In this special edition of the Inspiring Women in CX podcast series, celebrating the winners of the Inspiring Women in CX Awards 2025, Katie Stabler joins Clare Muscutt to explore what it really takes to build a successful customer experience consultancy rooted in humanity, resilience, and authentic leadership.

Named Solopreneur of the Year 2025, Katie reflects on her journey from unexpected redundancy to running a thriving independent CX consultancy for over five years. Together, Clare and Katie unpack the realities of solopreneurship, navigating personal adversity, and maintaining a human-centred CX philosophy in an increasingly AI-driven world.

The conversation also dives into Katie’s book, CXism, which challenges traditional views of customer experience by reframing CX as a cultural belief system rather than simply a business function.

Whether you're a CX consultant, leader, founder, or someone navigating the future of customer experience in the age of AI, this episode offers honest insights into resilience, leadership, and building a values-led business.

Key Insights:

• Building a customer experience consultancy in an AI-driven world requires more human connection – not less.
• Resilience in business is often about continuing to show up through uncertainty and personal adversity.
• Human-centred CX creates stronger long-term customer relationships built on trust and empathy.
• Solopreneurship can feel isolating, but it also creates freedom, adaptability, and authenticity.
• Visibility, relationships, and reputation can become more powerful than traditional marketing strategies.
• CXism reframes customer experience as a mindset and cultural philosophy rather than a department or process.

Timestamps: 02:07: Career Inspiration & Human-Centred CX Leadership 05:48: Staying Human in an AI-Driven Customer Experience Industry 10:03: Why Women in CX Technology Matter More Than Ever 12:19: Starting a CX Consultancy During the Pandemic 19:42: Burnout, Grief & Building Resilience as a Solo Entrepreneur 29:19: Writing “CXism” & Growing a Global CX Brand 37:17: Advice for Women Starting a Business in Customer Experience

About Katie Stabler: Katie Stabler is an award-winning customer experience consultant, speaker, and author of CXism. As the Inspiring Women in CX Awards 2025 Solopreneur of the Year winner, Katie is passionate about helping organisations create more human-centred customer experiences through culture, empathy, and authentic leadership.

Resources & Links:

• Explore the Women in CX Community
• Learn more about the Inspiring Women in CX Awards
• Discover upcoming Women in CX Events
• Listen to more Inspiring Women in CX Podcast Episodes

As one of the few women building the technology that so many CX teams rely on every day, Sierra offers a unique lens on one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken? And why who builds the technology matters just as much as the technology itself.

Many organisations are racing to implement AI, but few are addressing the fragmented systems, siloed data and agent-experience challenges that limit its potential impact. 

With extensive experience across Intel, AWS, Wacom and several EdTech companies, Sierra shares how her career has been shaped by one core question: what happens at the moment a human touches technology – and what does it cost when that experience breaks?

Clare and Sierra unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value. 

A must-listen for CX and technology leaders navigating AI transformation and looking to build smarter, more effective customer experiences.

In this insightful conversation, Judy shares how her background in industrial engineering shaped her structured, results-driven approach to customer experience. From early process improvement work to becoming a global CX advisor, Judy reveals how she connects CX initiatives directly to commercial outcomes – helping organisations prove the value of experience-led transformation.

She also reflects on the power of influence, storytelling, and executive presence in driving change, particularly for women leading in technology-driven environments.

Together, Clare and Judy explore:

• Connecting CX investments to measurable business value in regulated industries.
• Why modern CX leadership requires balancing innovation with empathy.
• The evolution of personalisation – from basic segmentation to real-time, individualised experiences at scale.
• The growing role of AI in enabling proactive, human-centred experiences.
• The importance of thinking like a business leader, not just a CX leader.

This episode celebrates Judy’s pragmatic and commercially savvy approach to CX. Packed with practical wisdom and inspiration, it’s a must-listen for anyone who wants to strengthen their strategic influence, demonstrate impact, and shape the future of experience in their organisations.

In this uplifting conversation, Shannon opens up about her journey of overcoming imposter syndrome, owning her accomplishments, and leading meaningful customer experience innovation in a traditionally risk-averse sector.

She reveals the innovation that earned her this year’s award: a bespoke GenAI Copilot agent she built from the ground up to revolutionise VOC workflows, enhance the depth and reliability of customer insights, and strengthen strategic collaboration.

Together, Clare and Shannon explore:

• Stepping outside of your comfort zone to overcome imposter syndrome and accelerate your career.
• The core capabilities of modern leadership – from empathy and curiosity to collaboration and impactful storytelling.
• Practical, human-centred ways to use AI in customer experience while keeping people firmly in the loop.
• Sparking innovation in risk-averse industries by focusing on the problem before introducing technology.
• How CX professionals can stay future-ready through networking, mentorship, and continuous learning

This episode is a celebration of Shannon’s refreshingly practical and deeply human approach to CX, offering listeners the confidence to lead innovation in their own organisations. A must-listen for anyone wanting to grow, innovate, and make a real difference! 

While most companies are focused on building AI capability, few are actually preparing their people for the change — and this conversation flips the script.

Clare and Jen discuss the skills, culture, leadership behaviours and practical steps required to help teams work confidently with AI — and how to build trust, readiness and adoption in a way that empowers people rather than replaces them.

A must listen for CX leaders who want to future-proof their teams, beyond hype and beyond fear.

Shaped by a profoundly personal experience, Susanna shares her inspiring journey, revealing how vulnerability and empathy transformed her workplace – and customer experiences. 

Clare and Susanna explore:

• Leading with empathy and inclusion to drive meaningful connections with employees and customers
• The courage of vulnerability in leadership and how it sparks transformative cultural change
• Practical strategies for building psychological safety and fostering thriving teams
• The power of authentic, people-first leadership in shaping extraordinary workplaces
• Lessons on collaboration, belonging, and lifting others as you rise

This episode celebrates Susanna’s remarkable leadership and the thriving CX culture she’s built. Packed with real-world insights, it’s an inspiring listen for anyone looking to create genuinely human-centred workplaces.

With unwavering commitment and fierce passion, Stine has devoted her career to breaking down barriers for marginalised people in customer and employee experience. Drawing on her own lived experience and the voices of those too often overlooked, she is a true advocate for designing inclusive journeys that work for everyone.

In this powerful episode, Clare and Stine explore:

• The personal motivation behind Stine’s fight for inclusion and why representation matters How designing for the edges creates smoother, more accessible experiences for all
• The commercial power of inclusion — and why accessibility is as profitable as it is ethical
• Tackling cognitive overload and removing the “burden of explanation” from marginalised customers
• Standing firm in the face of global DEI backlash and why resilience is key

A conversation marked by honesty, passion, and practical insight, this episode demonstrates the power of inclusion in action. 

