Inspiring Women In CX

“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

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

Olga Potaptseva, Founding Director of the European Customer Consultancy, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about how her university studies sparked her interest in customer research, how she came to (somewhat serendipitously!) lead a loyalty development programme at GfK, aligning CX with the business strategy, failing forwards (in life and in CX!), what it means to be a ‘customer-enabled’ organisation and her advice to women in CX about creating the life that you want.

Listen in as she talks about…

🔬 How studying Marketing and Economics sparked her interest in Customer Research

🙋‍♀️ Leading a loyalty development programme at GfK, before rolling out a global methodology

📊 Utilising customer data and insights to deliver business results

✨ The importance of self-belief in crafting the career and the life that you want

🤔 What it means to be a ‘customer-enabled’ organisation

📚 Her library of CX ‘micro-actions’ – things we can implement with virtually no budget

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 

Stine Ringvig Marsal, the Founder & CEO of Experience Management Consult, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about ‘tripping’ into CX (didn’t we all!), her passion for Service Design, how to ‘do’ CX and make it work *without* having an astronomical budget, combatting the ‘fluffy bullsh*t’ to reclaim credibility as an industry and viewing CX as a ‘support function’ as opposed to a religion or culture.

Bye-bye CX blabber!

Key talking points include…

🧰 How Stine applies her Sociologist’s toolbox to CX

🎢 Her journey to becoming Tivoli Garden’s first-ever Customer Experience Manager

🤝 The importance of ‘fusing’ employee and customer experience in a regulated industry 

💡 How her own life experiences enabled her to ‘step out’ of the mainstream

🙅‍♀️ Why, as practitioners, we must challenge how CX ‘should’ be done 

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

Sarah Curran-Usher MBE joins Women in CX Founder and podcast host Clare Muscutt to discuss the evolution of retail customer experience from bricks-and-mortar to pure-play online stores over her 20 years working in the fashion industry. From the importance of getting the basics right to the opportunities presented by the latest data and technology advances, this podcast highlights what it takes to 'sell' CX to senior leaders by balancing the emotional and commercial aspects of CX initiatives, and vitally discusses the need for more women at board level who appreciate the balance required to support decisions that value people as much as numbers.

Tune in to hear more about:
- The moments that shaped Sarah's career
- How she embraced her 'disruptive' nature
- Using her different thinking to fuel success as an entrepreneur
- The highs and lows of starting, scaling, and selling her own business
- Becoming an 'entrepreneur in residence'
- The dangers of CX 'gimmicks'
- Acquisition vs retention in retail
- How to get C-suite onboard
- The differences in female leadership
- Balancing customer, brand, and commercial priorities
- Using behavioural customer data to drive better decisions
- Developing your own resilience 
- Sarah's advice for women in CX

You can find out how to join the world's first online membership community for women interested in CX by visiting www.womenincx.community

According to Huffington Post, it’s a sad reality that women have been harder hit by the coronavirus pandemic, whether that’s dealing with higher unemployment and job insecurity as a result or bearing the majority of the burden for childcare, homeschooling and other unpaid care work at home.

However, female entrepreneurs and women determined to be their own bosses and change the world around them with their businesses are a silver lining to emerge from the clouds of Covid-19.

That’s one of the reasons I was thrilled to have serial entrepreneur Lara Felix-Omonubi on the show, inspiring us with her latest new venture, starting a new product-led business during a pandemic.

I just loved the way she describes the side hustle… as a way for us to explore creative passions we might not otherwise had chance to, had we not experienced COVID-19.

Tune in to hear more about Lara’s story of becoming an independent black woman, side hustling, patriarchy and the resilience handed down through generations of Nigerian women and find out more about Women in CX by following the links below.

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