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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
Tuesday Jun 21, 2022
Tuesday Jun 21, 2022
Ellie Sutton, the Senior Customer Experience Lead at Waitrose & Partners, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about Anthropology as a route into CX, realising that she had a different way of doing things, knitting together customers and operations, being her own advocate in a male-dominated environment and how she used this to her advantage, the importance of brand as a key differentiator, how digital and retail are no longer distinct business units and how we must harness digital to enhance our propositions.
Listen in as Ellie talks about…
🧠 Studying Anthropology – why people think the way that they do – before moving into food retail as a graduate trainee
🤔 How she approached things differently, listening to customer feedback and “knitting” this together with operations
🙋♀️ Being her own advocate and viewing CX in supermarket retail through a female lens
🛍️ Post-pandemic shopping habits and the acceleration of digital – using this to enhance propositions
📈 CX, service and proposition design, cherry-picking experiential elements and integrating these into a mass-market
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
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