Stine’s story is a rallying call for CX leaders everywhere to put inclusion at the heart of their work – not as an afterthought, but as the foundation of truly great customer experiences.

With the market more competitive than ever, Kerry shares her expert insights on why so many talented CX leaders are currently on the open market—and what it really takes to stand out and secure the right role.

Together, Clare and Kerry explore:

• The real reasons behind the CX job market squeeze
• The most common mistakes job seekers make (and how to avoid them)
• How to build a personal narrative that balances confidence with authenticity
• Practical strategies for resilience, self-promotion, and staying visible during a tough search

Kerry also opens up about her own journey, the challenges she’s overcome, and the role that community has played in shaping her career and mission.

Whether you're actively job hunting, navigating uncertainty, or thinking about your next move, this episode is packed with real talk, actionable advice, and inspiration for women in CX at every stage of their career.

Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.

Together, Clare and Obi explore:

• Why silos are so hard to break—and why they’re still everywhere
• What actually works when it comes to uniting data, teams, and processes
• The common traps that derail CX collaboration
• One powerful change that could help organisations truly deliver joined-up experiences

Obi also reflects on her personal journey, a challenge she’s overcome, and how being part of a community has helped her grow both personally and professionally.

If you’re tired of CX efforts that feel disconnected and want to create real impact, this episode is for you.

After first working together at Sainsbury’s, the two reconnected when Clare shared her own IVF journey on LinkedIn—opening the door for a conversation that goes far beyond career.

Freya opens up about choosing solo motherhood, navigating IVF as a gay woman, and how her background in agile product management unexpectedly prepared her for the emotional complexity and unpredictability of the journey. With warmth, honesty, and reflection, she explores how becoming a parent has reshaped her sense of identity and leadership.

A must-listen for anyone considering IVF, solo parenthood, or simply doing life—and work—on their own terms.

In episode #806 of the Inspiring Women in CX podcast, Clare is joined by Managing Partner Michelle Ansell for a refreshing and honest conversation about the winding road of career progression, the realities of leadership and what it really takes to thrive in a competitive landscape.

Michelle shares her story of navigating a non-linear career path–starting out in insurance, moving into recruitment and eventually launching her own business. She credits her success to persistence, mentorship, and seizing opportunities, even when she didn’t feel completely ready.

Together, Clare and Michelle unpack the myth of the ‘perfect’ career path and why so many women feel pressure to follow a linear trajectory. They discuss women's tendency to undervalue their potential and wait until they feel 100% ready before taking the next step. 

Drawing on her extensive recruitment experience, Michele dispels common misconceptions about career growth and highlights the importance of visibility. She shares how learning to feel comfortable being seen and heard can open new doors—and why taking ownership of your career means showing up, speaking up, and trusting your instincts.

🎧 With real talk, practical advice, and empowering insights, this episode is a must-listen for anyone feeling stuck or underestimated in their career. Tune in now!

Anne shares her personal journey, from starting in entry-level roles in the telco industry to becoming an advocate for employee development and a champion for women in customer and employee experience. Her story is a powerful reminder of how far determination, passion and the right support can take you. 

Clare and Anne explore the differences between mentorship and sponsorship, highlighting how both play an essential role in women’s career advancement. They also touch on the significance of allyship in tackling bias and fostering an inclusive leadership culture that uplifts everyone. 

Their conversation emphasises how community support and a personal board of directors provide guidance and perspectives beyond the workplace, which help women navigate their careers with confidence and intention.

This episode is filled with actionable advice on how to build meaningful mentorships, advocate for yourself and pay it forward by supporting others along the way.

If you’re looking to make a lasting impact on your career and empower others in their journey, this episode is a must-listen! Tune in now! 🎧

In episode #805 of the Inspiring Women in CX podcast, Clare is joined by CEO and Founder Clare White for an insightful and energising conversation about building human-centred organisations through culture, leadership and employee empowerment.

Clare shares her “wiggly” career journey, from a passion project in horse racing to leading large teams and shaping CX at global brands like P&G, Microsoft and Disney. A defining moment came when she led a culture transformation at an organisation struggling with poor performance, unhappy clients, and disengaged employees. This experience sparked her passion for culture and employee experience, reinforcing the vital role of a healthy, supportive work environment and ultimately inspiring her to launch her own company to help others do the same.

She offers game-changing insights into creating workplaces where people thrive, highlighting the power of psychological safety, continuous feedback, and truly empowering employees. 

Together, both Clare’s—without the ‘I’—unpack the role of leadership in embedding company values and the real cost of neglecting employee wellbeing, particularly the rise of presenteeism. They also explore the often-overlooked link between customer-facing and back-office teams, revealing why CX success depends on the entire organisation working together—not just those on the frontline.

Tune in now to discover why, if your employees aren’t thriving, your customers won’t either—and what you can do about it.

In episode #804 of the Inspiring Women in CX podcast, Clare is joined by CX Consultant Joanna Carr for a candid and insightful discussion on customer experience strategy, the pitfalls of “CX-washing”, and the reality of delivering on brand promises. 

Joanna shares her career journey, from beginning behind the tills in Tesco to shaping CX at retail giants including Estee Lauder, Selfridges and Rituals. She also reflects on the community's pivotal role in her transition to CX consulting, proving the power of connection and support.

Clare and Joanna unpack real-world CX failures, from frustrating self-service checkouts to rigid corporate policies that hinder customer satisfaction. They discuss the critical importance of aligning operating models with CX strategy and ensuring that technology is a tool to enhance, not replace human connection.

This conversation serves as a powerful reminder that creating a seamless customer experience isn’t by accident—it takes intention, investment, and a genuine commitment to turning brand promises into reality.

The episode wraps up with a compelling call to action: businesses must take an honest, reflective look at their customer-centricity and ensure they don't make promises they can't keep.

🎧 Tune in for a thought-provoking conversation on building CX strategies that make a real impact and truly deliver for your customers!

In episode #803 of the Inspiring Women in CX podcast, Clare is joined by Executive and Leadership Coach Natalia Cerezo Martin for an honest and empowering conversation about imposter syndrome, emotional intelligence, and building confidence as a CX professional. 

Natalia shares her inspiring journey, from boldly transitioning from events to the cybersecurity industry - a space far outside her comfort zone - to starting her own business. She discusses cultivating her “Shine File” as a tool to combat self-doubt and celebrate her wins. Natalia opens up about the emotional challenges of stepping into unfamiliar territory, the value of embracing vulnerability, and the power of asking the right questions to fuel personal growth. 

