Inspiring Women In CX

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Clare Muscutt talks CX Metrics, Insight and the importance of Women’s Networking with Chloe Woogler.

Will the obsession with customer experience metrics be our downfall? 🤔

 

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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Clare Muscutt hosts Amanda Riches as she shares her inspiring story, from inside and outside CX.

Amanda Riches talking about CX tech and life lessons, including being a young gay woman in the 90's, succeeding in male dominated industries, and surviving cancer to become the UK’s #1 CX Professional.

‘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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Clare Muscutt talk with Debbie Akwara about her journey to becoming a CX Queen, in West Africa.

‘There are no ‘women of colour’ in Africa’

 

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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Clare Muscutt talks with Olga Potaptseva about Agile Customer Experience and violence against women.

Trigger WARNING- This episode includes describing experiences of domestic violence and abuse.
 
This week I had the pleasure to talk to Russian born, Georgian resident Olga Potaptseva who delivers Agile CX programmes for clients globally.
Discussing growing up in a Communist state and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX.e and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX.
Our conversation included:
 
-What life was like growing up in a Communist state.
-How her father’s Rocket Scientist career shaped her aspirations.
-How Olga found her way into CX.
-The journey to setting up one of the first fully virtual CX consultancies.
-The principles of Agile CX.
-The main challenges and opportunities for WICX in Eastern Europe.
-The global issue of Domestic Violence, our experiences and how we escaped it.
-Our advice for women facing a similar situation.
 
This episode was a very special one for both of us as Olga and I are two women who silently experienced years of domestic violence, but never spoke about it publicly until now.
 
‘Your silence is an abusers greatest weapon’
 
As this week marked the start of ‘16 Days of Action’ on the International Day for the Elimination of Violence against women, we decided it was time to talk about it.
 
Domestic Violence against women and girls (VAWG) is one of the most widespread, persistent and devastating human rights violations in our world today remains largely unreported due to the impunity, silence, stigma and shame surrounding it.
 
In general terms, it manifests in physical, sexual and psychological forms and according to statistics, 1 in 3 women will experience violence at the hands of a man during their lifetime.
 
And, during lockdown, made up 1 in 5 crimes reported to police.
This conversation was hard for both of us, but comes with a clear message that the only way to stop it, starts with telling somebody.
 
Thank you, Olga for being brave enough to share your story, and helping me share mine too.
 
For more information on ending violence against women visit: https://www.un.org/en/observances/ending-violence-against-women-day
 

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Clare Muscutt talks with Jeannie Walters about CX , inclusivity, resilience and adaptability.

How Jeannie made her way into the world of CX

 

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.

Clare Muscutt talks with Diane Magers about applying psychology to CX & life’s swimming pool moments

We had the pleasure of having Founder and Chief Experience Officer of Experience Investigators, Diane Magers on the show to share her incredible years of wisdom with us.

 

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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Clare Muscutt talks with Stacy Sherman about our mother’s influence and advice on female leadership.

🧁"You are the cupcake, everyone else is just the sprinkles"🧁

 

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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Clare Muscutt talks with Maya Khalifa about GCC CX & challenging gender-equality in the Middle East.

Globally, the average workforce participation of women is 50% compared to 75% of men. With such clear evidence of inequality and lack of parity, we need to be asking, why?

 

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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Clare Muscutt talks with Jo van Riemsdijk about motherhood, CX recruitment and how to get hired!

Discrimination against women in the workplace is a very real problem in the UK, & according to the most recent statistics, it’s getting worse!

 

🤰 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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Episode #202, Entrepreneur Lara Felix-Omonubi talks about becoming an independent black woman, side hustling, patriarchy and the resilience handed down through generations of Nigerian women.

According to Huffington Post, it’s a sad reality that women have been harder hit by the coronavirus pandemic, whether that’s dealing with higher unemployment and job insecurity as a result or bearing the majority of the burden for childcare, homeschooling and other unpaid care work at home.

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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