Inspiring Women In CX

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Clare Muscutt talks with Elena Rozanova about escaping Kharkiv and the realities experienced by Ukrainian female refugees

Elena Rozanova, the Head of Customer Relations at Rosbank and Women in CX community member, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about escaping the war in Ukraine and the realities experienced by Ukrainian female refugees.

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 

Clare Muscutt talks with Stine Ringvig Marsal about squiggly careers and fixing a broken CX industry

Stine Ringvig Marsal, the Founder & CEO of Experience Management Consult, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about ‘tripping’ into CX (didn’t we all!), her passion for Service Design, how to ‘do’ CX and make it work *without* having an astronomical budget, combatting the ‘fluffy bullsh*t’ to reclaim credibility as an industry and viewing CX as a ‘support function’ as opposed to a religion or culture.

 

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 

Clare Muscutt talks with Hayley Pugh about graduate careers, digital transformation and omnichannel Customer Experience

Hayley Pugh, Senior Research Executive at Kantar, UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her journey into CX via a Graduate scheme and trialling different rotations, thriving in a sink-or-swim scenario, ‘embracing’ uncertainty, her passion for UX and the pillars necessary for businesses to provide seamless omnichannel experiences – particularly with ever-changing consumer expectations in the digital space! Thank you, Amazon!

 

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 

Clare Muscutt talks with Liz Berks about research methods & getting closer to customers on any budget

Liz Berks, Co-Founder of 4Sight CX, Saudi Arabia, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her journey from Market Research and Insights into CX, the ‘energy and drive’ for Citizen Experience in Saudi Arabia, the dangers of an over-reliance on surveys, ethnographic research and the emerging technologies available to us, and the difference between a VoC programme and the ‘true meaning’ of customer voice.

 

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 

Clare Muscutt talks with Airship’s Strategic Services Lead, Jennie Lewis about the challenges faced by Women in Customer Experience Technology

Jennie Lewis, Strategic Services Lead at Airship, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about navigating the CX tech space as a woman, finding her niche – understanding not only the technology but the customer perspective too – and dealing with dismissal by finding her voice and ‘partnering up’.

 

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

Clare Muscutt talks with Sarah Sargent about customer experience in housing and non-profit sectors.

Sarah Sargent, Director of Customer Services at Swan Housing Group, joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss her own CX journey, beginning in hospitality, how she challenged traditional gender roles and paved her own way to success despite societal expectation and resistance, and how she now draws upon this personal strength and past experience in order to action CX initiatives within the housing and not-for-profit sector.

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

Episode #304 Clare Muscutt talks with Adi Tobias about carving out her own role, CX in platform-based businesses, and neurodivergence as CX superpower!

Adi Tobias, Head of Customer Experience Strategy & Operations at Uber, joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss her own unpredictable pathway into CX, how she dismissed existing boundaries to carve out her own role, and the importance of CX agility in platform-based businesses. She also examines how, retrospectively, her ADHD diagnosis was a catalyst for where she is now: feeling blessed to have a brain that thinks differently when it comes to CX.

 

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!

Clare Muscutt talks with Gita Samani about CX and Digital Transformation, Perfectionism and Beating Burnout

Gita Samani, Director of Strategy at Astound Commerce joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss Digital Transformation from a CX point of view and how to avoid the pitfalls of making technology led decisions and evolve your tech stack to enhance customer and employee experience. In this episode Clare and Gita talk about their similarities as women in tech, including experiencing the perils of perfectionism that led them to both recently experiencing burnout. Tune in to hear them discuss:

 

  • 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

Clare Muscutt talks with Sarah Curran-Usher MBE about the evolution of retail customer experience.

Sarah Curran-Usher MBE joins Women in CX Founder and podcast host Clare Muscutt to discuss the evolution of retail customer experience from bricks-and-mortar to pure-play online stores over her 20 years working in the fashion industry. From the importance of getting the basics right to the opportunities presented by the latest data and technology advances, this podcast highlights what it takes to 'sell' CX to senior leaders by balancing the emotional and commercial aspects of CX initiatives, and vitally discusses the need for more women at board level who appreciate the balance required to support decisions that value people as much as numbers.

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

Clare Muscutt talks about CX Insights & Women in the Workplace with Kantar Insights CEO, Amy Cashman

Amy Cashman, CEO of Kantar UK's Insights Division, joins Women in CX Founder and podcast host Clare Muscutt to discuss the importance of establishing 'red lines' to create work–life balance, challenging the perception of female senior leadership to set positive examples for women in the workplace, and how brand values impact both the customer and the employee experience.

 

“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

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