Together, Clare and Natalia explore the realities of imposter syndrome and how it can be a powerful catalyst for success—pushing you to grow, learn, and break through limitations. They discuss the importance of psychological safety on fostering success and how community can be a game-changer. Natalia also reflects on how her connection with WiCX gave her the courage to pivot into coaching and entrepreneurship, proving the transformative power of support and shared experiences. 

Packed with relatable stories, actionable tips, and a reminder to trust in your own abilities, this episode is a must-listen for anyone ready to navigate challenges with confidence and step into their full potential. 🎧 Don’t miss it! 

In episode #802 of the Inspiring Women in CX podcast, Clare is joined by Founder and CEO Olga Potaptseva for a thought-provoking conversation on aligning customer-centricity with organisational strategy to drive impactful change.

Olga shares her expertise on uniting people, processes, and technology under a shared purpose, breaking down silos to empower teams and enhance the customer experience. Together, Clare and Olga delve into the human side of transformation—exploring how empathy can bridge departmental gaps and foster innovation and collaboration.

Reflecting on her own leadership journey, Olga opens up about embracing her strengths, nurturing potential in others, and evolving her approach to driving meaningful change.

Packed with practical insights and heartfelt reflections, this episode is a must-listen for leaders and teams striving to build purpose-driven, harmonious workplaces. Tune in to discover how to transform your approach  🎧

In episode #801 of the Inspiring Women in CX podcast, Clare is joined by Chief Operating Officer Katie Costello for a heartfelt discussion on navigating career transitions, facing redundancy, and turning uncertainty into a powerful opportunity for growth. 💪

Katie shares her personal story of stepping out of her comfort zone after leaving her long-term role at Waitrose. She opens up about the emotional highs and lows of job searching, the importance of self-belief, and how she found clarity by taking things one step at a time.

With practical tips on updating your CV, preparing for interviews, and embracing expert support, Katie offers listeners a roadmap for navigating career changes with patience and self-compassion.

Clare and Katie also explore the power of community and connection - how networking and leaning into professional communities can offer not just practical guidance but also emotional support. Katie’s message is clear: be kind to yourself, seek support, and remember your worth.

This episode is packed with insight, inspiration, and actionable advice for anyone facing change in their career. Don't miss it! 🎧

In episode #002 of the WiCX Talk Trends Podcast, sponsored by CallMiner, join Clare Muscutt as she talks to Jill Donahue, Senior Director of Business Strategy & Analytics about:

👩‍💻 Jill's journey to CallMiner and the importance of diverse experiences in career development.

👨 How allyship, especially male allyship, is crucial for advancing gender equality.

💸 The pay gap and the societal expectations that impact women’s career choices and progression.

⚖️ How the pandemic has exacerbated challenges for women, particularly in balancing work and caregiving responsibilities.

⭐ If the 'trad wives' movement reflects a societal shift in how women choose to define their roles.

👭 How mentorship and sponsorship are essential for women's career advancement.

🔮 The future of gender equality and how it relies on changing the system, not just individual behaviour.

On a mission to ensure women are at the centre of important industry conversations, join Clare Muscutt, and inspiring guests as we debate the hottest topics and explore current trends, helping you to stay ahead of the curve of the latest developments shaping customer, employee and women’s experiences.

Interested in being featured on the podcast? Reach out to us at partnerships@womenincx.community.

Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers.

Sharing his perspective on the state of CX today, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasising the role of empathy and understanding over technological solutions, 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.

1. Clean the bathroom 🧽
2. Contact customer service 📞

Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, a new series dedicated to bringing you the latest news and insights from female leaders in CX and technology, we delve into the results of RingCentral’s recent study on customer service experiences, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges associated with integrating AI into customer service operations.🔌

With almost one-fifth of respondents saying they would prefer to deal with a vermin infestation in their home than contact customer service, is it up to AI to save the day? 🤔

Want more? Check out the full survey results here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/?BMID=CMRCXINMCM

Continuing our mission to amplify the voices of women in CX and technology, sharing diverse perspectives on the latest trends shaping our industry, we’d love to hear from you! If you’d like to be featured on the podcast, please contact us at partnerships@womenincx.community.

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!

Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport, CX Senior Transformation Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves. 📣

Focusing on imposter syndrome throughout Women’s History Month and beyond, we aim to draw attention to this very real issue, foreground the very real consequences, and by doing so, inspire those who have the power to effect change to join the movement. 🤝

To learn more about our mission and become a member today, visit www.womenincx.community/membership.

With Gartner predicting that by 2027, 50% of us will be using AI personal assistants in our daily lives, they could be here much sooner than anticipated!

Joined by Sirte Pihlaja, CEO of Shirute, listen to episode #706 now as we explore what machine customers are, how they’re set to impact the future of CX and EX, and as CX leaders, what we should be thinking about now to ensure we’re equipped for their arrival.

So, with employees and agents set to interface with AI in the near future, is it machine customer experience that we instead need to be designing for? 🤔

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

… that’s the question raised by today’s inspiring woman in CX, the Co-Founder of Neos Wave, Maria McCann.

Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame. ❌

Sharing a ‘cringe-inducing’ anecdote and shining a light on the state of CX today, in episode #705, Clare and Maria discuss our obsession with metrics and KPIs above and beyond using common sense and providing kind and compassionate service, how frameworks intended to unify and elevate benchmarks are instead killing our creativity, and whether we’re losing sight of the end goal – improving experiences for customers.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

If empathy isn’t the answer, what is? 🤔

Joined by Andreena Leeanne, a Lived Experience Speaker and the Author of the poetry book ‘Charred’, in episode #704, she and Clare explore the concept of intersectionality and its importance when creating spaces for others to show up as their full, authentic selves, discuss whether it’s truly possible to empathise with someone whose lived experience is different to that of our own and foreground why “not seeing” race, colour, and gender isn’t enough if we’re to create a kinder, more inclusive world for everyone. ❌

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.

In episode #703 of the Inspiring Women in CX podcast, we’re not prancing around…

Joined by Global CX Specialist, Ian Golding, he and Clare discuss the need for support and collaboration in an industry that often leaves us feeling isolated, foreground the importance of recognising our own privilege, and address the scepticism surrounding the need for women’s communities in 2024.

