Inspiring Women In CX

“As a woman, I didn't behave, act, or talk like my male counterparts. Oftentimes, I was the note taker, or the one coordinating beverages, but the silver lining… I was in the room, I was hearing the conversations, and she who controls the pen controls the actions.”

 

In episode #605 of the Inspiring Women in CX podcast, Clare Muscutt talks to Lauretta Campestre, Associate Vice President, Success Strategy at CallMiner, about…

 

📞 Her career journey so far, starting out on the frontline at a debt collection agency, quickly realising her skill and desire to help others, and working her way up to Client Success

 

👩‍💻 Making the move from contact centres to software and tech and how she leaned upon her own resourcefulness and resilience during the transition

 

📊 Connecting the dots between conversations that happen in the contact centre and how CX professionals can leverage this data to inform their CX strategy

 

🏫 Dropping out of school, entering the workplace at 17 and how her gender and inexperience shaped peoples’ perception of her

 

👭 How women are shaping the future of CX and Tech through diverse collaboration and the role that women’s communities play in this

 

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

Agnes So, the Head of Customer Support and Engagement at HotDoc, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, starting in customer service, her lightbulb moment that subsequently sparked her passion for Customer Experience, feeling like a failure when making the difficult decision to deprioritise her art, before realising ‘art’ within CX through storytelling, problem-solving, and inspiring and engaging others, and her drive and determination to make a real impact within the health tech space in Australia.

 

Listen in to the full episode as Agnes talks about…

💡 The lightbulb moment that sparked her passion for CX

🎨 Deprioritising her art practice before realising the art and science of CX

💥 How the pandemic created a shift in patient behaviour and accelerated the adoption of digital

📱 HotDoc’s mission to become the “Uber of Healthcare”, creating a seamless, end-to-end experience for the customer

🙋‍♀️ The future of health tech, empowering patients to take control

 

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

Anne Gray, the Managing Director at Solutioneers, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising a golden thread of excellence woven throughout all of her roles, the importance of not just good but consistent customer service, her journey to motherhood and infertility struggles, finally allowing herself to be at peace, finding support on her solopreneur journey with someone “just a few steps ahead” and her research into Digital Transformation and measuring a transformation’s success.

 

Listen in as Anne talks about…

 

🧵 The ‘golden thread of excellence’ woven throughout her career

💯 The importance of consistently good service in maintaining brand reputation

🧪 Her research in the field of Digital Transformation and measuring a transformation’s success

👶 Her infertility journey and how her life came to a standstill for almost 10 years

✨ Finding your peace and being unafraid to reinvent yourself

 

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

BONUS CONTENT!

 

In episode #411 of the Inspiring Women in CX podcast, Clare Muscutt and Digital Experience Strategist, Anna Noakes Schulze take on the Metaverse! 🤖

 

Listen in as Anna talks about what the Metaverse is, where the term first came from, Gen Alpha as the “gateway drug”, the connection between Web3 and the Metaverse, and the complex terminology surrounding the tech at play (we’re taking it back to basics), and the impact of Web3 and the Metaverse on Customer Experience as a whole – what it means to us as CX professionals and practitioners and what we need to know to stay ahead of the game!

 

Don’t get left behind! Listen in closely as they…

🤔 Discuss what the Metaverse *actually* is

🗯️ Unpick complex jargon surrounding the technologies at play (5G, blockchain, NFT… 🤯)

🔦 Shed light on the recent “crypto controversies”

👉 Highlight the impact and the implications of the Metaverse on Customer Experience

🧠 And share a number of ways that we can increase our own knowledge and understanding in this space

 

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

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 

Jennie Lewis, Strategic Services Lead at Airship, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about navigating the CX tech space as a woman, finding her niche – understanding not only the technology but the customer perspective too – and dealing with dismissal by finding her voice and ‘partnering up’.

