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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!
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