As well as explaining why we can’t wait for the day that Women in CX doesn’t have to exist, Ian shares his thoughts on today’s “highly political and divisive” CX landscape, whether current CX competencies are a rod for our own back, and ponders the question “In its current state, is CX on the road to extinction?”. 🤔

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

With some “cheeky” questions for former CEO of the CXPA, Diane Magers, in episode #702, Clare and Diane debate the metrification of CX and how it’s become synonymous with a score, the mindset, skills and capabilities we need as CX leaders to succeed not just today but in the next generation, and how we can create clear business value in the here and now, ensuring, that like marketing and sales, our jobs are safe.

So, rather than a focus on lagging indicators, NPS and certification, how can we be proactive, collaborate, and adapt to the business problem to meet the customers’ needs and demonstrate the financial impact of the experience too? 💲

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

Armed with disposable lab coats and with the warning sign in place, in episode one of our fully reloaded, increasingly audacious new series, Sandra Thompson details all about her “highly sensory” employee experience workshop and how, through a game of bean roulette, she served up a stark reminder to us all about the taste we leave in customers/employees’ mouths.

As well as highlighting the importance of psychological safety and the significant impact that our actions have on others, Sandra shares her thoughts on the current state of CX, her predictions for 2024 and explains why brushing up on our business acumen is key if we’re to influence the agenda.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

In episode #609 of the Inspiring Women in CX podcast, Clare Muscutt talks to Christine Hemphill, Founder and Managing Director at Open Inclusion, about…

👂 Her experiences working in the mining, shipping, and banking industries and how CX and listening to the customer were woven throughout her career

♿ How her own personal experience gave her a real understanding of the breadth of human diversity and disability

❌ Founding Open Inclusion and setting out to challenge the dichotomy that experiences can either be delightful or accessible – but not both

🔗 The definition of inclusive CX and how different dimensions of our identity profoundly change our experience of disability

👣 The exclusion footprint and the importance of being conscious of our own when making business decisions

🤔 The limitations of current practices and what CX practitioners can do to make insights more accurate to the breadth of customers’ experiences

🧑 Her thoughts on ‘inclusive personas’ and how these are actually in danger of misinforming design

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

In episode #608 of the Inspiring Women in CX podcast, Clare Muscutt talks to Marina Bezuglova, the Executive Director of Healthcare, CEE, at Ipsos, about…

📚 How she found her way into the Women in CX community and found help and support in publishing and translating her book

⚕️ Her background in Psychology, holding a PhD in Medicine, and how an interdisciplinary approach allows for the formation of new knowledge and innovative solutions

🤝 Combining her interest in research, medicine and people working in social and market research at GfK, before becoming a top manager and leading the development of customer experience research and continuous improvement

🗯️ Growing from “useful crises” and the importance of being a mindful and empathetic leader, particularly in times of disruption and transformation

❌ The relationship between stress and creativity and how if we neglect our most basic needs, we’re unable to negate mental blockers and develop out-of-the-box solutions

🗣️ The role that both cognitive and emotional empathy play in decision-making and how storytelling can bring the customer/patient’s reality into focus

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

In episode #607 of the Inspiring Women in CX podcast, Clare Muscutt talks to Sonia Etxebarria, Founder and Strategist at Akuyari, about…

👭 How she made her way into the Women in CX community and went on to found her own customer-centric design agency, Akuyari, collaborating with other members to do so

👩‍💼 Working in Telco and Logistics before making the leap from corporate to entrepreneurship and doing things her own way

💪 The importance of recognising the value that you bring and playing to your strengths to win in business

🗣️ Challenging the negative connotation around ‘selling’ and self-promotion, particularly as women

🎨 Her passion for service and experience design, the importance of research and discovery, and fashioning her own methodology

💬 Why it’s critical to conduct qualitative research to understand feelings and motivations and use quantitative research to validate findings

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

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

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

To what extent are we able to empathise with a person who looks different from ourselves or has a different lived experience from that of our own? 🤔

Well, that’s just one of the discussion points raised in the latest episode of the Inspiring Women in CX podcast!

In episode #604 of the Inspiring Women in CX podcast, Clare Muscutt talks to Ejieme Eromosele, GM, EMEA at Quiq, about…

📰 Taking calculated risks, discovering Customer Success as a career path, and her role in driving digital transformation at The New York Times

⛔ Her perfectionism and desire to make her parents proud and the debilitating impact of this

🧠 The importance of emotional intelligence and managing your own emotions and activations as a leader

🤖 How advances in technology are actually allowing us more time to ‘be human’ and to connect with one another

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

🇹🇹 Pioneering CX in the Caribbean and the growth of the industry in recent years

🧰 Her practical approach to CX having led, designed, and implemented experiences from scratch

🗯️ The negative reputation that surrounds the term ‘consultant’ within the region

⚖️ Bootstrapping, burnout, micro-managing in the pursuit of perfection, and the elusive work-life balance

⏩ Implementing AI to ‘shorten the route’ to human connection and empower agents and employees

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

✨ Embracing your uniqueness and using it to your advantage

🤝 The relationship between CX and Marketing

👩‍💼 The importance of authenticity, especially in leadership roles

👨‍👩‍👧‍👦 Federating communities and accelerating the time to value

📊 How metrics indicate that the work being done is tangibly improving revenue

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

💼 Her impressive career trajectory from working at Teledyne e2v and leading the CX transformation at Solus ARC (Aviva) to becoming an independent consult

🤝 Her integrative approach to coaching and how this enables her to view the ‘whole’ person

🙋‍♀️ Her experience as a Mexican American immigrant and how this informs her passion for blending CX and DEI to drive positive change

⚠️ The fundamental issues surrounding identify that need to be addressed and how Customer Experience professionals can pave the way for change

✨ Embracing the concept of being an intrapreneur – creating a vision for yourself, and your future, and stepping into it

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

📱 Participation Marketing and the deep impression this leaves on consumers

🎼 Viewing Brand Experience as an orchestrated score of multiple components that construct the brand in someone’s mind

🔤 Utilising text technology to reverse engineer Brand Experience and tailor investment

📊 How the experiences of today impact the metrics of tomorrow

🔮 The future of CX and how it lies in Share of Experience and agile working

Do you understand which areas of your brand resonate most with customers? If so, do you tailor your investments to this? Let us know in the comments! ⬇️

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

🤝 Her experience with Capability Co and their work on the shift from job titles to innate human capabilities

📃 How the Human Capability Standards are ensuring the workforce of tomorrow is focused on skills such as innovation, creativity, and leadership

🎯 Teaching young people to focus on their core skills to provide direction, rather than feeling pigeonholed by traditional education systems

