Inspiring Women In CX

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 Stabler joins Clare Muscutt to explore what it really takes to build a successful customer experience consultancy rooted in humanity, resilience, and authentic leadership. Named Solopreneur of the Year 2025, Katie reflects on her journey from unexpected redundancy to running a thriving independent CX consultancy for over five years. Together, Clare and Katie unpack the realities of solopreneurship, navigating personal adversity, and maintaining a human-centred CX philosophy in an increasingly AI-driven world. The conversation also dives into Katie’s book, CXism, which challenges traditional views of customer experience by reframing CX as a cultural belief system rather than simply a business function. Whether you're a CX consultant, leader, founder, or someone navigating the future of customer experience in the age of AI, this episode offers honest insights into resilience, leadership, and building a values-led business.   Key Insights: Building a customer experience consultancy in an AI-driven world requires more human connection – not less. Resilience in business is often about continuing to show up through uncertainty and personal adversity. Human-centred CX creates stronger long-term customer relationships built on trust and empathy. Solopreneurship can feel isolating, but it also creates freedom, adaptability, and authenticity. Visibility, relationships, and reputation can become more powerful than traditional marketing strategies. CXism reframes customer experience as a mindset and cultural philosophy rather than a department or process.   Timestamps: 02:07: Career Inspiration & Human-Centred CX Leadership 05:48: Staying Human in an AI-Driven Customer Experience Industry 10:03: Why Women in CX Technology Matter More Than Ever 12:19: Starting a CX Consultancy During the Pandemic 19:42: Burnout, Grief & Building Resilience as a Solo Entrepreneur 29:19: Writing “CXism” & Growing a Global CX Brand 37:17: Advice for Women Starting a Business in Customer Experience About Katie Stabler: Katie Stabler is an award-winning customer experience consultant, speaker, and author of CXism. As the Inspiring Women in CX Awards 2025 Solopreneur of the Year winner, Katie is passionate about helping organisations create more human-centred customer experiences through culture, empathy, and authentic leadership.   Resources & Links: Explore the Women in CX Community Learn more about the Inspiring Women in CX Awards Discover upcoming Women in CX Events Listen to more Inspiring Women in CX Podcast Episodes

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 today: are we using AI to fix customer experience, or just speeding up what’s already broken? And why who builds the technology matters just as much as the technology itself. Many organisations are racing to implement AI, but few are addressing the fragmented systems, siloed data and agent-experience challenges that limit its potential impact.  With extensive experience across Intel, AWS, Wacom and several EdTech companies, Sierra shares how her career has been shaped by one core question: what happens at the moment a human touches technology – and what does it cost when that experience breaks? Clare and Sierra unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value.  A must-listen for CX and technology leaders navigating AI transformation and looking to build smarter, more effective customer experiences.

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 in industrial engineering shaped her structured, results-driven approach to customer experience. From early process improvement work to becoming a global CX advisor, Judy reveals how she connects CX initiatives directly to commercial outcomes – helping organisations prove the value of experience-led transformation. She also reflects on the power of influence, storytelling, and executive presence in driving change, particularly for women leading in technology-driven environments. Together, Clare and Judy explore: Connecting CX investments to measurable business value in regulated industries. Why modern CX leadership requires balancing innovation with empathy. The evolution of personalisation – from basic segmentation to real-time, individualised experiences at scale. The growing role of AI in enabling proactive, human-centred experiences. The importance of thinking like a business leader, not just a CX leader. This episode celebrates Judy’s pragmatic and commercially savvy approach to CX. Packed with practical wisdom and inspiration, it’s a must-listen for anyone who wants to strengthen their strategic influence, demonstrate impact, and shape the future of experience in their organisations.

