Inspiring Women In CX

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

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

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

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

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

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

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

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

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

“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not.”

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

In episode #603 of the Inspiring Women in CX podcast, Clare Muscutt talks to Samantha Conyers, the Chief Experience Officer at EXCO, about…

🇹🇹 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

In episode #602 of the Inspiring Women in CX podcast, Clare Muscutt talks to Charlotte Kennett, the Senior Director of Global Customer Experience at SS&C Blue Prism, about…

✨ 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.

⚡ Season 6 is here ⚡

In episode #601 of the Inspiring Women in CX podcast, Clare Muscutt talks to Natasha den Dekker, the Lead User Researcher at Santander, about…

🆚 The similarities and differences between CX and UX and the intersections between them both

🪓 The various disciplines User Experience is split into and what those roles look like

🆘 How failure is one of life’s biggest lessons and is vital for our personal development

🗣️ The importance of being an assertive leader and using modal verbs to communicate more efficiently

🤝 Embracing and celebrating our diversity and the unique insight it brings to CX/UX

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