🗣️ The importance of coaching in leadership and how leaders should embody vulnerability and courage

🔑 The three key levers essential for businesses to succeed and how they can be adapted for the workforce of the future

What are the innate human capabilities that make you effective in your role? Let us know in the comments below! ⬇️

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

Listen in to the full episode as Lynn talks about…

👂 Her route into CX and role as a VoC Manager

🗣️ Finding her voice in typically male-dominated environments

💸 Reducing the need for remedial customer experience investments

🚧 The organisational silos that exist and the role we play as CX professionals in “smoothing” these

💡 Her 4 universal tips for engaging stakeholders and securing “win-win-wins”

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

Listen in to the full episode as Crystal talks about…

💭 Challenging her own self-limiting beliefs on her route to becoming a ‘mompreneur’

🔥 Igniting leaders and exciting employees

🎨 The importance of EX Design from the point of interviewing, onboarding and throughout

🚀 Ensuring, as organisations, that we’re “good enough” to secure top talent

🤝 The similarities, differences and overlaps in EX and CX design principals

📊 The ROI of EX and EX metrics to consider

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

Listen in to the full episode as Melissa talks about…

👣 Her route into CX and realising she’s put the customer at the heart all along

🛒 Starting out on the shop floor and how this ‘operational grounding’ informs her role today

🚧 The disjunct between the ‘ivory tower’ and those working on the frontline (and how the pandemic accentuated the sense of ‘us versus them’)

💥 Experiencing bullying within the workplace and how she channelled this pain into power

🤝 Why we need more “joined-up” thinking to engage and empower our employees long-term

✍️ The importance of focusing upon qualitative and quantitative research, and service KPIs, as opposed to ‘productivity measures’

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

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

With Monday the 10th of October recognised as World Mental Health Day, in this episode Alex shares a powerful message, not just for leaders, but for everyone, and that is “to lead with empathy”, create a culture of openness and honesty that enables employees – people – to show up each day as their full selves and to feel safe in sharing their challenges.

Because we never know what someone else is going through.

So, this week, and every other, be kind.

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

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 

In episode #414, Clare is joined by CX Design & Career Coach, Amélie Beerens, for what is both a challenging and inspiring conversation.

Suffering from what she believed to be burnout from work, Amélie recalls being diagnosed with post-traumatic stress disorder (PTSD) as a result of childhood trauma.

Confiding in one another, Clare and Amélie recall similarities in their experiences of trauma, discuss the enduring impact and share their individual journeys towards healing.

Because our experiences of abuse do not define us.

Listen in as they talk about…

🚩 The symptoms of PTSD and how it manifests

🤝 Seeking professional support to heal

🧠 Recognising trauma and the impact on relationships

💬 The importance of finding safe spaces to talk

💕 Hope, resilience and realising that trauma is not a life sentence

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

Listen in as she talks about…

🔬 How studying Marketing and Economics sparked her interest in Customer Research

🙋‍♀️ Leading a loyalty development programme at GfK, before rolling out a global methodology

📊 Utilising customer data and insights to deliver business results

✨ The importance of self-belief in crafting the career and the life that you want

🤔 What it means to be a ‘customer-enabled’ organisation

📚 Her library of CX ‘micro-actions’ – things we can implement with virtually no budget

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

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

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

Listen in as Chelsea talks about…

🤝 Co-founding the Caribbean’s first all-female-led CX consulting agency, EXCO

🙋‍♀️ Being a ‘Chief Excitement Officer’ (and what the role entails)

📚 The state of CX in the Caribbean and her personal mission to drive CX awareness and education in the region

🗯️ Gender equality, gender-based violence and experiencing sexist comments in the workplace

🛠️ Journey Mapping as a tool to achieve your goals, not a goal in itself

😩 Journey Mapping “burnout” and how to avoid it

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

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 

Listen in as Gemma talks about...

🔮 Being ‘predestined’ to work in CX, realising only in retrospect that she’d been doing it all along

😊 Starting out in operations and wielding her passion for people to make customers feel special

🙅‍♀️ Combatting her Imposter Syndrome and redefining what success “should” look like

🧠 Adopting a growth mindset and how creating a sense of “interconnectedness” is key to being a great (CX) leader

💬 The importance of trusting ourselves and recognising what “drives and drains us”

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

Listen in as Naima talks about…

🛫 Her CX career journey, from working on the frontline at Emirates to founding Content CX Consulting

🗺️ How experiencing CX and service delivery within different countries and cultures sparked her desire to raise the bar in Kenya

💍 Being ‘derailed’ by love, consequently dropping out of school and getting married at 21

🙋 How – from humble beginnings and with her parents as her inspiration – she became a financially independent woman “slaying life” and following her dreams

📈 The current state of CX in Kenya and the impact of sudden economic growth, rising customer expectations and technological advancement

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

Key talking points include…

💪 How Thirza ‘took the plunge’, leaving her corporate role and co-founding CX consultancy, CX Unraveled

⚖️ Discussing “mum-guilt” and what a healthy work-life balance looked like for Thirza

📋 Outlining the 7 factors key to achieving a ‘customer-obsessed’ culture, including the importance of empowering frontline employees and targeting those “in the middle”

🤔 Thirza’s advice on where to start when creating culture change within your own organisation, analysing your current state and identifying areas for improvement.

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

Elena was in Kharkiv when the war started and spent a week living in bomb shelters with a friend and her daughter before beginning the journey to Poland as a refugee herself.

In this episode, she shares her lived experience and calls on other CX specialists to use their skills to aid crisis efforts and help refugees to settle in new countries.

Listen in as Elena…

👉 Recounts her own experience fleeing Ukraine under the constant threat of bombardment

👉 Shares the contrasts in humanity she experienced as a refugee

👉 Discusses empathy for others in light of her escape, not as a Customer Experience professional, but as a ‘Human Experience’ professional

👉 Puts forward how CX thinking can help in crisis situations, mitigating fear and uncertainty for those affected

👉 Highlights what we can all do to help, from offering accommodation to removing language barriers

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

Bye-bye CX blabber!

Key talking points include…

🧰 How Stine applies her Sociologist’s toolbox to CX

🎢 Her journey to becoming Tivoli Garden’s first-ever Customer Experience Manager

🤝 The importance of ‘fusing’ employee and customer experience in a regulated industry 

💡 How her own life experiences enabled her to ‘step out’ of the mainstream

🙅‍♀️ Why, as practitioners, we must challenge how CX ‘should’ be done 

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

Key talking points include discussing…

🎓 Graduate schemes as a route into CX

💥 The boom of digital transformation since the pandemic  

✅ Meeting customer expectations at every touchpoint (and identifying barriers!)

