PODCAST · business
Inspiring Women In CX
by Clare Muscutt
By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative. I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It seemed strange to me that in a disproportionately female industry that the rest of the Top 5, were male. My newly found platform meant women started to reach out to me for help on social media and I found it surprising that they found me inspiring. I helped wherever I could, sharing my personal career story and experience of successes and ‘failures’ on the corporate road to starting my own company. I saw my mentees getting braver and felt tremendous pride at seeing them go for bigger opportunities, start their own blogs, try their hand at public speaking and some even make the jump to freelance. The theme that repeated over and over again in these conversations was the shared feeling of
Episodes
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The Reality of Going Solo in CX: Resilience, Loss & Rebuilding a Career
Discover how Katie Stabler built a thriving CX consultancy through resilience, authentic leadership, and a human-centred approach to customer experience. In this special edition of the Inspiring Women in CX podcast series, celebrating the winners of the Inspiring Women in CX Awards 2025, Katie...
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Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them
In this episode of WiCX Talk Trends, Clare Muscutt is joined by Sierra Modro, Sr. Director of Software Engineering at ujet.cx. As one of the few women building the technology that so many CX teams rely on every day, Sierra offers a unique lens on one of the biggest tensions in customer experience...
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CX Tech, Personalisation, and Business Impact: Inside Judy Bloch’s Award-Winning Approach
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Judy Bloch, VP, Industry Executive Advisor and our Women in CX Tech Award Winner. In this insightful conversation, Judy shares how her background…
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Innovation in Action: How Shannon Knowlton Built an Award-Winning GenAI VoC Copilot
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Shannon Knowlton, Voice of the Customer Manager and this year’s Innovation Award winner. In this uplifting conversation, Shannon opens up about her...
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Preparing Our Organisations to be an AI-Enabled Workforce with Jennifer Buffaloe
In 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…
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Leading with Empathy: Susanna Baqué on Building Thriving CX Culture
In 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…
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Inclusive by Design: Creating Better CX Outcomes for Everyone with Stine Marsal
In 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...
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Landing Your Dream CX Role—Even in a Tough Market with Kerry Sudale
In 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...
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Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos
In 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...
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Doing Life on Her Own Terms: Freya Finnerty on IVF, Identity and Agile CX
In 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…
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Career 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…
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Mentors, Sponsors, Allies: How to Build Your Personal Board of Directors with Anne Dawson
In 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…
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Empowering 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...
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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…
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Breaking 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...
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Transforming 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...
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From 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...
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WiCX 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...
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'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...
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WiCX 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...
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'Does culture eat strategy when it comes to customer service transformation?' with Leonie Williams
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…
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‘Is it really all in our heads?’ Addressing imposter syndrome and workplace bias with Ewa Davenport
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...
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‘Are you ready for the rise of the machine customers?’, with Sirte Pihlaja
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...
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‘Could CX frameworks be killing innovation?’, with Maria McCann
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...
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‘If empathy isn’t the answer, what is?’, with Andreena Leeanne
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...
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‘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...
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‘Why CX is failing and what we need to do about it’, with Diane Magers
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...
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‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra Thompson
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…
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Clare 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...
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Clare 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…
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Clare 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…
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Clare 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...
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Clare 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…
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Clare 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...
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Clare Muscutt talks with Samantha Conyers about how AI will impact customer experience management (CEM) practices
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...
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Clare Muscutt talks with Charlotte Kennett about leveraging the alignment between Marketing & Customer Experience in B2B
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...
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Clare 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...
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Clare Muscutt talks with DeAnna Avis about pivoting from CX to diversity and inclusion and the role that our personal stories play in driving our work
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...
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Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics
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...
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Clare Muscutt talks with Kristin Haynes about human capabilities & the future of employee experience
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...
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Clare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisation
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…
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Clare Muscutt talks with Crystal D’Cunha about employee experience design and being a mompreneur
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,...
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Clare Muscutt talks with Melissa Moore about frontline customer service and dealing with bullying in the workplace
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…
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Clare Muscutt talks with Agnes So about CX in health tech and bringing more ‘art’ to customer experience
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...
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Clare Muscutt talks with Alex Acosta about data analytics and living with eating disorders
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...
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Clare Muscutt talks with Anne Gray about the stigma of infertility and her research in the field of customer-led digital transformation
Anne 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...
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Clare Muscutt talks with Amélie Beerens about overcoming childhood trauma to become the women we’re destined to be
TW: 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...
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Clare Muscutt talks with Olga Potaptseva about female entrepreneurship and striking the right balance between CX strategy and implementation
Olga 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...
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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...
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Clare Muscutt talks with Anna Noakes Schulze about the future of Web3 customer experience and the Metaverse
BONUS 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...
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ABOUT THIS SHOW
By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative. I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It seemed strange to me that in a disproportionately female industry that the rest of the Top 5, were male. My newly found platform meant women started to reach out to me for help on social media and I found it surprising that they found me inspiring. I helped wherever I could, sharing my personal career story and experience of successes and ‘failures’ on the corporate road to starting my own company. I saw my mentees getting braver and felt tremendous pride at seeing them go for bigger opportunities, start their own blogs, try their hand at public speaking and some even make the jump to freelance. The theme that repeated over and over again in these conversations was the shared feeling of
HOSTED BY
Clare Muscutt
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Frequently Asked Questions
How many episodes does Inspiring Women In CX have?
Inspiring Women In CX currently has 93 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Inspiring Women In CX about?
By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative. I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It...
How often does Inspiring Women In CX release new episodes?
Inspiring Women In CX has 93 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Inspiring Women In CX?
You can listen to Inspiring Women In CX on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Inspiring Women In CX?
Inspiring Women In CX is created and hosted by Clare Muscutt.
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