Shows
Inspiring Women In CXPreparing Our Organisations to be an AI-Enabled Workforce with Jennifer BuffaloeIn 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 discuss the skills, culture, leadership behaviours and practical steps required to help teams work confidently with AI — and how to build trust, readiness and adoption in a way that empowers people rather than repl...
2026-01-1534 min
Inspiring Women In CXLeading with Empathy: Susanna Baqué on Building Thriving CX CultureIn 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 customer experiences.
Clare and Susanna explore:
Leading with empathy and inclusion to drive meaningful connections with employees and customers
The courage of vulnerability in leadership and how it sparks transformative cultural change
Practical strategies for build...
2025-11-0628 min
Inspiring Women In CXInclusive by Design: Creating Better CX Outcomes for Everyone with Stine MarsalIn 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 customer and employee experience. Drawing on her own lived experience and the voices of those too often overlooked, she is a true advocate for designing inclusive journeys that work for everyone.
In this powerful episode, Clare and S...
2025-10-0936 min
Inspiring Women In CXLanding Your Dream CX Role—Even in a Tough Market with Kerry SudaleIn 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 role.
Together, Clare and Kerry explore:
The real reasons behind the CX job market squeeze
The most common mistakes job seekers make (and how to av...
2025-09-1152 min
Inspiring Women In CXSmashing Silos: The Real Work Behind Joined-Up CX with Obi SantosIn 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 and Obi explore:
Why silos are so hard to break—and why they’re still everywhere
What actually works when it comes to uniting data, teams, and processes
The common...
2025-08-1432 min
Inspiring Women In CXDoing Life on Her Own Terms: Freya Finnerty on IVF, Identity and Agile CXIn 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 IVF as a gay woman, and how her background in agile product management unexpectedly prepared her for the emotional complexity and unpredictability of the journey. With warmth, honesty, and reflection, she explores how be...
2025-07-0344 min
Inspiring Women In CXCareer Confidence for Women: Visibility, Leadership and Growth, with Michelle Ansell“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 what it really takes to thrive in a competitive landscape.
Michelle shares her story of navigating a non-linear career path–starting out in insurance, moving into recruitment and eventually launching her ow...
2025-05-2232 min
Inspiring Women In CXMentors, Sponsors, Allies: How to Build Your Personal Board of Directors with Anne DawsonIn 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 development and a champion for women in customer and employee experience. Her story is a powerful reminder of how far determination, passion and the right support can take you.
Clare and Anne explore the differences between me...
2025-04-2445 min
Get Out of Wrap - Contact Centre Chat#219 Clare Muscutt of Women in CXWith International Women’s Day around the corner, who better to join me on Get Out of Wrap than the incredible Clare Muscutt, founder of Women in CX?We had a powerful conversation about:💡 Her journey from frontline service to leading CX innovation in top brands.💡 The broken rung—why women make up 70% of frontline CX roles but only 30% of leadership.💡 The real barriers—structural inequality, cultural bias, and representation gaps—and how we can address them.💡 The role of community in lifting women up and creating real change.Clare’s mission isn’t just about CX—it’s a...
2025-03-0751 min
Inspiring Women In CXEmpowering People, Elevating CX: The Power of Culture, Leadership and Employee Wellbeing, with Clare White“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 podcast, Clare is joined by CEO and Founder Clare White for an insightful and energising conversation about building human-centred organisations through culture, leadership and employee empowerment.
Clare s...
2025-03-0432 min
Inspiring Women In CXMoving From CX-Washing to Real Transformation: Honest, Customer-Centric Experiences, with Joanna Carr“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 customer experience strategy, the pitfalls of “CX-washing”, and the reality of delivering on brand promises.
Joanna shares her career journey, from beginnin...
2025-02-1837 min
Inspiring Women In CXBreaking Barriers: Building Confidence and Reclaiming Self-Worth, with Natalia Cerezo Martin“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 imposter syndrome, emotional intelligence, and building confidence as a CX professional.
Natalia shares her inspiring journey, from boldly transitioning from events to the cybersecurity industry - a space far ou...
2025-02-0338 min
Inspiring Women In CXTransforming CX: Building a Harmonious Operating Model, with Olga Potaptseva“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 conversation on aligning customer-centricity with organisational strategy to drive impactful change.
Olga shares her expertise on uniting people, processes, and technology under a shared purpose, brea...