📳 The pillars necessary to deliver seamless omnichannel experiences

🤖 The consequences of cutting corners in tech implementation

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

Key talking points include discussing…

🛠️ The development of CX in Saudi Arabia

💬 The use of qualitative insight to drive CX

📳 How mobile ethnography and ‘insight communities’ can help organisations to build a comprehensive picture of who their customers really are

🙅‍♀️ And how to leverage the data available to you to get closer to customers, even when you have zero budget

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

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

Additionally, Sarah talks about how the Grenfell Tower tragedy sparked change within the social housing sector, the importance of co-creation and community engagement in centralising the voice of the customer, and also how we can harness data and tech as a tools to deliver value for the customer, employee and business.

Tune in to hear them talk about:

👉 Hospitality as a pathway to CX.

👉 The switch from business to customer measures.

👉 Challenging traditional gender roles.

👉 CX in the housing and not-for-profit sector.

👉 How the Grenfell Tower tragedy sparked change.

👉 The importance of co-creation and community engagement groups.

👉 The challenges presented by data (or lack of!).

👉 Breaking down the stigma surrounding social housing.

👉 Harnessing digital to support customers.

👉 Sarah’s advice for women in CX.

For more information about how you can join the world's first online community for women in customer experience, visit www.womenincx.community

Tune in to hear them discuss:

👉 Blank-sheet-of-paper CX jobs

👉 Hybrid approaches to CX 

👉 CX in platform-based businesses

👉 The power of test-and-learn in CX

👉 Being diagnosed with ADHD

👉 Neurodivergence as a CX superpower

👉 Coping skills for living in a neurotypical world

👉 Building neurodiverse teams

👉 The importance of finding a sponsor

👉 The power of partnering with different thinkers 

👉 Adi’s advice for businesses to create equity and inclusion.

For more information about how you can join the world's first online community for women in customer experience, visit www.womenincx.community!

• 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

Tune in to hear more about: - The moments that shaped Sarah's career - How she embraced her 'disruptive' nature - Using her different thinking to fuel success as an entrepreneur - The highs and lows of starting, scaling, and selling her own business - Becoming an 'entrepreneur in residence' - The dangers of CX 'gimmicks' - Acquisition vs retention in retail - How to get C-suite onboard - The differences in female leadership - Balancing customer, brand, and commercial priorities - Using behavioural customer data to drive better decisions - Developing your own resilience  - Sarah's advice for women in CX

You can find out how to join the world's first online membership community for women interested in CX by visiting www.womenincx.community

“Lean into who you are and don’t feel that you have to change to be successful.”

The conversation also delves into…

• The evolution of CX insights

• How brands can amplify or undermine women’s confidence

• The creation of proof-points to deliver on brand promise

• How Amy reached CEO level

• Using CX to create (and to prove) ROI for organisations

• How to create environments within which women thrive

• How evidence of D&I is more important than brand statements

• The importance of authenticity

Visit https://womenincx.community/ for more inspiring content, and to find out how to join the world's first online membership community for women in customer experience.

#womeninbusiness #ceo #customerexperience #research #insights #kantar #womenincx #womenincxpodcast #inspiringwomen #inspiringwomenincx #femalelead #leadership #cx

We have all felt this way at one time or another. But for minorities, this can be a regular occurrence.

Thankfully businesses now recognise the value of diversity and inclusion.

❌ But inclusion isn't an HR policy, D&I training or a hiring initiative. 

❌ It isn’t flying rainbow flags during PRIDE.

✔️ Inclusion is creating a space and culture which enables all employees to feel safe to fully bring themselves to work. 

✔️ To be seen, heard and celebrated for our differences, and valued for who we are.

My awesome guest on the podcast this week, Lara Hussblebee, identifies as a Queer Woman in CX and came on the show to share how she is using Design Thinking and Human Centred Design to help companies understand and empathise with minority groups, on her mission to include the excluded.

This episode reminds us that the most powerful way to include others is to remember the feeling you experienced, at the moment you felt excluded, and connect with it. 

As the most fundamental capability needed to include others is quite simply, Empathy.

The biggest barrier to get over is often language. 

Not feeling awkward talking and avoiding conversations ‘just incase I say the wrong thing’

Lara talked passionately about the positive intent to include others being the most important thing.

We all feel awkward when we are more worried about what to say. So let’s lean into that feeling, start the conversation, feel for one another, ask questions and simply listen

Tune in to hear us geek out on CX Design, and talk about:

🌈 Finding our way into CX

🌈 Design Thinking and Human-Centred Design

🌈 The similarities and difference between design disciplines

🌈 The Future of CX

🌈 Being a proud queer woman in CX

🌈 Usability - serving practical needs

🌈 Empathy - serving emotional needs

🌈 Empathy and Gender

🌈 LGBTQ employee experience

🌈 Rainbow Youth

🌈 Co-creation with minority groups

🌈 Intersectional feminism 

🌈 Including the excluded through HCD

🌈 Using our skills to support charities

🌈 Maxing communities stronger through HCD

🌈 Helping minority groups feel heard, seen and celebrated

🌈 What it means to be a great ally

#LGBTQ #inclusion #humancentreddesign #designthinking #queerwomenincx #customerexperience #employeeexperience #diversity #womenincx #femaleentrepreneurs #inspiringwomen #womeninbusiness #womenentrepreneurs #girlboss #howtobeawesomeatcx #womenempowerment #womensupportingwomen #womeninbusiness #womenownedbusiness #girlpower #femaleboss #podcast #womenincxpodcast #womenincxcommunity #claremuscutt

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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'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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#womenincx #femaleentrepreneurs #inspiringwomen #womeninbusiness #womenentrepreneurs #girlboss #howtobeawesomeatcx #womenempowerment #womensupportingwomen #womeninbusiness #womenownedbusiness #girlpower #femaleboss #podcast #womenincxpodcast #womenincxcommunity #claremuscutt

“Roll up roll up, ladies and gentlemen the show is about to begin!”🎪

Do you remember the thrill of hearing those words?

Live entertainment was undoubtedly one of the hardest hit over the last 12 months, but with a vaccine in sight, I for one can’t wait to be entertained and experience the wonderment of big iconic events again.

I was thrilled to be joined Carolene Meli as my guest on the Women in CX podcast this week as she spent 10 years living and working on the road, leading teams of employees in cities all around the world to deliver the unforgettable guest experience that is Cirque du Soleil!

