Inspiring Women In CX

“P is the positive emotion, but that's short-lived. What we want is that lasting impact. So, we want to be thinking about other elements of well-being that will help our products and services have that lasting, ongoing impact that means people love using them.”

In episode #606 of the Inspiring Women in CX podcast, Clare Muscutt talks to Susannah Simmons, The Software Adoption Doctor, about…

👩‍💻 Her career journey so far and how her ability to ‘make the complex simple’ enables her to support software companies “to do a better job”

💭 Working on both the customer and supplier side of software adoption and how this experience informs her approach

🗣️ Challenging her introversion by stepping outside of her comfort zone and having to fight for credibility as a woman despite her expertise

🤔 The difference between experience and well-being and why it’s important that businesses consider customer, user, and employee well-being when implementing technology

🤝 Practical steps that businesses can take to consider user well-being in change management to support ‘commitment, not compliance’ and reduce the threat

🚀 How, through considering user well-being, we’re able to think beyond just the transactional level and create products and services that enrich lives

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

⚡ Season 6 is here ⚡

In episode #601 of the Inspiring Women in CX podcast, Clare Muscutt talks to Natasha den Dekker, the Lead User Researcher at Santander, about…

🆚 The similarities and differences between CX and UX and the intersections between them both

🪓 The various disciplines User Experience is split into and what those roles look like

🆘 How failure is one of life’s biggest lessons and is vital for our personal development

🗣️ The importance of being an assertive leader and using modal verbs to communicate more efficiently

🤝 Embracing and celebrating our diversity and the unique insight it brings to CX/UX

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

‘Just because you have 50k followers, it doesn’t make you right about everything’

With influence comes responsibility, so why do some people choose to abuse it?

In the age of social media, ‘influencers’ seemingly have the power to dictate what is right and wrong in their sphere of influence and sometimes even ‘cancel’ people who disagree with their point of view.

Debate, intellectual challenge and solid argument are the cornerstones of freedom of expression and without it, we can’t make progress, especially in fields like Customer Experience.

The game-changers are those whose original thinking goes against the grain of established concepts to yield a fresh perspective and disrupt the status quo with positive effect. This is where true potential lies.

That’s why I was excited to haveI Claire Durrant on the show to talk about her unconventional career journey and lifestyle as a freelance digital nomad, including her story of being cancelled by one such influencer after she was bold enough to call out the misuse of personas in experience design. 

Tune into this week’s episode of the Women in CX Podcast to listen-in to Claire’s story, hear about her experience of going freelance, her world travels, our thoughts on the relationship between CX, UX and Service Design and importantly, how she learned to stand up for herself.

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“There’s a point when you finally decide it’s great to love other people but sometimes you have to love yourself just a little bit more and you have to choose yourself”

Some people may say putting yourself first is selfish. But when it comes to living a happy fulfilled life and career, it is essential.

We have probably all been in this position at some time or another, where we have had to choose between ourselves and a relationship that whilst being important to us, is no longer serving our happiness and prosperity.

It could be a romantic, a friend, business partner or even a boss. But staying stuck somewhere we don’t want to be for the sake of another never works out for anyone in the end.

Choosing to leave is often the most difficult decision we ever have to make, so how can we find the strength and courage to do so?

It was an absolute pleasure to have UX Matriarch Gavin James on the show to share her wisdom about how she has developed her values and intuition to support her in making better, more courageous decisions. Whether it be in her personal life, business or customer experience, developing a true north enabled Gavin to achieve remarkable things on her journey so far.

Tune in to find out more about Gavin’s story, growing up as a woman alongside the tech that shaped the world as we know it, her mantra, her views on what makes great CX and the challenges of living in Trump’s America, today.

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