 

Key talking points include discussing …

 

🤖 The challenges faced by women in tech

🤝 Driving customer centricity in SaaS companies 

💡 Applying the principles of Design Thinking

🤨 And how to be more customer focused in product-led environments

 

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

 

#womenintech #womenincx #saas

Gita Samani, Director of Strategy at Astound Commerce joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss Digital Transformation from a CX point of view and how to avoid the pitfalls of making technology led decisions and evolve your tech stack to enhance customer and employee experience. In this episode Clare and Gita talk about their similarities as women in tech, including experiencing the perils of perfectionism that led them to both recently experiencing burnout. Tune in to hear them discuss:

 

• How Gita got into CX
• The relationship between Business Analysis and CX
• The challenges with digital transformation
• How to stop CX being the outcome of technology choices
• How to make tech drive customer, employee and business value
• The importance of delivering brand through digital touchpoints
• How to avoid technology-led decisions 
• Evolving your tech stack to enhance customer and employee experience 
• Managing burn out 
• The pandemic impact 
• Overwhelm, perfectionism and retesting priorities
• The importance of self care
• The difference between being selfish and setting boundaries
• Gita’s advice for women in CX

To find out more about joining the Women in CX community, visit www.womenincx.community

“To break the cycle of female rivalry, we have to believe there is more than one seat at the table"

 

Female rivalry happens when a woman uses her power to keep another woman down, mistreats her, or competes unfairly.

 

Here are some from my own experience:

🙅🏼‍♀️ Being told by my manager to not share my thoughts and opinions in meetings or with the big boss.

🙅🏼‍♀️ A colleague who took full-credit for my work.

🙅🏼‍♀️ A senior manager took me to a side room to attack me until I was in tears.

🙅🏼‍♀️ Confiding in a peer about about a difficult stakeholder, who then told my boss I was “having trouble building relationships.”

 

It was great to have my latest guest Sharon Boyd on the show, to talk about our more difficult experiences, but even more awesome to talk how the community of women we find ourselves in now, is completely challenging the stereotype.

Tune in to hear us talk about:

💻 The lack of female role models in corporate

💻 Challenging stereotypes of female competition

💻 How amazing the CX community is

💻 Finding a mentor

💻 The importance of male allies

💻 The Internet of Things (IoT)

💻 CX in Facilities Management (FM)

💻 What it was like taking an MBA

💻 The benefits of coaching

💻 Other ways to invest in yourself

 

We love being Women in CX!!

 

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Talking about talking about CX in tech, the importance of communities for women, and the power of women supporting one another to succeed.

 

'When women support each other, incredible things happen.'

 

While both men and women benefit from having a network of well-connected peers, women who also have an inner circle of close female contacts are more likely to land executive positions with greater authority and higher pay.

 

Why? Women trying to rise up into leadership face cultural and systemic hurdles that make it harder for them to advance. 

 

We overcome the hurdles by forming close connections with others, and learn from the shared experiences of  women who have ‘been there and done that’.

Communities for women are special places that make it easier to meet others, share our challenges and find the support we need to make headway.

 

That’s why I was thrilled to have Anita Siassios on the show to talk about her experience of building communities for women in Cyber security in Australia and how she is working to include indigenous women too.

 

Tune in to hear us talk about:  

 

🤖 How Anita got into CX

🤖 The growing B2C cybersecurity risks 

🤖 Creating communities for women

🤖 Supporting indigenous women in Australia 

🤖 Acknowledging white privilege exists

🤖 The future skills needed by WICX

🤖 Building your CX peripheral vision

 

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What if the bottom line in Customer Experience isn’t the customer... it’s still the bottom line?

It may seem counterintuitive, but what if the best way to get a business on board with focussing on customers, isn’t by focussing on them at all?

In the penultimate episode of the series I got to talk to a CX commercial queen Jo Boswell about her approach to getting investment in CX that had CFO’s raving about her— And she didn’t start with talking about fixing customer pain points.

Listen-in to her British Airways career stories from riding Concorde on the ‘Bob Job’ serving as a graduate assistant to legend Bob Ayling, to reclaiming an unintentionally sexist slight in the 90’s and being known as one of the four horsewomen of the apocalypse to her eventual senior roles leading the way to better customer value management through data, insight and technology.

You are in for a treat, my CX friends!

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