Tune in to hear us talk about:

🎪 Why Carolene left home & joined the circus

🎪 What it’s like to live and work on the circus road 

🎪 The challenges of delivering temporary live experiences

🎪Overcoming cultural and language barriers

🎪 How to manage employee engagement with temporary staff

🎪 Recruitment, onboarding, training, reward and recognition strategies

🎪 Creating magical guest experiences

🎪 Connecting employees with purpose

🎪 Experiencing your own CX

🎪 Carolene’s top tips 

🎪 Where she is up to now and heading next

We hope you enjoy the show!

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When you’re part of a discipline which is less than 30 years old in terms of practice and thinking, especially one suffering seismic shifts due to data, technology & digital, it is reasonable to assume nobody truly has all the answers.

Perhaps this is why most customer experience initiatives hinge upon programmes of measures & insights? 

CX not being well understood in business means having something tangible to evidence what we do in numerals & characters we can communicate easily to executives, is of high value to us.

But without resources predominantly allocated to using data to take action- to improve, change, innovate and show the commercial impact of action taken, is CX really of value to the organisation?

That’s why I was excited to have an expert like Chloe Woolger from Kantar on the show to have the debate & get her perspective on how to use insights and metrics to drive action.

Tune in to hear us talk about:

⚡️ Her career journey

⚡️ What it’s like working agency side

⚡️ The importance of networking for women

⚡️ Which CX metrics are most useful

⚡️ The NPS debate

⚡️ How to drive action using insights

⚡️ How to prove CX ROI

What are your thoughts?

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‘Life is short and time is precious’

With the CRUK statistics that 1 in 2 people will receive a cancer diagnosis at some point in their lives, almost everybody's life will be or have been touched by it in some way.

My guest this week, Amanda Riches shared her personal story of surviving cancer 3.5 times and that amazingly, she is able to reflect on the positives of such a harrowing experience.

Her appreciation of just how precious our time on earth is, was so inspirational.

Especially how it has become the driving force behind her desire to make people’s lives better through her work in Customer Experience.

Tune in to hear more of Amanda’s story, including:

• The challenges she faced in the 90’s
• Coming out as a young gay woman working in a male dominated industry
• Her thoughts on the future of CX and tech
• Her insight into what lessons she learned along the way
• Her advice for women in CX

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This week’s Women in CX Podcast guest, The CX Queen of Nigeria, Debbie Akwara came on the show to share her career story and share the moments that shaped her into the formidable woman she is becoming.

Including her shocking recent and first ever experience of being referred to as a ‘woman of colour’ when she dared to challenge the status quo of how the CX community functions in the West.

Whilst being well known across her home continent for years, in the last 12 months she broke through to become globally recognised as a thought leader. And earned her place at the table.

Yet as a woman from Africa, she was made to feel her voice was deemed as less valuable.

More women all over the world are rising up to take their rightful place on global stages, being better enabled by the digital communications and collaboration revolution.

I’m proud the women in CX community is here to amplify the voices of women who are ready to be heard. And those who aren’t ready for us, best get set. As women like Debbie, will not be ignored.

Tune into the podcast to hear:

- More of Debbie's fascinating backstory

-The African CX perspective

-Technology and CX growing pains

-The similarities with Western CX challenges

-How she started her first CX projects

-The importance of business focus in CX

-Finding the right business metrics to aim for

-The lessons she learned from her mentors

-Finding your confidence -Owning your success

-Dealing with racism as she broke through in the West

-The secret to her unstoppable girl power!

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How she first discovered her ability to adapt to new situations.

Discussing the current climate and changes in the world of CX and business more broadly.

The growth of brand integrity and required congruence with customer experience.

How to adapt your life and business to meet challenges and change.

The pivot consultants are making into content creation and providing thought leadership outside of conferences and events.

The importance of inclusive design and representation in decision making groups.

Jeannie's advice for WICX to help us develop resilience and adaptability.

I really enjoyed our conversation which included Diane revealing something few people know about her past that had a huge impact on her approach to life.

We covered so many topics, including:

- Her journey from clinical psychology into Marketing and CX and what she learned along the way.

-What it was like to be part of the early CX revolution alongside the Great Matriarchs of WICX. 

-Diane's theory on ‘The swimming pool moments’ of life. Hers and how it effected her.

- The importance of keep giving back to the CX community.

-Diane's views on how CX evolved and where we are heading as a discipline. 

-What it was like being the CEO of the CXPA.

-Her top pieces of advice for budding CX professionals to build their skills.

One of the most poignant moments was when Diane talked about the time she spent as a Clinical Psychologist taking care of people's mental heath at the end of their lives.

She got to talk to hundreds of people at this stage  and listened to them talk about what they 'wished' they had done differently.

"Nobody ever wished they had spent more time at work" She said. Which serves as a reminder for all of us to get busy with the 'Business of living'

We hope you enjoy the show!

See ya'll next time!

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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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The simple fact is women bear the majority of unpaid responsibilites for childcare, get paid less than men for the same work and in some cultures, despite high levels of education, are not afforded the freedom to work due to gender stereotypes.

According to McKinsey, disparity is particularly apparent in the Middle East, where women are the lowest work force participants in the world at just 24.6%.

I was fascinated to hear from this week’s podcast guest, Gulf CX Professional of the Year, Maya Kalifah, about her views on how female empowerment is the key to shifting male attitudes, and how changes being made by GCC leaders will facilitate a brighter future for women to rise up and take their part in the fourth industrial revolution.

Maya is one inspiring woman in CX, so tune in to hear her story of growing up in war-torn Lebanon, witness her incredibly powerful feminism and see how she is using her voice to leverage opportunities for other women, as CX grows at pace in the Gulf Region.

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🤰 54,000 pregnant women have been made redundant, a figure doubled since 2005

👶🏾 The gender pay gap is widening for women returning to work after children at 33% less than men in the 12 years following birth

Whilst there are laws protecting women’s employment rights, The Women and Equalities Commitee says “Urgent action” is needed to give pregnant women and new mothers more protection!

In this snippet of my interview with Jo van Riemsdijk she shared her experience of experiencing stigma from recruiters about being of ‘child bearing age’, becoming pregnant one week into a new job and going into labour whilst at work!

This isn’t the first woman I’ve heard share such a story, or felt the pressure to go back to work immediately or before she is ready, so as not to miss the opportunities of her peers.

Jo and I talked about her experience of becoming a working mother, how she started her own recruitment business CX Talent Ltd with her BFF & her top tips for getting hired during these crazy Covid times.

Feel free to share your thoughts!

