Inspiring Women In CX

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Clare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.

What does it take to have the edge when it comes to customer experience leadership?

 

This is a question we continually ask in CX but seldom receive a straight answer. One usually hears the same old CX dogma of ‘needing the CEO on board’, ‘customer-centric culture’, or some kind of organisational design that puts CX itself in a position of power and authority. But few of us have ever sat close enough to the top table to really know for sure what it takes to influence at that level..

 

That’s why I jumped at the chance to talk with a woman who’s career led her to become a Chief Customer Officer, who ‘earned her stripes’ and who’s inspiring story has much to teach us when it comes to not only learning the secrets to being a true CX leader but also what it takes to become one.

 

Kate Thornton is an incredible role model, who’s clarity and realisation of her own agency meant she started asking for what she wanted as she climbed the ladder to success. But the most inspiring thing is her perspective forged by her experiences of working in Scandinavia, that real success doesn’t come at the expense of others. In fact, the key to winning can be found by individuals and organisations who have higher goals to operate from a place of community, where success is shared. 

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Clare Muscutt and Ines Martinez debating their thoughts on boys, babies, and the future of CX.

One of the existential challenges of the human condition is our preoccupation with the future.

We have the unusual capacity to envisage entire narratives. They mostly stay within the confines of our minds as dreams and goals until one day we find ourselves standing in the very moment that always seemed so far away. But the experience is seldom what we imagined it would be.

For women, our dreams often come at a price. We have to make choices and trade-offs between our careers and if we choose to have families, our freedom when it comes to having children. But these decisions are also timebound by our fertility. An inescapable truth that the decision can’t be put off forever.

In Episode #003 of the Inspiring Women in CX Podcast, guest Ines Martinez shares how she imagined her future career, how it turned out differently than she imagined, and how now childfree at 35, her thoughts on what happens next.

In our conversation, we talked about Ines' journey from psychology and academic research, through corporate life in UX and into co-founding a tech company where she often finds herself to be the only woman at the table. And, as a self-confessed girl geek, her insight into the once sci-fi world of robots, droids, and machine learning, with her insight into how human-centered design has the power to create a better future.

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Clare Muscutt talks with Claire-Boscq-Scott about CX and overcoming adversity to succeed.

There comes a time in life where we all evaluate where we are with our life choices and careers, and sometimes, have to decide if we want to stick, or twist. 

When you are young, free and single, this can be an exciting adventure. But if you have a husband and children in tow, that decision is invariably a difficult one to make as the upheaval involved in changing the status quo affects more than just yourself.

In Episode 002 of the Women in CX podcast, guest Claire Boscq-Scott shares this moment in her life and more importantly how she used it as a catalyst to build the life she wanted to lead.

In this conversation we talked about Claire’s early days in Disney Land, how she created her first business in mystery shopping, her philosophies on CX and her passion for bringing a more holistic approach to business. And then having to let it all go and start over again, in a new digital world, facing a pandemic.

Claire’s passion, resilience and ability to pivot is truly inspirational, and will no doubt inspire other women in CX to not settle for less than what they really want, in order to succeed on their own terms. 

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Clare Muscutt talks with Rebecca Brown about work-life balance and building a happiness centered career

Host Clare Muscutt and Guest Rebecca Brown discussing what it means to create a happiness centered career. Covering topics including personal values, beating imposter syndrome, the perils of the gender pay gap, the desire for motherhood, living life on your own terms, the challenges of being a visible woman on social media, and the power of sisterhood.

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