Inspiring Women In CX

Melissa Moore, Founder of The Retail Advisor, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about the moment she realised she’d been in CX all along, putting on her “brave pants” and launching her own podcast, ‘The Retail Tea Break’, the disjunct that exists between those in the “ivory tower” and our frontline workers, and how we must engage, empower, and listen to our frontline workers if we wish to ensure long-term success in business.

 

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

Agnes So, the Head of Customer Support and Engagement at HotDoc, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, starting in customer service, her lightbulb moment that subsequently sparked her passion for Customer Experience, feeling like a failure when making the difficult decision to deprioritise her art, before realising ‘art’ within CX through storytelling, problem-solving, and inspiring and engaging others, and her drive and determination to make a real impact within the health tech space in Australia.

 

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

Alex Acosta, CX Quantitative Analyst at DICK's Sporting Goods, joins Clare Muscutt on the Inspiring Women in CX podcast to talk not only about her route into CX, having her sight set on consumer insights and her passion for using data to tell stories and influence senior stakeholders, but also a subject much closer to home, overcoming childhood abuse and living with an eating disorder.

 

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

Anne Gray, the Managing Director at Solutioneers, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising a golden thread of excellence woven throughout all of her roles, the importance of not just good but consistent customer service, her journey to motherhood and infertility struggles, finally allowing herself to be at peace, finding support on her solopreneur journey with someone “just a few steps ahead” and her research into Digital Transformation and measuring a transformation’s success.

 

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 

TW: Discussion of abuse and childhood trauma. Listener discretion is advised.

 

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

Olga Potaptseva, Founding Director of the European Customer Consultancy, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about how her university studies sparked her interest in customer research, how she came to (somewhat serendipitously!) lead a loyalty development programme at GfK, aligning CX with the business strategy, failing forwards (in life and in CX!), what it means to be a ‘customer-enabled’ organisation and her advice to women in CX about creating the life that you want.

 

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

Ellie Sutton, the Senior Customer Experience Lead at Waitrose & Partners, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about Anthropology as a route into CX, realising that she had a different way of doing things, knitting together customers and operations, being her own advocate in a male-dominated environment and how she used this to her advantage, the importance of brand as a key differentiator, how digital and retail are no longer distinct business units and how we must harness digital to enhance our propositions.

 

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

BONUS CONTENT!

 

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

Chelsea Costelloe, the Chief Excitement Officer at EXCO, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about co-founding the Caribbean’s first all-female-led CX consulting agency, the positive shift in the region as more CX titles are appearing, facing scepticism as a young, female director, gender equality in the Caribbean, experiencing sexist comments in the workplace and how, if ignored, these ‘blurred’ lines can become much more insidious and utilising journey mapping as a tool, as opposed to a goal in itself, to spur action, inspire your teams and avoid the dreaded journey mapping ‘burnout’.

 

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 

Serena Riley, the Vice President of Experience Management at SkySpecs and the Founder and CEO of Joy & Moxie joins Clare Muscutt on the Inspiring Women in CX podcast to talk about starting out in IT – a typically male-dominated environment – her role as the VP of Experience Management within a start-up and navigating the scale-up phase, building her personal brand, Joy & Moxie, her mission to empower women to design for the future that they want, becoming a role model for her young daughter, removing the barriers that she faced for the future generation of female leaders and leaning into your own power by being who you truly are.

 

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