Inspiring Women In CX

Are you ready for the rise of the machine customer? 🤖

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!

With fewer barriers today, why aren’t we making the inroads that we should be? 🤔

… 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!

TW: Please note, this incredibly courageous episode contains discussions of abuse and childhood trauma, as such, listener discretion is advised.

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.

“What do you need Women in CX for?” 🤷‍♂️

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!

Why is CX failing, and as leaders, what can we do about it? 🤔

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!

What’s Beanboozled got to do with customer experience?

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!

“All complex problems are solvable when you really understand the flow of value to the person being designed for […] it makes the complexity start to fall away quite quickly because you’ve got something to anchor in that is very real.”

 

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

“All of us are people, and if on a personal level, we don't follow principles or values of health and well-being, it’s very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.”

 

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

“It's true that one of the biggest fears is when you decide that you want to do things differently, you don't want to be in a system where you're stuck to two walls, especially when you become freelance and you say, from now on, I just depend on myself.”

 

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

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

 

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

 

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

 

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

 

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

 

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

 

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

 

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

 

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