Inspiring Women In CX

Gemma Colby, the Head of Customer Experience at YELL UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising only in retrospect that she’d been doing it all along, putting theory into practice as she ran a contact centre, her own experiences with great leaders and how these shaped her approach and, in her opinion, the key skills and capabilities necessary to be a successful CX leader driving changes and improvements that impact the business’s bottom line.

Listen in as Gemma talks about...

🔮 Being ‘predestined’ to work in CX, realising only in retrospect that she’d been doing it all along

😊 Starting out in operations and wielding her passion for people to make customers feel special

🙅‍♀️ Combatting her Imposter Syndrome and redefining what success “should” look like

🧠 Adopting a growth mindset and how creating a sense of “interconnectedness” is key to being a great (CX) leader

💬 The importance of trusting ourselves and recognising what “drives and drains us”

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

Naima Mwina Mwawasi, the Founder & Managing Director of Content CX Consulting, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her CX journey – from working on the frontline as an Inflight Manager at Emirates to founding her own CX consultancy – experiencing CX within different countries and cultures and how this sparked her desire to raise the bar in Kenya, being ‘derailed’ by love at a young age and dropping out of school before returning to complete not only her undergraduate but her Master’s degree too and dealing with disapproval as she challenged African society’s rigid gender roles.

Listen in as Naima talks about…

🛫 Her CX career journey, from working on the frontline at Emirates to founding Content CX Consulting

🗺️ How experiencing CX and service delivery within different countries and cultures sparked her desire to raise the bar in Kenya

💍 Being ‘derailed’ by love, consequently dropping out of school and getting married at 21

🙋 How – from humble beginnings and with her parents as her inspiration – she became a financially independent woman “slaying life” and following her dreams

📈 The current state of CX in Kenya and the impact of sudden economic growth, rising customer expectations and technological advancement

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

Thirza Schaap, the Founder of CX Unraveled, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about taking a leap of faith as she left her role in corporate and co-founded her own CX consultancy, talking with a psychologist about juggling motherhood and work – and what this looked like for her – the 7 factors key to achieving sustainable ‘customer-obsessed’ culture, including identifying those onside, those unlikely to be convinced and those sitting on the fence about Customer Experience and its impact upon an organisation and about the importance of empowering frontline staff through the communication of strategy, training and rewards.

Key talking points include…

💪 How Thirza ‘took the plunge’, leaving her corporate role and co-founding CX consultancy, CX Unraveled

⚖️ Discussing “mum-guilt” and what a healthy work-life balance looked like for Thirza

📋 Outlining the 7 factors key to achieving a ‘customer-obsessed’ culture, including the importance of empowering frontline employees and targeting those “in the middle”

🤔 Thirza’s advice on where to start when creating culture change within your own organisation, analysing your current state and identifying areas for improvement.

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

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 

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 

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 

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 

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

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

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!