2025-01-2139 min
Inspiring Women In CXFrom Redundancy to Reinvention: Turning Setbacks into Success, with Katie Costello“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 uncertainty into a powerful opportunity for growth. 💪
Katie shares her personal story of stepping out of her comfort zone after leaving her long-term role at Waitrose. She opens up...
2025-01-0739 min
Inspiring Women In CXWiCX Talk Trends: From Trad Wives to Trailblazers – Can Women Have it All?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 pay gap and the societal expectations that impact women’s career choices and progression.
⚖️ How the pandemic has exacerbated challenges for women, particularly in balancing work and caregiving responsibilities.
⭐ If the 'trad wives' movem...
2024-11-0843 min
Inspiring Women In CX'The Human Experience: Whatever Happened to Emotion and Empathy?', with John Sills“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, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasising the role of empathy and understanding over technological solutions, listen to the full episode now.
To joi...
2024-05-0845 min
Inspiring Women In CXWiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day?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 associated with integrating AI into customer service operations.🔌
With almost one-fifth of respondents saying they would prefer to deal with a vermin i...
2024-04-2441 min
The Impact Room - Conversations That Shape Exceptional LeadershipEpisode 39 - Clare Muscutt, Founder and CEO of Women in CXWelcome to another episode of "The Impact Room," where we dive deep into the transformative world of customer experience (CX) and leadership. Today, your host, Michelle Ansell, is joined by Clare Muscutt, a recognized leader in the CX field and the founder and CEO of WiCX, Women in Customer Experience, the pioneering global community for women in customer experience and technology.
In this episode, Clare shares her expert insights on why traditional approaches to CX transformation might be more of a problem than a solution, advocating for more agile and customer-focused strategies. She also discusses the evolving...
2024-04-1834 min
Inspiring Women In CX'Does culture eat strategy when it comes to customer service transformation?' with Leonie WilliamsDoes 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 customer service culture already embedded throughout, is it really possible to drive this mindset shift? 🧠
And if so, how?
2024-04-1055 min
Inspiring Women In CX‘Is it really all in our heads?’ Addressing imposter syndrome and workplace bias with Ewa DavenportDoes 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 syndrome throughout Women’s History Month and beyond, we aim to draw attention to this very real issue, foreg...
2024-03-2640 min
The CXPodThe CXPod meets Clare MuscuttClare is the founder of Women in CX (WiCx) and has so much passion for CX that she created her own job and a network for women and allies around it! In this episode, she takes on our 13 question challenge and gives us her perspective on some of the most asked questions about CX in 2024.
Feel free to check out Clare on Linkedin: https://www.linkedin.com/in/clare-muscutt/
And make sure to look up and register for the WiCx network here: https://womenincx.community/
The article mentioned in the conversation is to...
2024-03-2147 min
Inspiring Women In CX‘Are you ready for the rise of the machine customers?’, with Sirte PihlajaAre 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 agents set to interface with AI in t...
2024-03-1245 min
Inspiring Women In CX‘Could CX frameworks be killing innovation?’, with Maria McCannWith 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, Clare and Maria discuss our obsession with metrics and KPIs above and beyond using common sens...
2024-01-3047 min
Inspiring Women In CX‘If empathy isn’t the answer, what is?’, with Andreena LeeanneTW: 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 empathise with someone whose lived experience is different to that of our own and foreground why “not seeing” race, colour, a...
2024-01-1655 min
Inspiring Women In CX‘Does the customer experience community really need Women in CX?’, with Ian Golding“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 doesn’t have to exist, Ian shares his thoughts on today’s “highly poli...
2024-01-021h 00
Inspiring Women In CX‘Why CX is failing and what we need to do about it’, with Diane MagersWhy 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 focus on lagging indicators, NPS and c...
2023-12-2053 min
Inspiring Women In CX‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra ThompsonWhat’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 significant impact that our actions have on others, Sandra shares her thoughts on the current state of...
2023-12-1249 min
Inspiring Women In CXClare Muscutt talks with Christine Hemphill about the benefits of inclusive research and design“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 the customer were woven throughout her career
♿ How her own person...
2023-10-1659 min
Inspiring Women In CXClare Muscutt talks with Marina Bezuglova about the connection between well-being, CX, and EX“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 and support in publishing and translating her book
...
