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, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges...

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 get the EX and the CX right, the business results follow.” 📈 But for businesses that don’t have this...

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 inappropriate behaviours, and stand up for those less privileged than our selves. 📣 Focusing on imposter...

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 should be thinking about now to ensure we’re equipped for their arrival. So, with employees and...

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. ❌ Sharing a ‘cringe-inducing’ anecdote and shining a light on the state of CX today, in episode #705,...

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 for others to show up as their full, authentic selves, discuss whether it’s truly possible to...

“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’s communities in 2024. As well as explaining why we can’t wait for the day that Women in CX...

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 in the here and now, ensuring, that like marketing and sales, our jobs are safe. So, rather than a...

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/employees’ mouths. As well as highlighting the importance of psychological safety and the...

“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 experiences working in the mining, shipping, and banking industries and how CX and listening to...

“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, CEE, at Ipsos, about…   📚 How she found her way into the Women in CX community and found help...

“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…   👭 How she made her way into the Women in CX community and went on to found her own customer-centric...

“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…   👩‍💻 Her career journey so far and how her ability to ‘make the complex simple’ enables her to...

“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 Strategy at CallMiner, about…   📞 Her career journey so far, starting out on the frontline at a...

“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 the Inspiring Women in CX podcast, Clare Muscutt talks to Ejieme Eromosele, GM, EMEA at Quiq,...

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 region   ⚖️ Bootstrapping, burnout, micro-managing in the pursuit of perfection, and the elusive...

Clare Muscutt talks with Charlotte Kennett about leveraging the alignment between Marketing & Customer Experience in B2B

Clare Muscutt talks with Natasha den Dekker about UX research & becoming the role model she never had

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 ‘whole’ person 🙋‍♀️ Her experience as a Mexican American immigrant and how this informs her passion for...

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 engineer Brand Experience and tailor investment 📊 How the experiences of today impact the metrics of...

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 young people to focus on their core skills to provide direction, rather than feeling pigeonholed by...

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 episode as Lynn talks about… 👂 Her route into CX and role as a VoC Manager 🗣️ Finding her voice in...

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, the similarities and difference between EX and CX Design, the importance of the onboarding...

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 frontline workers if we wish to ensure long-term success in business.   Listen in to the full episode as...