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 journey of overcoming imposter syndrome, owning her accomplishments, and leading meaningful customer experience innovation in a traditionally risk-averse sector.   She reveals the innovation that earned her this year’s award: a bespoke GenAI Copilot agent she built from the ground up to revolutionise VOC workflows, enhance the depth and reliability of customer insights, and strengthen strategic collaboration.   Together, Clare and Shannon explore: Stepping outside of your comfort zone to overcome imposter syndrome and accelerate your career. The core capabilities of modern leadership – from empathy and curiosity to collaboration and impactful storytelling. Practical, human-centred ways to use AI in customer experience while keeping people firmly in the loop. Sparking innovation in risk-averse industries by focusing on the problem before introducing technology. How CX professionals can stay future-ready through networking, mentorship, and continuous learning This episode is a celebration of Shannon’s refreshingly practical and deeply human approach to CX, offering listeners the confidence to lead innovation in their own organisations. A must-listen for anyone wanting to grow, innovate, and make a real difference! 

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 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 replaces them. A must listen for CX leaders who want to future-proof their teams, beyond hype and beyond fear.

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 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 building psychological safety and fostering thriving teams The power of authentic, people-first leadership in shaping extraordinary workplaces Lessons on collaboration, belonging, and lifting others as you rise This episode celebrates Susanna’s remarkable leadership and the thriving CX culture she’s built. Packed with real-world insights, it’s an inspiring listen for anyone looking to create genuinely human-centred workplaces.

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 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 Stine explore: The personal motivation behind Stine’s fight for inclusion and why representation matters How designing for the edges creates smoother, more accessible experiences for all The commercial power of inclusion — and why accessibility is as profitable as it is ethical Tackling cognitive overload and removing the “burden of explanation” from marginalised customers Standing firm in the face of global DEI backlash and why resilience is key A conversation marked by honesty, passion, and practical insight, this episode demonstrates the power of inclusion in action.  Stine’s story is a rallying call for CX leaders everywhere to put inclusion at the heart of their work – not as an afterthought, but as the foundation of truly great customer experiences.

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 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 avoid them) How to build a personal narrative that balances confidence with authenticity Practical strategies for resilience, self-promotion, and staying visible during a tough search Kerry also opens up about her own journey, the challenges she’s overcome, and the role that community has played in shaping her career and mission. Whether you're actively job hunting, navigating uncertainty, or thinking about your next move, this episode is packed with real talk, actionable advice, and inspiration for women in CX at every stage of their career.

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 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 traps that derail CX collaboration One powerful change that could help organisations truly deliver joined-up experiences Obi also reflects on her personal journey, a challenge she’s overcome, and how being part of a community has helped her grow both personally and professionally. If you’re tired of CX efforts that feel disconnected and want to create real impact, this episode is for you.

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 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 becoming a parent has reshaped her sense of identity and leadership. A must-listen for anyone considering IVF, solo parenthood, or simply doing life—and work—on their own terms.

“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 own business. She credits her success to persistence, mentorship, and seizing opportunities, even when she didn’t feel completely ready. Together, Clare and Michelle unpack the myth of the ‘perfect’ career path and why so many women feel pressure to follow a linear trajectory. They discuss women's tendency to undervalue their potential and wait until they feel 100% ready before taking the next step.  Drawing on her extensive recruitment experience, Michele dispels common misconceptions about career growth and highlights the importance of visibility. She shares how learning to feel comfortable being seen and heard can open new doors—and why taking ownership of your career means showing up, speaking up, and trusting your instincts. 🎧 With real talk, practical advice, and empowering insights, this episode is a must-listen for anyone feeling stuck or underestimated in their career. Tune in now!

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 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 mentorship and sponsorship, highlighting how both play an essential role in women’s career advancement. They also touch on the significance of allyship in tackling bias and fostering an inclusive leadership culture that uplifts everyone.  Their conversation emphasises how community support and a personal board of directors provide guidance and perspectives beyond the workplace, which help women navigate their careers with confidence and intention. This episode is filled with actionable advice on how to build meaningful mentorships, advocate for yourself and pay it forward by supporting others along the way. If you’re looking to make a lasting impact on your career and empower others in their journey, this episode is a must-listen! Tune in now! 🎧

