Moving 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 beginning behind the tills in Tesco to shaping CX at retail giants including Estee Lauder, Selfridges and Rituals. She also reflects on the community's pivotal role in her transition to CX consulting, proving the power of connection and support.

 

Clare and Joanna unpack real-world CX failures, from frustrating self-service checkouts to rigid corporate policies that hinder customer satisfaction. They discuss the critical importance of aligning operating models with CX strategy and ensuring that technology is a tool to enhance, not replace human connection.

 

This conversation serves as a powerful reminder that creating a seamless customer experience isn’t by accident—it takes intention, investment, and a genuine commitment to turning brand promises into reality.

 

The episode wraps up with a compelling call to action: businesses must take an honest, reflective look at their customer-centricity and ensure they don't make promises they can't keep.

 

🎧 Tune in for a thought-provoking conversation on building CX strategies that make a real impact and truly deliver for your customers!