Inspiring Women In CX

Discover how Katie Stabler built a thriving CX consultancy through resilience, authentic leadership, and a human-centred approach to customer experience. In this special edition of the Inspiring Women in CX podcast series, celebrating the winners of the Inspiring Women in CX Awards 2025, Katie Stabler joins Clare Muscutt to explore what it really takes to build a successful customer experience con...

In this episode of WiCX Talk Trends, Clare Muscutt is joined by Sierra Modro, Sr. Director of Software Engineering at ujet.cx .  As one of the few women building the technology that so many CX teams rely on every day, Sierra offers a unique lens on one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken? And wh...

In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Judy Bloch,  VP, Industry Executive Advisor and our Women in CX Tech Award Winner. In this insightful conversation, Judy shares how her background in industrial engineering shaped her structured, results-driven approach to customer experience. From e...

In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Shannon Knowlton, Voice of the Customer Manager and this year’s Innovation Award winner.   In this uplifting conversation, Shannon opens up about her journey of overcoming imposter syndrome, owning her accomplishments, and leading meaningful customer...

In this episode of WiCX Talks Trends, Clare Muscutt speaks with Jennifer Buffaloe, Senior Director of Customer Success at CallMiner, about what it really means to prepare our organisations for an AI-enabled future of work. While most companies are focused on building AI capability, few are actually preparing their people for the change — and this conversation flips the script. Clare and Jen discus...

In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Susanna ​​Baqué, Senior Director, Global Customer Experience and our Culture Award winner!  Shaped by a profoundly personal experience, Susanna shares her inspiring journey, revealing how vulnerability and empathy transformed her workplace – and cust...

In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt is joined by Stine Marsal, CEO & Founder of InklusioNordic and Experience Management Consultant, and our Inclusion Award winner!  With unwavering commitment and fierce passion, Stine has devoted her career to breaking down barriers for marginalised people in cu...

In this powerful episode of Inspiring Women in CX, Clare Muscutt is joined by Kerry Sudale, a leading CX and Contact Centre recruiter and passionate advocate for inclusive, people-first hiring. With the market more competitive than ever, Kerry shares her expert insights on why so many talented CX leaders are currently on the open market—and what it really takes to stand out and secure the right ro...

In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos. Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them. Together, Clare a...

In this intimate and inspiring episode, Clare reconnects with Freya Finnerty—agile product leader, CX professional, queer woman, and proud solo mum to baby Fox. After first working together at Sainsbury’s, the two reconnected when Clare shared her own IVF journey on LinkedIn—opening the door for a conversation that goes far beyond career. Freya opens up about choosing solo motherhood, navigating I...

“They have to start acting like leaders before they actually get the title or get the position. They have to take the opportunities. They have to be curious, agile, flexible.” In episode #806 of the Inspiring Women in CX podcast, Clare is joined by Managing Partner Michelle Ansell for a refreshing and honest conversation about the winding road of career progression, the realities of leadership and...

In episode #003 of the WiCX Talk Trends podcast, Clare is joined by Anne Dawson, seasoned leader and Sr. Manager, Employee Development & Training at CallMiner, for an insightful conversation on the power of mentorship, sponsorship, and leadership in the workplace.  Anne shares her personal journey, from starting in entry-level roles in the telco industry to becoming an advocate for employee de...

“There is actually a growing issue called presenteeism. It's when people are showing up at work, but they're either unwell, or they're burnt out, or they are just not able to do their best work. There was a recent survey which was conducted, it's a government survey. And it's shown that presenteeism…has cost UK businesses 25 billion pounds since 2018.” In episode #805 of the Inspiring Women in CX...

“I think my piece of advice would be to take a real honest, hard look at…either yourself or your business. If you are communicating that you want to be a customer-centric company or organisation, then take a real honest hard look at, are we actually that?”   In episode #804 of the Inspiring Women in CX podcast, Clare is joined by CX Consultant Joanna Carr for a candid and insightful discussion on...

“Imposter syndrome normally shows up when you're exposing yourself in a way that you haven't exposed yourself before. And what it's telling you is…'Hey, you're uncomfortable, maybe you need to practice a bit more of this’.”    In episode #803 of the Inspiring Women in CX podcast, Clare is joined by Executive and Leadership Coach Natalia Cerezo Martin for an honest and empowering conversation about...

“With all the will in the world, you cannot change the organisational strategy. It's not up to you to decide. Even if you are fortunate enough to be on the board, you are a contributor to a decision that other people will have a say on. So contribute effectively.” In episode #802 of the Inspiring Women in CX podcast, Clare is joined by Founder and CEO Olga Potaptseva for a thought-provoking conver...

“I wanted to leave to almost grow. I was part of the furniture… I didn’t like the feeling of being that. I wanted to have the confidence to step out of the shadows… and believe more in myself.” In episode #801 of the Inspiring Women in CX podcast, Clare is joined by Chief Operating Officer Katie Costello for a heartfelt discussion on navigating career transitions, facing redundancy, and turning un...

Can women really have it all? 🫣 In episode #002 of the WiCX Talk Trends Podcast, sponsored by CallMiner, join Clare Muscutt as she talks to Jill Donahue, Senior Director of Business Strategy & Analytics about: 👩‍💻 Jill's journey to CallMiner and the importance of diverse experiences in career development. 👨 How allyship, especially male allyship, is crucial for advancing gender equality....

“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.” Joined by John Sills , Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers. Sharing his perspective on the state of CX today, adv...

Would you rather? Clean the bathroom 🧽 Contact customer service 📞 Joined by Danita Belcher , VP of Sales, Worldwide Contact Center at RingCentral , in episode #001 of the ‘WiCX Talk Trends’ podcast, a new series dedicated to bringing you the latest news and insights from female leaders in CX and technology, we delve into the results of RingCentral’s recent study on customer service experiences,...

Does culture eat strategy when it comes to customer service transformation? 🤔 Joined by Leonie Williams , Co-Founder of Customer Service Solutions Group, in episode #708, we explore the role of culture in delivering excellent service and experiences. 🤝 Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that “If you ge...

Does the othering of women and minorities contribute to imposter syndrome? 🤔 Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport , CX Senior Transformation Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappr...

Are you ready for the rise of the machine customer? 🤖 With Gartner predicting that by 2027, 50% of us will be using AI personal assistants in our daily lives, they could be here much sooner than anticipated! Joined by Sirte Pihlaja , CEO of Shirute, listen to episode #706 now as we explore what machine customers are, how they’re set to impact the future of CX and EX, and as CX leaders, what we sh...

With fewer barriers today, why aren’t we making the inroads that we should be? 🤔 … that’s the question raised by today’s inspiring woman in CX, the Co-Founder of Neos Wave, Maria McCann . Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame. ❌ Sh...

TW: Please note, this incredibly courageous episode contains discussions of abuse and childhood trauma, as such, listener discretion is advised. If empathy isn’t the answer, what is? 🤔 Joined by Andreena Leeanne , a Lived Experience Speaker and the Author of the poetry book ‘Charred’, in episode #704, she and Clare explore the concept of intersectionality and its importance when creating spaces f...