11.7K
Downloads
73
Episodes
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
Wednesday Apr 10, 2024
Wednesday Apr 10, 2024
Does culture eat strategy when it comes to customer service transformation? 🤔
Joined by Leonie Williams, Co-Founder of Customer Service Solutions Group, in episode #708, we explore the role of culture in delivering excellent service and experiences. 🤝
Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that “If you get the EX and the CX right, the business results follow.” 📈
But for businesses that don’t have this customer service culture already embedded throughout, is it really possible to drive this mindset shift? 🧠
And if so, how?
Emphasising the importance of the “tone from the top”, focusing on systems and processes to facilitate customer orientation (or whatever you want to call it), and questioning whether actually, culture change is too heavy a burden to bear, 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!
Tuesday Mar 26, 2024
Tuesday Mar 26, 2024
Does the othering of women and minorities contribute to imposter syndrome? 🤔
Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport, CX Senior Transformation Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves. 📣
Focusing on imposter syndrome throughout Women’s History Month and beyond, we aim to draw attention to this very real issue, foreground the very real consequences, and by doing so, inspire those who have the power to effect change to join the movement. 🤝
To learn more about our mission and become a member today, visit www.womenincx.community/membership.
Tuesday Jan 02, 2024
Tuesday Jan 02, 2024
“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!
Tuesday Aug 29, 2023
Tuesday Aug 29, 2023
“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
Tuesday Jun 14, 2022
Tuesday Jun 14, 2022
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
Tuesday Apr 26, 2022
Tuesday Apr 26, 2022
Serena Riley, the Vice President of Experience Management at SkySpecs and the Founder and CEO of Joy & Moxie joins Clare Muscutt on the Inspiring Women in CX podcast to talk about starting out in IT – a typically male-dominated environment – her role as the VP of Experience Management within a start-up and navigating the scale-up phase, building her personal brand, Joy & Moxie, her mission to empower women to design for the future that they want, becoming a role model for her young daughter, removing the barriers that she faced for the future generation of female leaders and leaning into your own power by being who you truly are.
Listen in as Serena talks about…
💻 Starting out in IT before “maxing out” and needing something to reignite her fire
📞 CX and customer support in a tech start-up and the scaling-up phase
👭 Stumbling upon the Women in CX community on LinkedIn and feeling immediately aligned
🙅♀️ Being a “people-pleaser” and beating her perfectionism
💪 Becoming a role model for her daughter and being able to help her to get where she wants to go “quicker and easier”
♀️ The differences in the way that we parent owing to gender and the impact that this has
✨ The importance of being yourself and acknowledging that you have the power to design the future that you want
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community
Monday Apr 25, 2022
Monday Apr 25, 2022
Gemma Colby, the Head of Customer Experience at YELL UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising only in retrospect that she’d been doing it all along, putting theory into practice as she ran a contact centre, her own experiences with great leaders and how these shaped her approach and, in her opinion, the key skills and capabilities necessary to be a successful CX leader driving changes and improvements that impact the business’s bottom line.
Listen in as Gemma talks about...
🔮 Being ‘predestined’ to work in CX, realising only in retrospect that she’d been doing it all along
😊 Starting out in operations and wielding her passion for people to make customers feel special
🙅♀️ Combatting her Imposter Syndrome and redefining what success “should” look like
🧠 Adopting a growth mindset and how creating a sense of “interconnectedness” is key to being a great (CX) leader
💬 The importance of trusting ourselves and recognising what “drives and drains us”
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community
Friday Jun 11, 2021
Friday Jun 11, 2021
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
Thursday Jun 03, 2021
Thursday Jun 03, 2021
Amy Cashman, CEO of Kantar UK's Insights Division, joins Women in CX Founder and podcast host Clare Muscutt to discuss the importance of establishing 'red lines' to create work–life balance, challenging the perception of female senior leadership to set positive examples for women in the workplace, and how brand values impact both the customer and the employee experience.
“Lean into who you are and don’t feel that you have to change to be successful.”
The conversation also delves into…
• The evolution of CX insights
• How brands can amplify or undermine women’s confidence
• The creation of proof-points to deliver on brand promise
• How Amy reached CEO level
• Using CX to create (and to prove) ROI for organisations
• How to create environments within which women thrive
• How evidence of D&I is more important than brand statements
• The importance of authenticity
Visit https://womenincx.community/ for more inspiring content, and to find out how to join the world's first online membership community for women in customer experience.
#womeninbusiness #ceo #customerexperience #research #insights #kantar #womenincx #womenincxpodcast #inspiringwomen #inspiringwomenincx #femalelead #leadership #cx
Thursday Dec 03, 2020
Thursday Dec 03, 2020
‘There are no ‘women of colour’ in Africa’
This week’s Women in CX Podcast guest, The CX Queen of Nigeria, Debbie Akwara came on the show to share her career story and share the moments that shaped her into the formidable woman she is becoming.
Including her shocking recent and first ever experience of being referred to as a ‘woman of colour’ when she dared to challenge the status quo of how the CX community functions in the West.
Whilst being well known across her home continent for years, in the last 12 months she broke through to become globally recognised as a thought leader. And earned her place at the table.
Yet as a woman from Africa, she was made to feel her voice was deemed as less valuable.
More women all over the world are rising up to take their rightful place on global stages, being better enabled by the digital communications and collaboration revolution.
I’m proud the women in CX community is here to amplify the voices of women who are ready to be heard. And those who aren’t ready for us, best get set. As women like Debbie, will not be ignored.
Tune into the podcast to hear:
- More of Debbie's fascinating backstory
-The African CX perspective
-Technology and CX growing pains
-The similarities with Western CX challenges
-How she started her first CX projects
-The importance of business focus in CX
-Finding the right business metrics to aim for
-The lessons she learned from her mentors
-Finding your confidence -Owning your success
-Dealing with racism as she broke through in the West
-The secret to her unstoppable girl power!
Read more and subscribe to our channels:
Youtube https://bit.ly/3jdBU2w
Spotify https://spoti.fi/33AIx9F
Sign up https://bit.ly/2ZDYCcB
LinkedIn https://bit.ly/3a0cDVx
Instagram https://bit.ly/30Aq0bM
Podbean https://bit.ly/3h6Cz3T
Show notes https://bit.ly/2ZBcILF
Twitter https://bit.ly/3fzxLD2