Clare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailing

Ellie 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…

🧠 Studying Anthropology – why people think the way that they do – before moving into food retail as a graduate trainee

 🤔 How she approached things differently, listening to customer feedback and “knitting” this together with operations

 🙋‍♀️ Being her own advocate and viewing CX in supermarket retail through a female lens

 🛍️ Post-pandemic shopping habits and the acceleration of digital – using this to enhance propositions

 📈 CX, service and proposition design, cherry-picking experiential elements and integrating these into a mass-market

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