2023-08-2943 min
Inspiring Women In CXClare Muscutt talks with Sonia Etxebarria about the importance of understanding users in experience design“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 design agency, Akuyari, co...
2023-08-2941 min
Business Transformation Pitch with The CX GoalkeeperBreaking Barriers with Clare Muscutt: The Rise of Women in CXIn this compelling episode of the CX Goalkeeper Podcast, we're joined by Clare Muscutt, the visionary founder and CEO of Women in CX (WiCX). Delve into the intricacies of modern Customer Experience (CX) as Clare shares her profound insights on the rapid evolution of the industry. From the transformative power of data analytics and machine learning to the challenges and opportunities they present, Clare emphasizes the need for professionals to adapt and innovate. Clare, with her rich experience and unique perspective, sheds light on the importance of diversity in the CX realm, emphasizing its role in driving...
2023-08-2037 min
Inspiring Women In CXClare Muscutt talks with Susannah Simmons about removing barriers to adoption through user wellbeing“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 support software companies “to do a better job”
💭 Working on both t...
2023-08-1555 min
Inspiring Women In CXClare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics“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 debt collection agency, quickly realising her skill and desire to help other...
2023-07-3147 min
Inspiring Women In CXClare talks with Ejieme Eromosele about perfectionism and leading with emotional intelligence“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, about…
2023-07-1840 min
Inspiring Women In CXClare Muscutt talks with Samantha Conyers about how AI will impact customer experience management (CEM) practicesIn 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 work-life balance
⏩ Implementing AI to ‘shorten the route’ to human connection and empower age...
2023-07-0649 min
Inspiring Women In CXClare Muscutt talks with Charlotte Kennett about leveraging the alignment between Marketing & Customer Experience in B2BIn 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 accelerating the time to value
📊 How metrics indicate that the work being done is tangibly improving revenue
For more information on joining the world’s first online community for women in Customer Experience, head over...
2023-06-2146 min
Inspiring Women In CXClare Muscutt talks with Natasha den Dekker about UX research & becoming the role model she never had⚡ 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 is vital for our personal development
🗣️ The importance of being an assertive leader and using modal verbs to communicate more efficiently
🤝 Embracing and celebrating our diversity...
2023-06-071h 00
Inspiring Women In CXClare Muscutt talks with DeAnna Avis about pivoting from CX to diversity and inclusion and the role that our personal stories play in driving our workIn 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 blending CX and DEI to drive positive change
⚠️ The fundamental issues sur...
2023-05-1741 min
Inspiring Women In CXClare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metricsIn 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 tomorrow
🔮 The future of CX and how it lies in Share of Experience and agile working
2023-05-0443 min
Inspiring Women In CXClare Muscutt talks with Kristin Haynes about human capabilities & the future of employee experienceIn 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 traditional education systems
🗣️ The importance of coaching in leadership and how leaders should embody vul...
2023-04-1849 min
Inspiring Women In CXClare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisationLynn 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 typically male-dominated environments
💸 Reducing the need for remedial custo...
2023-04-0647 min
The Master Your Business Podcast12. Small Business, Big CX Impact with Women in CX Founder, Clare MuscuttSend us a textI am excited to have Clare Muscutt, a seasoned business coach, author, and speaker with over 20 years of experience in leadership roles, as our guest in episode 12. She's also the founder of women in CX, an all-female startup team that created the first online community for women in customer experience.In this episode, we'll dive into the world of CX and explore the importance of delivering exceptional customer experience for your business to succeed. Clare will be sharing her valuable insights, and we'll be discussing her experience as a solopreneur and...
2023-03-2129 min
Inspiring Women In CXClare Muscutt talks with Crystal D’Cunha about employee experience design and being a mompreneurCrystal 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 experience, igniting leaders first to ensure that they’re properly equipped to lead, and the ROI of E...
2022-12-1437 min
Inspiring Women In CXClare Muscutt talks with Melissa Moore about frontline customer service and dealing with bullying in the workplaceMelissa 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 Melissa talks about…
👣 Her route into CX and realising she...
2022-11-0945 min
Inspiring Women In CXClare Muscutt talks with Agnes So about CX in health tech and bringing more ‘art’ to customer experienceAgnes 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 storytelling, problem-solving, and inspiring and engaging others, and her drive and determination to make a real impact within the health tech space in Australia.
Listen in to the full episode as Agnes talks about...
