Inspiring Women In CX

In 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 to www.womenincx.community/membership.  

⚡ 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 and the unique insight it brings to CX/UX For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 blending CX and DEI to drive positive change ⚠️ The fundamental issues surrounding identify that need to be addressed and how Customer Experience professionals can pave the way for change ✨ Embracing the concept of being an intrapreneur – creating a vision for yourself, and your future, and stepping into it   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 tomorrow 🔮 The future of CX and how it lies in Share of Experience and agile working   Do you understand which areas of your brand resonate most with customers? If so, do you tailor your investments to this? Let us know in the comments! ⬇️   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 traditional education systems 🗣️ The importance of coaching in leadership and how leaders should embody vulnerability and courage 🔑 The three key levers essential for businesses to succeed and how they can be adapted for the workforce of the future   What are the innate human capabilities that make you effective in your role? Let us know in the comments below! ⬇️   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 typically male-dominated environments 💸 Reducing the need for remedial customer experience investments 🚧 The organisational silos that exist and the role we play as CX professionals in “smoothing” these 💡 Her 4 universal tips for engaging stakeholders and securing “win-win-wins”   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 experience, igniting leaders first to ensure that they’re properly equipped to lead, and the ROI of EX and EX metrics.   Listen in to the full episode as Crystal talks about… 💭 Challenging her own self-limiting beliefs on her route to becoming a ‘mompreneur’ 🔥 Igniting leaders and exciting employees 🎨 The importance of EX Design from the point of interviewing, onboarding and throughout 🚀 Ensuring, as organisations, that we’re “good enough” to secure top talent 🤝 The similarities, differences and overlaps in EX and CX design principals 📊 The ROI of EX and EX metrics to consider   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 Melissa talks about… 👣 Her route into CX and realising she’s put the customer at the heart all along 🛒 Starting out on the shop floor and how this ‘operational grounding’ informs her role today 🚧 The disjunct between the ‘ivory tower’ and those working on the frontline (and how the pandemic accentuated the sense of ‘us versus them’) 💥 Experiencing bullying within the workplace and how she channelled this pain into power 🤝 Why we need more “joined-up” thinking to engage and empower our employees long-term ✍️ The importance of focusing upon qualitative and quantitative research, and service KPIs, as opposed to ‘productivity measures’   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Agnes 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… 💡 The lightbulb moment that sparked her passion for CX 🎨 Deprioritising her art practice before realising the art and science of CX 💥 How the pandemic created a shift in patient behaviour and accelerated the adoption of digital 📱 HotDoc’s mission to become the “Uber of Healthcare”, creating a seamless, end-to-end experience for the customer 🙋‍♀️ The future of health tech, empowering patients to take control   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Alex 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 lead with empathy”, create a culture of openness and honesty that enables employees – people – to show up each day as their full selves and to feel safe in sharing their challenges.   Because we never know what someone else is going through.   So, this week, and every other, be kind.   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership