hearing those words?
Live entertainment was undoubtedly one of the hardest hit over the last 12 months, but with a vaccine in sight, I for one can’t wait to be entertained and experience the wonderment of big iconic events again.
I was thrilled to be joined Carolene Meli as my guest on the Women in CX podcast this week as she spent 10 years living and working on the road, leading teams of employees in cities all around the world to deliver the unforgettable guest experience that is Cirque du Soleil!
Tune in to hear us talk about:
🎪 Why Carolene left home & joined the circus
🎪 What it’s like to live and work on the circus road
🎪 The challenges of delivering temporary live experiences
🎪Overcoming cultural and language barriers
🎪 How to manage employee engagement with temporary staff
🎪 Recruitment, onboarding, training, reward and recognition strategies
🎪 Creating magical guest experiences
🎪 Connecting employees with purpose
🎪 Experiencing your own CX
🎪 Carolene’s top tips
🎪 Where she is up to now and heading next
We hope you enjoy the show!
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Friday Nov 06, 2020
Friday Nov 06, 2020
🧁"You are the cupcake, everyone else is just the sprinkles"🧁
Launching today’s podcast with a backdrop of uncertainty about the US election, Corona deaths rising again, whole countries returning to lockdown and facing heightened terror threats, I wanted to focus on something lighter.
I met the CX pocket rocket, Head of CX and Employee Engagement and Schindler, Founder of DoingCXRight and all round rising CX star, Stacy Sherman, earlier this year and when she told me this piece of advice passed down from her stock trader mom, it was not only delightful, but it really stuck with me.
As women we are so often guilty of prioritising others, building our lives around partners and careers that we sometimes lose sight of the fact that WE are the cupcake.
Wherever you are today, whatever is going on around you, put yourself first and ensure you only invite people, jobs, relationships, friends and co-workers into your life who add value to your experience.
We can learn a lot from the ‘Stacy’s Moms’ of the world who struck out in pursuit of the lives they wanted to lead. Tune in to hear us talk about more of the lessons we learned from our mothers, Stacy’s metric rise to CX fame and her advice on female leadership now.
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