2022-10-2541 min
Inspiring Women In CXClare Muscutt talks with Alex Acosta about data analytics and living with eating disordersAlex 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 Monday the 10th of October recognised as World Mental Health Day, in this episode Alex shares a powerful message, not just for leaders, but for everyone, and that is “to...
2022-10-1358 min
Inspiring Women In CXClare Muscutt talks with Anne Gray about the stigma of infertility and her research in the field of customer-led digital transformationAnne 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 solopreneur journey with someone “just a few steps ahead” and her research into Digital Transformation and measuring a transformation’s success.
Listen in as Anne talks about…
🧵 The ‘golden t...
2022-07-2140 min
Inspiring Women In CXClare Muscutt talks with Amélie Beerens about overcoming childhood trauma to become the women we’re destined to beTW: 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 one another, Clare and Amélie recall similarities in their experiences of trauma, discuss the enduring impact and share their individual journeys towards healing.
B...
2022-07-1146 min
Inspiring Women In CXClare Muscutt talks with Olga Potaptseva about female entrepreneurship and striking the right balance between CX strategy and implementationOlga 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 be a ‘customer-enabled’ organisation and her advice to women in CX about creating the life that you want.
Listen in as she talks about…
🔬 How studying Marketing and Economics sparked her interest i...
2022-06-2934 min
Inspiring Women In CXClare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailingEllie 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 a key differentiator, how digital and retail are no longer distinct business units and how we must harness digital to enhance our propositions.
Listen in as Ellie talks about…
🧠...
2022-06-2135 min
Inspiring Women In CXClare Muscutt talks with Anna Noakes Schulze about the future of Web3 customer experience and the MetaverseBONUS 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 taking it back to basics), and the impact of Web3 and the Metaverse on Customer Experience as a whole – what it means to us as CX professionals and practitio...
2022-06-1439 min
Inspiring Women In CXClare Muscutt talks with Chelsea Costelloe about Caribbean CX and dispelling customer journey mapping mythsChelsea 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, if ignored, these ‘blurred’ lines can become much more insidious and utilising journey mapping as a tool, as opposed to a goal in itself, to spur action, inspire your teams and avoid the dreaded journey mapping ‘burnout’.
2022-06-1437 min
Inspiring Women In CXClare Muscutt talks with Serena Riley about challenging gender bias for the future generation of women leadersSerena 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 empower women to design for the future that they want, becoming a role model for her young daughter, removing the barriers that she faced for the future generation of female leaders and leaning into your own...
2022-04-2640 min
Inspiring Women In CXClare Muscutt talks with Gemma Colby about her transformational career journey and overcoming self doubtGemma 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 necessary to be a successful CX leader driving changes and improvements that impact the business’s bottom line.
Listen in as Gemma talks about...
🔮 B...
2022-04-2540 min
Inspiring Women In CXClare Muscutt talks with Naima Mwawasi about breaking gender stereotypes, divorce and CX in KenyaNaima 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’ by love at a young age and dropping out of school before returning to complete not only her undergraduate but her Master’s degree too and dealing with disapproval as she challenged African society’s rigid gend...
2022-03-3033 min
Inspiring Women In CXClare Muscutt talks with Thirza Schaap about working motherhood and building sustainable CX cultureThirza 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 identifying those onside, those unlikely to be convinced and those sitting on the fence about Customer Experience and its impact upon an organisation and about the importance of empowering frontline staff through the communication of strategy, training...
2022-03-2824 min
Inspiring Women In CXClare Muscutt talks with Elena Rozanova about escaping Kharkiv and the realities experienced by Ukrainian female refugeesElena 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 Poland as a refugee herself.
In this episode, she shares her lived experience and calls on other CX specialists to use their skills to aid crisis efforts...
2022-03-1440 min
Inspiring Women In CXClare Muscutt talks with Stine Ringvig Marsal about squiggly careers and fixing a broken CX industryStine 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 opposed to a religion or culture.
Bye-bye CX blabber!
Key talking points include…
🧰 How Stine applies her Sociologist’s toolbox to CX
🎢 Her journey to beco...
2022-02-2840 min
Inspiring Women In CXClare Muscutt talks with Hayley Pugh about graduate careers, digital transformation and omnichannel Customer ExperienceHayley 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-changing consumer expectations in the digital space! Thank you, Amazon!
Key talking points include discussing…
🎓 Graduate schemes as a route into CX
💥 The boom of digital transformation since the pandemic
✅ Meeting customer exp...
2022-02-1528 min
Business Transformation Pitch with The CX GoalkeeperWomen in CX: an outstanding highly committed community - E61 with Clare MuscuttThere Are More Male CEOs With The Name "John" Than Women CEOs The CX Goalkeeper had a smart discussion with Clare Muscutt Member-centered community designer, she brings together women in customer experience from across the globe to collaborate, inspire, learn from, and support each other to succeed In this episode you will learn: - Women in CX (WiCX) – the fastest growing community built through co-creation - The Mission of WiCX - The secret ingredients of creating an extremely engaged community - It's not about exchanging pe...
2022-02-1432 min
Inspiring Women In CXClare Muscutt talks with Liz Berks about research methods & getting closer to customers on any budgetLiz 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 the ‘true meaning’ of customer voice.
Key talking points include discussing…
🛠️ The development of CX in Saudi Arabia
💬 The use of qualitative insight to drive CX
📳 How mobi...
2022-02-0133 min
Inspiring Women In CXClare Muscutt talks with Airship’s Strategic Services Lead, Jennie Lewis about the challenges faced by Women in Customer Experience TechnologyJennie 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 in tech
🤝 Driving customer centricity in SaaS companies
💡 Applying the principles of Design Thinking
🤨 And how to be more customer focused in product-led environments
...
2022-01-2026 min
Inspiring Women In CXClare Muscutt talks with Sarah Sargent about customer experience in housing and non-profit sectors.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 initiatives within the housing and not-for-profit sector.
Additionally, Sarah talks about how the Grenfell Tower tragedy sparked change within the social housing sector, the importance of co-creation and community engagement in centralising the...
2021-07-1228 min
Inspiring Women In CXEpisode #304 Clare Muscutt talks with Adi Tobias about carving out her own role, CX in platform-based businesses, and neurodivergence as CX superpower!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: feeling blessed to have a brain that thinks differently when it comes to CX.
Tune in to hear them discuss:
👉 Blank-sheet-of-paper CX jobs
👉 Hybrid approaches to CX
2021-07-0134 min
Inspiring Women In CXClare Muscutt talks with Gita Samani about CX and Digital Transformation, Perfectionism and Beating BurnoutGita 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 experiencing the perils of perfectionism that led them to both recently experiencing burnout. Tune in to hear them discuss:
How Gita got into CX
The relationship between Business Analysis and CX
T...
2021-06-2427 min
Inspiring Women In CXClare Muscutt talks with Sarah Curran-Usher MBE about the evolution of retail customer experience.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 'sell' CX to senior leaders by balancing the emotional and commercial aspects of CX initiatives, and vitally discusses the need for more women at board level who appreciate the balance required to support decisions that value people as...
2021-06-1139 min
Voices of CXClare Muscutt - How a Sisterhood of CX Rose from 2020 - S7E10Clare is internationally recognized as ‘the thought leader who did the job’ and delivered award-winning commercial results, leading the CX functions for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded CMXperience Ltd., a boutique CX design agency based in London, and traveled the world as a global keynote speaker. During the pandemic turned her hand to digital content as the host of the Inspiring Women in CX podcast, before making the leap into founding the WiCX community, as CEO in 2021.
Access the transcript on our blog at htt...
2021-06-0734 min
Inspiring Women In CXClare Muscutt talks about CX Insights & Women in the Workplace with Kantar Insights CEO, Amy CashmanAmy 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 and don’t feel that you have to change to be successful.”
The conversation also delves into…
• The evolution of CX insights
• How brands can ampli...
2021-06-0330 min
Business Problems Solved PodcastConfident Women Leaders - Clare MuscuttIn the first of a new mini-series focussing upon confident women leaders, Lee talks to Clare Muscutt, the CEO of Women In CX, as well as a global keynote speaker and podcast host, about the incredible work she's doing in order to empower and inspire women in business around the world. KEY TAKEAWAYS There is a level of conditioning that comes from working in a corporate environment, especially for women, who are made to attach their identities to the role they occupy. For those feeling fundamentally unhappy, the first thing to come to terms with is f...
2021-03-0848 min
Inspiring Women In CXClare Muscutt talks human Centred Design, Inclusion and LGBTQ+ Womxn in CX with Lara Husslebee.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 space and culture which enables all employees to feel safe to fully bring themselves to work.
✔️ To be s...
2021-02-0532 min
Inspiring Women In CXClare Muscutt talks about CX in IoT and FM with Sharon Boyd, CXO at MKL Innovation.“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-credit for my work.
🙅🏼♀️ A senior manager took me to a side room to attack me until I was in tears.
🙅🏼♀️ Confi...
2021-01-2930 min
Inspiring Women In CXClare Muscutt talks with Mandisa Makubalo about using CX to make a social difference.Talking about founding the first 100% black-owned customer experience consultancy in South Africa, giving back, speaking your truth, and using CX design as a strategic asset to strengthen township economies.
‘Apartheid’ and ‘Ubuntu’ are two South African words voiced in this week’s podcast that couldn’t be more different in meaning.
‘Apartheid’ is Afrikaans for separateness and was coined to describe the white supremacist regime of institutionalised segregation that existed until as recently as 1994.
Whilst ‘Ubuntu’ means humanity and oneness.
Ubuntu’s roots are in the Xhosa phrase ‘umntu n...
2021-01-2138 min
Inspiring Women In CXClare Muscutt talks with Anita Siassios, about Women in Cyber Security & building female communitiesTalking 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 authority and higher pay.
Why? Women trying to rise up into leadership face cultural and systemic hurdles that make it harder for the...
2021-01-1422 min
Inspiring Women In CXClare Muscutt talks about Employee Experience in CX with Carolene Méli, Ex Cirque du Soleil.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 be entertained and experience the wonderment of big iconic events again.
I was thrilled to be joined Car...
2021-01-0736 min
Inspiring Women In CXClare Muscutt talks CX Metrics, Insight and the importance of Women’s Networking with Chloe Woogler.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 measures & insights?
CX not being well understood in business means having something tangible to evidence what we do in numerals & characters we can communicate easily to execut...
2020-12-1837 min
Inspiring Women In CXClare Muscutt hosts Amanda Riches as she shares her inspiring story, from inside and outside CX.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 it in some way.
My guest this week, Amanda Riches shared her personal story of surviving cancer 3.5 times and that amazingly, she is able to reflec...
2020-12-1031 min
Inspiring Women In CXClare Muscutt talk with Debbie Akwara about her journey to becoming a CX Queen, in West Africa.‘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 the CX community functions in the West.
Whilst being well known across her home continent for yea...
2020-12-0343 min
Inspiring Women In CXClare Muscutt talks with Olga Potaptseva about Agile Customer Experience and violence against women.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 CX.e and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX.
Our conversation included:
-What life was like growing up in a Communist state.
-How her father’s Rocket Scientist care...
2020-11-2634 min
Inspiring Women In CXClare Muscutt talks with Jeannie Walters about CX , inclusivity, resilience and adaptability.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 content creation and providing thought leadership outside of conferences and events.
The...
2020-11-1932 min
Inspiring Women In CXClare Muscutt talks with Diane Magers about applying psychology to CX & life’s swimming pool momentsWe 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 psychology into Marketing and CX and what she learned along the way.
-What it was like to be part...
2020-11-1330 min
Inspiring Women In CXClare Muscutt talks with Stacy Sherman about our mother’s influence and advice on female leadership.🧁"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 round rising CX star, Stacy Sherman, earlier this year and when she told me this piece of advice passed down from her stock trader mom, it was not only delig...
2020-11-0626 min
Inspiring Women In CXClare Muscutt talks with Maya Khalifa about GCC CX & challenging gender-equality in the Middle East.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 gender stereotypes.
According to McKinsey, disparity is particularly apparent in the Middle East, where women are the lowest work force participants in the wo...
2020-10-2923 min
Inspiring Women In CXClare Muscutt talks with Jo van Riemsdijk about motherhood, CX recruitment and how to get hired!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 employment rights, The Women and Equalities Commitee says “Urgent action” is needed to give pregnant women and new mothers more protection!
In this snippet of...
2020-10-2337 min
Inspiring Women In CXEpisode #202, Entrepreneur Lara Felix-Omonubi talks about becoming an independent black woman, side hustling, patriarchy and the resilience handed down through generations of Nigerian women.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 with their businesses are a silver lining to emerge from the clouds of Covid-19.
That’s one of the reasons I was thrilled to have serial entrepreneur Lara Felix-Omonubi on the...
