Inspiring Women In CX

“What do you need Women in CX for?” 🤷‍♂️ In episode #703 of the Inspiring Women in CX podcast, we’re not prancing around… Joined by Global CX Specialist, Ian Golding , he and Clare discuss the need for support and collaboration in an industry that often leaves us feeling isolated, foreground the importance of recognising our own privilege, and address the scepticism surrounding the need for women...

Why is CX failing, and as leaders, what can we do about it? 🤔 With some “cheeky” questions for former CEO of the CXPA, Diane Magers , in episode #702, Clare and Diane debate the metrification of CX and how it’s become synonymous with a score, the mindset, skills and capabilities we need as CX leaders to succeed not just today but in the next generation, and how we can create clear business value...

What’s Beanboozled got to do with customer experience? Armed with disposable lab coats and with the warning sign in place, in episode one of our fully reloaded, increasingly audacious new series, Sandra Thompson details all about her “highly sensory” employee experience workshop and how, through a game of bean roulette, she served up a stark reminder to us all about the taste we leave in customers...

“All complex problems are solvable when you really understand the flow of value to the person being designed for […] it makes the complexity start to fall away quite quickly because you’ve got something to anchor in that is very real.”   In episode #609 of the Inspiring Women in CX podcast, Clare Muscutt talks to Christine Hemphill , Founder and Managing Director at Open Inclusion, about…   👂 Her...

“All of us are people, and if on a personal level, we don't follow principles or values of health and well-being, it’s very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.”   In episode #608 of the Inspiring Women in CX podcast, Clare Muscutt talks to Marina Bezuglova , the Executive Director of Healthcare...

“It's true that one of the biggest fears is when you decide that you want to do things differently, you don't want to be in a system where you're stuck to two walls, especially when you become freelance and you say, from now on, I just depend on myself.”   In episode #607 of the Inspiring Women in CX podcast, Clare Muscutt talks to Sonia Etxebarria , Founder and Strategist at Akuyari, about…   👭...

“P is the positive emotion, but that's short-lived. What we want is that lasting impact. So, we want to be thinking about other elements of well-being that will help our products and services have that lasting, ongoing impact that means people love using them.”   In episode #606 of the Inspiring Women in CX podcast, Clare Muscutt talks to Susannah Simmons , The Software Adoption Doctor, about…  ...

“As a woman, I didn't behave, act, or talk like my male counterparts. Oftentimes, I was the note taker, or the one coordinating beverages, but the silver lining… I was in the room, I was hearing the conversations, and she who controls the pen controls the actions.”   In episode #605 of the Inspiring Women in CX podcast, Clare Muscutt talks to Lauretta Campestre , Associate Vice President, Success...

“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not.”   To what extent are we able to empathise with a person who looks different from ourselves or has a different lived experience from that of our own? 🤔   Well, that’s just one of the discussion points raised in the latest episode of the Inspiring Women in CX podcast!   In episode #604 of...

In episode #603 of the Inspiring Women in CX podcast, Clare Muscutt talks to Samantha Conyers , the Chief Experience Officer at EXCO, about…   🇹🇹 Pioneering CX in the Caribbean and the growth of the industry in recent years   🧰 Her practical approach to CX having led, designed, and implemented experiences from scratch   🗯️ The negative reputation that surrounds the term ‘consultant’ within the re...

In episode #602 of the Inspiring Women in CX podcast, Clare Muscutt talks to Charlotte Kennett , the Senior Director of Global Customer Experience at SS&C Blue Prism, about…   ✨ Embracing your uniqueness and using it to your advantage 🤝 The relationship between CX and Marketing 👩‍💼 The importance of authenticity, especially in leadership roles 👨‍👩‍👧‍👦 Federating communities and acceleratin...

⚡ Season 6 is here ⚡ In episode #601 of the Inspiring Women in CX podcast, Clare Muscutt talks to Natasha den Dekker , the Lead User Researcher at Santander, about… 🆚 The similarities and differences between CX and UX and the intersections between them both 🪓 The various disciplines User Experience is split into and what those roles look like 🆘 How failure is one of life’s biggest lessons and...

In episode #510 of the Inspiring Women in CX podcast, Clare Muscutt talks to DeAnna Avis , Founder of Starfish CX and Engagement Lead at Watch This Sp_ce, about…   💼 Her impressive career trajectory from working at Teledyne e2v and leading the CX transformation at Solus ARC (Aviva) to becoming an independent consult 🤝 Her integrative approach to coaching and how this enables her to view the ‘who...

In episode #509 of the Inspiring Women in CX podcast, Clare Muscutt talks to Fiona Blades , the President and Chief Experience Officer at MESH Experience , about…   📱 Participation Marketing and the deep impression this leaves on consumers 🎼 Viewing Brand Experience as an orchestrated score of multiple components that construct the brand in someone’s mind 🔤 Utilising text technology to reverse...

In episode #508 of the Inspiring Women in CX podcast, Clare Muscutt talks to Kristin Haynes , the CEO of Senyah Projects , about…   🤝 Her experience with Capability Co and their work on the shift from job titles to innate human capabilities 📃 How the Human Capability Standards are ensuring the workforce of tomorrow is focused on skills such as innovation, creativity, and leadership 🎯 Teaching y...

Lynn Hunsaker , the Chief Customer Officer at ClearAction Continuum, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, overcoming shyness and allowing herself the permission to speak, the power of community and networking (getting out what you put in), and the operational and execution silos that exist within our organisations.   Listen in to the full episod...

Crystal D’Cunha , President & CEO at The INSIDE View Inc., joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her WiCX journey so far, including coming on board as a Founding Member prior to our official launch and being a part of our early co-design phase, her route into CX, always putting her “team members” first, regardless of her role or title, applying DEI best practices,...

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 frontli...

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 storyt...

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 Mon...

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...

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 o...

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...

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...

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 tak...