Inspiring Women In CX

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!

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

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

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

Have you ever felt excluded? Been interrupted? Or felt shamed?

 

We have all felt this way at one time or another. But for minorities, this can be a regular occurrence.

 

Thankfully businesses now recognise the value of diversity and inclusion.

 

❌ But inclusion isn't an HR policy, D&I training or a hiring initiative. 

❌ It isn’t flying rainbow flags during PRIDE.

 

✔️ Inclusion is creating a space and culture which enables all employees to feel safe to fully bring themselves to work. 

✔️ To be seen, heard and celebrated for our differences, and valued for who we are.

 

My awesome guest on the podcast this week, Lara Hussblebee, identifies as a Queer Woman in CX and came on the show to share how she is using Design Thinking and Human Centred Design to help companies understand and empathise with minority groups, on her mission to include the excluded.

 

This episode reminds us that the most powerful way to include others is to remember the feeling you experienced, at the moment you felt excluded, and connect with it. 

 

As the most fundamental capability needed to include others is quite simply, Empathy.

 

The biggest barrier to get over is often language. 

 

Not feeling awkward talking and avoiding conversations ‘just incase I say the wrong thing’

 

Lara talked passionately about the positive intent to include others being the most important thing.

 

We all feel awkward when we are more worried about what to say. So let’s lean into that feeling, start the conversation, feel for one another, ask questions and simply listen

 

Tune in to hear us geek out on CX Design, and talk about:

 

🌈 Finding our way into CX

🌈 Design Thinking and Human-Centred Design

🌈 The similarities and difference between design disciplines

🌈 The Future of CX

🌈 Being a proud queer woman in CX

🌈 Usability - serving practical needs

🌈 Empathy - serving emotional needs

🌈 Empathy and Gender

🌈 LGBTQ employee experience

🌈 Rainbow Youth

🌈 Co-creation with minority groups

🌈 Intersectional feminism 

🌈 Including the excluded through HCD

🌈 Using our skills to support charities

🌈 Maxing communities stronger through HCD

🌈 Helping minority groups feel heard, seen and celebrated

🌈 What it means to be a great ally

 

#LGBTQ #inclusion #humancentreddesign #designthinking #queerwomenincx #customerexperience #employeeexperience #diversity #womenincx #femaleentrepreneurs #inspiringwomen #womeninbusiness #womenentrepreneurs #girlboss #howtobeawesomeatcx #womenempowerment #womensupportingwomen #womeninbusiness #womenownedbusiness #girlpower #femaleboss #podcast #womenincxpodcast #womenincxcommunity #claremuscutt

 

“To break the cycle of female rivalry, we have to believe there is more than one seat at the table"

 

Female rivalry happens when a woman uses her power to keep another woman down, mistreats her, or competes unfairly.

 

Here are some from my own experience:

🙅🏼‍♀️ Being told by my manager to not share my thoughts and opinions in meetings or with the big boss.

🙅🏼‍♀️ A colleague who took full-credit for my work.

🙅🏼‍♀️ A senior manager took me to a side room to attack me until I was in tears.

🙅🏼‍♀️ Confiding in a peer about about a difficult stakeholder, who then told my boss I was “having trouble building relationships.”

 

It was great to have my latest guest Sharon Boyd on the show, to talk about our more difficult experiences, but even more awesome to talk how the community of women we find ourselves in now, is completely challenging the stereotype.

Tune in to hear us talk about:

💻 The lack of female role models in corporate

💻 Challenging stereotypes of female competition

💻 How amazing the CX community is

💻 Finding a mentor

💻 The importance of male allies

💻 The Internet of Things (IoT)

💻 CX in Facilities Management (FM)

💻 What it was like taking an MBA

💻 The benefits of coaching

💻 Other ways to invest in yourself

 

We love being Women in CX!!

 

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Talking about talking about CX in tech, the importance of communities for women, and the power of women supporting one another to succeed.

 

'When women support each other, incredible things happen.'

 

While both men and women benefit from having a network of well-connected peers, women who also have an inner circle of close female contacts are more likely to land executive positions with greater authority and higher pay.

 

Why? Women trying to rise up into leadership face cultural and systemic hurdles that make it harder for them to advance. 

 

We overcome the hurdles by forming close connections with others, and learn from the shared experiences of  women who have ‘been there and done that’.

Communities for women are special places that make it easier to meet others, share our challenges and find the support we need to make headway.

 

That’s why I was thrilled to have Anita Siassios on the show to talk about her experience of building communities for women in Cyber security in Australia and how she is working to include indigenous women too.

 

Tune in to hear us talk about:  

 

🤖 How Anita got into CX

🤖 The growing B2C cybersecurity risks 

🤖 Creating communities for women

🤖 Supporting indigenous women in Australia 

🤖 Acknowledging white privilege exists

🤖 The future skills needed by WICX

🤖 Building your CX peripheral vision

 

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#womenincx #femaleentrepreneurs #inspiringwomen #womeninbusiness #womenentrepreneurs #girlboss #howtobeawesomeatcx #womenempowerment #womensupportingwomen #womeninbusiness #womenownedbusiness #girlpower #femaleboss #podcast #womenincxpodcast #womenincxcommunity #claremuscutt