2020-10-1636 min
Inspiring Women In CXClare Muscutt talks with Claire Durrant about UX, CX, Service Design & freelance digital nomad-ing.‘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 challenge and solid argument are the cornerstones of freedom of expression and without it, we can’t make progress, especially in fields like Customer Experience...
2020-10-0942 min
Inspiring Women In CXClare Muscutt chats to Katie Stabler about women supporting women and influencing the CX agenda.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 every tale of awesome female leadership, we all have one story of a fellow female who mad...
2020-10-0226 min
Crack the Customer Code439: Clare Muscutt, Empowering Women in CXVery few of us went to kindergarten, saying, “I want to be a CX professional!” That's why it's fascinating to delve into how some of us went into this business. Clare Muscutt has one of those stories you'll want to know about for its sheer distinctiveness. She is recognized as one of the most prominent and valued millennial voices in CX. She is an international consultant, keynote speaker, and soon to be the author of the book ‘How to be Awesome at CX’’. Learn more about your ad choices. Visit megaphone.fm/adchoices
2020-09-2928 min
Inspiring Women In CXClare Muscutt talks with Hannah Foley talking about balancing CX careers and motherhood!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 therefore flawed and fallible. And that’s ok!
I was delighted to have founder...
2020-09-2547 min
Inspiring Women In CXClare Muscutt talking with Gavin James about CX & using our intuition to help make better decisions.“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 between ourselves and a relationship that whilst being important to us, is no longer serving our happiness and prosperity.
It...
2020-09-1828 min
Punk CX: Customer Experience Insights with Adrian SwinscoeWhy we are building the Women In CX community - Interview with Clare MuscuttToday’s interview is with Clare Muscutt who is recognised as one of the most prominent and valued millennial voices in CX, an international consultant, keynote speaker and soon to be the author of the book ‘How to be Awesome at CX’’. She is also the leader of the Women in the CX community and host of the podcast ‘Inspiring Women in CX.’ She joins me today to talk about her Women in CX community, how it came about, why it is need and how to get involved.
This interview follows on from my recent interview – Customer success (CS...
2020-09-1643 min
Inspiring Women In CXClare Muscutt talking with Jo Boswell about actionable data, and making CX a commercial discipline.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 raving about her— And she didn’t start with talking about fixing customer pain points.
Listen-in to her British...
2020-09-0934 min
Inspiring Women In CXClare Muscutt talks with Ingrid Lindberg talking about her journey to becoming the World's first CXOWomen 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 the lift back down’ and help others to achieve greatness. Yet for every tale of sisterhood, we all have a...
2020-08-2831 min
Inspiring Women In CXClare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.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 inaction?
Either way, the outcome of failing to treat the right problem can only be more failed projects, frustrated practitioners, and disappointed executives who risk losing faith in C...
2020-08-2125 min
Inspiring Women In CXClare Muscutt talks with Janelle Mansfield about the pros and cons of being an alpha-female in CX.“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, Janelle Mansfield shares her experience of being an ‘Alpha Female’ and how this has served her during he...
2020-08-1329 min
Inspiring Women In CXClare Muscutt talks with Sandra Thompson about the power of Emotional Intelligence & Empathy in CX.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 Emotional Intelligence coach, Sandra Thompson, to understand more about this field: its application in personal development and its many connections to customer experience.
In this episode, S...
2020-08-0732 min
Inspiring Women In CXClare Muscutt talks with Shameem Smillie about race, gender, & becoming who we really are.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 what knocks them for six on their journey. Whilst others are beaten by the odds. But what is it about the individual that tips the sca...
2020-07-3134 min
Inspiring Women In CXClare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.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 enough to the top table to really know for sure what it takes to influence at that level..
That’s why I jumped...
2020-07-2436 min
Inspiring Women In CXClare Muscutt and Ines Martinez debating their thoughts on boys, babies, and the future of CX.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 often come at a price. We have to make choices and trade-offs between our careers and if we choose to have families, our freedom when it...
2020-07-1733 min
Inspiring Women In CXClare Muscutt talks with Claire-Boscq-Scott about CX and overcoming adversity to succeed.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 just yourself.
In Episode 002 of the Women in CX podcast, guest Claire Boscq-Scott shares this moment in her life and m...
2020-07-1021 min
Inspiring Women In CXClare Muscutt talks with Rebecca Brown about work-life balance and building a happiness centered careerHost 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.
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2020-07-0229 min