Inspiring Women In CX

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Friday Nov 06, 2020

Clare Muscutt talks with Stacy Sherman about our mother’s influence and advice on female leadership.

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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Friday Oct 02, 2020

Clare Muscutt chats to Katie Stabler about women supporting women and influencing the CX agenda.

Friday Oct 02, 2020

Who you work for makes all the difference.

Strike it lucky with a true leader who endorses, champions and supports you gives you all the confidence in the world to go out there and reach for new heights.

But if you have the misfortune to work for someone who micromanages you to the point of distraction, it can leave you doubting your own abilities and if anything, curb your ambition.

For every tale of awesome female leadership, we all have one story of a fellow female who made our lives HELL and in some cases, even bullied.

Thankfully these examples are few and far between. But bouncing back after such an experience isn’t necessarily easy once the damage to our self-confidence is done.

What we need is a community of women who network, support and inspire each other to succeed and as my guest on the show today, Cultivate CX founder Katie Stabler demonstrates, support one another to rise up.

I was thrilled to have Katie on the show to hear her career story, find out how she introduced CX to some very unexpected places in a highly male dominated environment and share our experiences of women supporting women.

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Thursday Aug 13, 2020

Clare Muscutt talks with Janelle Mansfield about the pros and cons of being an alpha-female in CX.

Thursday Aug 13, 2020

“And the feedback that I got was that I was a bully”

Despite our intentions, the way we communicate has a profound effect on others and their perception of our character.

Depending upon our level of self- awareness, negative feedback can come as a shock. It can rock us to the core. But how we react and bounce back from it is a far more powerful statement about who we are.

In this week's episode, Janelle Mansfield shares her experience of being an ‘Alpha Female’ and how this has served her during her career. From her directness being an asset in male-dominated environments to having to re-learn how to work with women, Janelle’s is a story of courage, truth, and authenticity.

You’ll also hear about making her way up the ladder from humble beginnings at Burger King, how this experience fuelled her passion for a future career in CX, how you can harness commercial acumen to transform your CX influence and how she is using digital tools to make remote CX workshops transcend the current barriers we are experiencing with face to face ways of working.

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Friday Jul 24, 2020

Clare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.

Friday Jul 24, 2020

What does it take to have the edge when it comes to customer experience leadership?

This is a question we continually ask in CX but seldom receive a straight answer. One usually hears the same old CX dogma of ‘needing the CEO on board’, ‘customer-centric culture’, or some kind of organisational design that puts CX itself in a position of power and authority. But few of us have ever sat close enough to the top table to really know for sure what it takes to influence at that level..

That’s why I jumped at the chance to talk with a woman who’s career led her to become a Chief Customer Officer, who ‘earned her stripes’ and who’s inspiring story has much to teach us when it comes to not only learning the secrets to being a true CX leader but also what it takes to become one.

Kate Thornton is an incredible role model, who’s clarity and realisation of her own agency meant she started asking for what she wanted as she climbed the ladder to success. But the most inspiring thing is her perspective forged by her experiences of working in Scandinavia, that real success doesn’t come at the expense of others. In fact, the key to winning can be found by individuals and organisations who have higher goals to operate from a place of community, where success is shared.

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