(Links in comments below 👇)

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However, female entrepreneurs and women determined to be their own bosses and change the world around them with their businesses are a silver lining to emerge from the clouds of Covid-19.

That’s one of the reasons I was thrilled to have serial entrepreneur Lara Felix-Omonubi on the show, inspiring us with her latest new venture, starting a new product-led business during a pandemic.

I just loved the way she describes the side hustle… as a way for us to explore creative passions we might not otherwise had chance to, had we not experienced COVID-19.

Tune in to hear more about Lara’s story of becoming an independent black woman, side hustling, patriarchy and the resilience handed down through generations of Nigerian women and find out more about Women in CX by following the links below.

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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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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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Our bodies, our careers, our relationships, our homes and even our mothering skills are all scrutinised and held to impossible standards.

The more we take on, the more the more pressure we feel to be perfect at everything. Which ultimately means we feel we are failing at some (or all) of what is expected of us.

The reality is we are all human and therefore flawed and fallible.  And that’s ok!

I was delighted to have founder of Yak CX, Hannah Foley on the show for some real talk about the pressure we feel as women in business to ‘have it all’ and the reality that we probably can’t. (Unless we get Kardashian-rich and outsource all the hard stuff).

Tune in to hear Hannah’s story of building her career in the notoriously male dominated industry that is construction, her adventures in Nepal that led to the birth of her company, Yak CX, and her very honest perspective on the juggling act of motherhood with solopreneurship during lockdown. 

She is one inspiring Woman in CX!

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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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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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As a woman working to create a safe space for women to network, inspire, and support each other, I’m a firm believer in the power of sisterhood. But when it comes to female leadership, not everyone is on board with that philosophy.

For those of us with the privilege of success, we can do so much good if we ‘send the lift back down’ and help others to achieve greatness. Yet for every tale of sisterhood, we all have at least one story of a fellow female-- being at best unsupportive, or at worst doing all she could to tear us down. 

As you will be able to tell when you listen to this episode, I was so excited to have Ingrid Lindberg on the show, as she is the embodiment of what the podcast is all about. Strong, confident, authentic, unapologetic women who aren’t afraid to take up space and support / inspire others to do the same. A brilliant role model of a female CX leader!

Tune in to hear Ingrid’s story, from the moments that shaped her in childhood, to her experiences of being the only woman at the table, her methods of overcoming fraternity culture and the amazing work she is doing to aggregate supportive female executives at board level through her passion project ‘Tatas at the Table’ 

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Most people in business have worked it out already, but some CX professionals seem blind to the truth.

Is it because many of the traditional frameworks ‘taught’ are out of date and serve to perpetuate the myth? Or, that CX dogma coupled with lack of challenge is leading our profession in ever-decreasing circles of inaction?

Either way, the outcome of failing to treat the right problem can only be more failed projects, frustrated practitioners, and disappointed executives who risk losing faith in CX efficacy, full-stop.

Undoubtedly we have to be far more focussed on the problem space in order to engineer value for customers, employees, and the business. But to date, true CX Design is the least understood and practiced CX competency.

I was interested to talk to fellow  ‘Design Thinking Evangelist’ Michelle Badenhorst because of our shared view on postmodern CX thinking but also because she unusually came from a business analysis background and transitioned into CX. I was curious to understand the level of pragmatism she brought with her from her career in the no-nonsense world of IT.

Listen in to this week’s episode to hear more about Michelle’s career journey through troubled times in South Africa and her thoughts on blending the CX and BA approach to drive action and results.

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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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Emotional control is an admirable quality, usually possessed by happy successful people. But to what extent is it nature or nurture?

I was fascinated to talk to the UK’s only certified Emotional Intelligence coach, Sandra Thompson, to understand more about this field: its application in personal development and its many connections to customer experience.

In this episode, Sandra shares her own experience of learning to control her emotions, her insights into behavioral psychology, the future opportunities for AI and EQ, and the inspirational work she is now doing to educate others in applied emotional intelligence and customer experience. 

I learned EQ is in fact a skill that begins with self-awareness. But mastery means we have the power to redefine all our human relationships. Importantly including employees and customers. But most importantly, with ourselves.

Tune in to the podcast to find out more! 

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It’s interesting how some people manage to succeed no matter where they start in life, or what knocks them for six on their journey. Whilst others are beaten by the odds. But what is it about the individual that tips the scales?

Through my conversation with today’s inspiring Woman in CX, I was able to see clearly that one of the determining factors is the drive of the person, and their ability to use any limiting opinions from others as fuel to propel themselves and others towards betterment.

Listen in to the incredible Shameem Smillie and I discussing the feminist intersection between race and gender as she shares her journey to becoming her authentic self.

From a tough childhood being raised with an absent father and being one of the only mixed race-kids at her town, to dropping out of school at 15 in order to earn money Shameem didn’t let anyone or anything hold her back from building the life she wanted and a successful career as a woman in tech. Get ready to be inspired!

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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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We have the unusual capacity to envisage entire narratives. They mostly stay within the confines of our minds as dreams and goals until one day we find ourselves standing in the very moment that always seemed so far away. But the experience is seldom what we imagined it would be.

For women, our dreams often come at a price. We have to make choices and trade-offs between our careers and if we choose to have families, our freedom when it comes to having children. But these decisions are also timebound by our fertility. An inescapable truth that the decision can’t be put off forever.

In Episode #003 of the Inspiring Women in CX Podcast, guest Ines Martinez shares how she imagined her future career, how it turned out differently than she imagined, and how now childfree at 35, her thoughts on what happens next.

In our conversation, we talked about Ines' journey from psychology and academic research, through corporate life in UX and into co-founding a tech company where she often finds herself to be the only woman at the table. And, as a self-confessed girl geek, her insight into the once sci-fi world of robots, droids, and machine learning, with her insight into how human-centered design has the power to create a better future.

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When you are young, free and single, this can be an exciting adventure. But if you have a husband and children in tow, that decision is invariably a difficult one to make as the upheaval involved in changing the status quo affects more than just yourself.

In Episode 002 of the Women in CX podcast, guest Claire Boscq-Scott shares this moment in her life and more importantly how she used it as a catalyst to build the life she wanted to lead.

In this conversation we talked about Claire’s early days in Disney Land, how she created her first business in mystery shopping, her philosophies on CX and her passion for bringing a more holistic approach to business. And then having to let it all go and start over again, in a new digital world, facing a pandemic.

Claire’s passion, resilience and ability to pivot is truly inspirational, and will no doubt inspire other women in CX to not settle for less than what they really want, in order to succeed on their own terms. 

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