Inspiring Women In CX

🧁"You are the cupcake, everyone else is just the sprinkles"🧁   Launching today’s podcast with a backdrop of uncertainty about the US election, Corona deaths rising again, whole countries returning to lockdown and facing heightened terror threats, I wanted to focus on something lighter.   I met the CX pocket rocket, Head of CX and Employee Engagement and Schindler, Founder of DoingCXRight and all...

Globally, the average workforce participation of women is 50% compared to 75% of men. With such clear evidence of inequality and lack of parity, we need to be asking, why?   The simple fact is women bear the majority of unpaid responsibilites for childcare, get paid less than men for the same work and in some cultures, despite high levels of education, are not afforded the freedom to work due to g...

Discrimination against women in the workplace is a very real problem in the UK, & according to the most recent statistics, it’s getting worse!   🤰 54,000 pregnant women have been made redundant, a figure doubled since 2005   👶🏾 The gender pay gap is widening for women returning to work after children at 33% less than men in the 12 years following birth   Whilst there are laws protecting women’s...

According to Huffington Post, it’s a sad reality that women have been harder hit by the coronavirus pandemic, whether that’s dealing with higher unemployment and job insecurity as a result or bearing the majority of the burden for childcare, homeschooling and other unpaid care work at home. However, female entrepreneurs and women determined to be their own bosses and change the world around them w...

‘Just because you have 50k followers, it doesn’t make you right about everything’   With influence comes responsibility, so why do some people choose to abuse it?   In the age of social media, ‘influencers’ seemingly have the power to dictate what is right and wrong in their sphere of influence and sometimes even ‘cancel’ people who disagree with their point of view.   Debate, intellectual challen...

Who you work for makes all the difference.   Strike it lucky with a true leader who endorses, champions and supports you gives you all the confidence in the world to go out there and reach for new heights.   But if you have the misfortune to work for someone who micromanages you to the point of distraction, it can leave you doubting your own abilities and if anything, curb your ambition.   For eve...

Society demands women to be perfect.   Our bodies, our careers, our relationships, our homes and even our mothering skills are all scrutinised and held to impossible standards.   The more we take on, the more the more pressure we feel to be perfect at everything. Which ultimately means we feel we are failing at some (or all) of what is expected of us.   The reality is we are all human and therefor...

“There’s a point when you finally decide it’s great to love other people but sometimes you have to love yourself just a little bit more and you have to choose yourself” Some people may say putting yourself first is selfish. But when it comes to living a happy fulfilled life and career, it is essential. We have probably all been in this position at some time or another, where we have had to choose...

What if the bottom line in Customer Experience isn’t the customer... it’s still the bottom line? It may seem counterintuitive, but what if the best way to get a business on board with focussing on customers, isn’t by focussing on them at all? In the penultimate episode of the series I got to talk to a CX commercial queen Jo Boswell about her approach to getting investment in CX that had CFO’s ravi...

Women rise by lifting others up. But do you always receive the helping hand you need? As a woman working to create a safe space for women to network, inspire, and support each other, I’m a firm believer in the power of sisterhood. But when it comes to female leadership, not everyone is on board with that philosophy. For those of us with the privilege of success, we can do so much good if we ‘send...

Contrary to popular belief, Customer Experience is not the answer to everything. Most people in business have worked it out already, but some CX professionals seem blind to the truth. Is it because many of the traditional frameworks ‘taught’ are out of date and serve to perpetuate the myth? Or, that CX dogma coupled with lack of challenge is leading our profession in ever-decreasing circles of ina...

“And the feedback that I got was that I was a bully”   Despite our intentions, the way we communicate has a profound effect on others and their perception of our character. Depending upon our level of self- awareness, negative feedback can come as a shock. It can rock us to the core. But how we react and bounce back from it is a far more powerful statement about who we are. In this week's episode,...

We are told the ‘think before we speak’, ‘look before we leap’ and not act before considering the consequences. But when emotions rise up and overpower our better judgment, what emerges can be an unwanted reaction. Emotional control is an admirable quality, usually possessed by happy successful people. But to what extent is it nature or nurture? I was fascinated to talk to the UK’s only certified...

It is a fact that the privilege we were born with affects our chances of success. Not just our socio-economic status, but the colour of our skin, our sexual orientation, and gender all have the potential to be benefitting or limiting factors, due to the oppressive systems that govern the world at large.   It’s interesting how some people manage to succeed no matter where they start in life, or wha...

What does it take to have the edge when it comes to customer experience leadership?   This is a question we continually ask in CX but seldom receive a straight answer. One usually hears the same old CX dogma of ‘needing the CEO on board’, ‘customer-centric culture’, or some kind of organisational design that puts CX itself in a position of power and authority. But few of us have ever sat close eno...

One of the existential challenges of the human condition is our preoccupation with the future. We have the unusual capacity to envisage entire narratives. They mostly stay within the confines of our minds as dreams and goals until one day we find ourselves standing in the very moment that always seemed so far away. But the experience is seldom what we imagined it would be. For women, our dreams of...

There comes a time in life where we all evaluate where we are with our life choices and careers, and sometimes, have to decide if we want to stick, or twist.  When you are young, free and single, this can be an exciting adventure. But if you have a husband and children in tow, that decision is invariably a difficult one to make as the upheaval involved in changing the status quo affects more than...

Host Clare Muscutt and Guest Rebecca Brown discussing what it means to create a happiness centered career. Covering topics including personal values, beating imposter syndrome, the perils of the gender pay gap, the desire for motherhood, living life on your own terms, the challenges of being a visible woman on social media, and the power of sisterhood. Read more and subscribe to our channels: Sign...