Inspiring Women In CX

Chelsea Costelloe, the Chief Excitement Officer at EXCO, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about co-founding the Caribbean’s first all-female-led CX consulting agency, the positive shift in the region as more CX titles are appearing, facing scepticism as a young, female director, gender equality in the Caribbean, experiencing sexist comments in the workplace and how,...

Serena Riley, the Vice President of Experience Management at SkySpecs and the Founder and CEO of Joy & Moxie joins Clare Muscutt on the Inspiring Women in CX podcast to talk about starting out in IT – a typically male-dominated environment – her role as the VP of Experience Management within a start-up and navigating the scale-up phase, building her personal brand, Joy & Moxie, her mission to empo...

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 ne...

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...

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 iden...

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 Pol...

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...

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-changin...

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 t...

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...

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 init...

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...

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 exper...

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...

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 a...

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 sp...

“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-cre...

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...

Talking about joining the circus and how creating magical employee experiences and engagement drove guest experience at Cirque du Soleil.   “Roll up roll up, ladies and gentlemen the show is about to begin!”🎪   Do you remember the thrill of hearing those words?   Live entertainment was undoubtedly one of the hardest hit over the last 12 months, but with a vaccine in sight, I for one can’t wait to...

Will the obsession with customer experience metrics be our downfall? 🤔   When you’re part of a discipline which is less than 30 years old in terms of practice and thinking, especially one suffering seismic shifts due to data, technology & digital, it is reasonable to assume nobody truly has all the answers.   Perhaps this is why most customer experience initiatives hinge upon programmes of measur...

Amanda Riches talking about CX tech and life lessons, including being a young gay woman in the 90's, succeeding in male dominated industries, and surviving cancer to become the UK’s #1 CX Professional. ‘Life is short and time is precious’ With the CRUK statistics that 1 in 2 people will receive a cancer diagnosis at some point in their lives, almost everybody's life will be or have been touched by...

‘There are no ‘women of colour’ in Africa’   This week’s Women in CX Podcast guest, The CX Queen of Nigeria, Debbie Akwara came on the show to share her career story and share the moments that shaped her into the formidable woman she is becoming.   Including her shocking recent and first ever experience of being referred to as a ‘woman of colour’ when she dared to challenge the status quo of how t...

Trigger WARNING- This episode includes describing experiences of domestic violence and abuse.   This week I had the pleasure to talk to Russian born, Georgian resident Olga Potaptseva who delivers Agile CX programmes for clients globally. Discussing growing up in a Communist state and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile...

How Jeannie made her way into the world of CX   How she first discovered her ability to adapt to new situations.   Discussing the current climate and changes in the world of CX and business more broadly.   The growth of brand integrity and required congruence with customer experience.   How to adapt your life and business to meet challenges and change.   The pivot consultants are making into conte...

We had the pleasure of having Founder and Chief Experience Officer of Experience Investigators, Diane Magers on the show to share her incredible years of wisdom with us.   I really enjoyed our conversation which included Diane revealing something few people know about her past that had a huge impact on her approach to life.   We covered so many topics, including:   - Her journey from clinical psyc...