“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 shares her “wiggly” career journey, from a passion project in horse racing to leading large teams and shaping CX at global brands like P&G, Microsoft and Disney. A defining moment came when she led a culture transformation at an organisation struggling with poor performance, unhappy clients, and disengaged employees. This experience sparked her passion for culture and employee experience, reinforcing the vital role of a healthy, supportive work environment and ultimately inspiring her to launch her own company to help others do the same.   She offers game-changing insights into creating workplaces where people thrive, highlighting the power of psychological safety, continuous feedback, and truly empowering employees.    Together, both Clare’s—without the ‘I’—unpack the role of leadership in embedding company values and the real cost of neglecting employee wellbeing, particularly the rise of presenteeism. They also explore the often-overlooked link between customer-facing and back-office teams, revealing why CX success depends on the entire organisation working together—not just those on the frontline. Tune in now to discover why, if your employees aren’t thriving, your customers won’t either—and what you can do about it.

“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!

“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 outside her comfort zone - to starting her own business. She discusses cultivating her “Shine File” as a tool to combat self-doubt and celebrate her wins. Natalia opens up about the emotional challenges of stepping into unfamiliar territory, the value of embracing vulnerability, and the power of asking the right questions to fuel personal growth.    Together, Clare and Natalia explore the realities of imposter syndrome and how it can be a powerful catalyst for success—pushing you to grow, learn, and break through limitations. They discuss the importance of psychological safety on fostering success and how community can be a game-changer. Natalia also reflects on how her connection with WiCX gave her the courage to pivot into coaching and entrepreneurship, proving the transformative power of support and shared experiences.    Packed with relatable stories, actionable tips, and a reminder to trust in your own abilities, this episode is a must-listen for anyone ready to navigate challenges with confidence and step into their full potential. 🎧 Don’t miss it! 

“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, breaking down silos to empower teams and enhance the customer experience. Together, Clare and Olga delve into the human side of transformation—exploring how empathy can bridge departmental gaps and foster innovation and collaboration. Reflecting on her own leadership journey, Olga opens up about embracing her strengths, nurturing potential in others, and evolving her approach to driving meaningful change. Packed with practical insights and heartfelt reflections, this episode is a must-listen for leaders and teams striving to build purpose-driven, harmonious workplaces. Tune in to discover how to transform your approach  🎧

“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 about the emotional highs and lows of job searching, the importance of self-belief, and how she found clarity by taking things one step at a time. With practical tips on updating your CV, preparing for interviews, and embracing expert support, Katie offers listeners a roadmap for navigating career changes with patience and self-compassion. Clare and Katie also explore the power of community and connection - how networking and leaning into professional communities can offer not just practical guidance but also emotional support. Katie’s message is clear: be kind to yourself, seek support, and remember your worth. This episode is packed with insight, inspiration, and actionable advice for anyone facing change in their career. Don't miss it! 🎧

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' movement reflects a societal shift in how women choose to define their roles. 👭 How mentorship and sponsorship are essential for women's career advancement. 🔮 The future of gender equality and how it relies on changing the system, not just individual behaviour. On a mission to ensure women are at the centre of important industry conversations, join Clare Muscutt, and inspiring guests as we debate the hottest topics and explore current trends, helping you to stay ahead of the curve of the latest developments shaping customer, employee and women’s experiences. Interested in being featured on the podcast? Reach out to us at [email protected].

“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 join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.

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 infestation in their home than contact customer service, is it up to AI to save the day? 🤔 Want more? Check out the full survey results here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/?BMID=CMRCXINMCM Continuing our mission to amplify the voices of women in CX and technology, sharing diverse perspectives on the latest trends shaping our industry, we’d love to hear from you! If you’d like to be featured on the podcast, please contact us at [email protected].

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 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? Emphasising the importance of the “tone from the top”, focusing on systems and processes to facilitate customer orientation (or whatever you want to call it), and questioning whether actually, culture change is too heavy a burden to bear, listen to the full episode now. To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

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 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, foreground the very real consequences, and by doing so, inspire those who have the power to effect change to join the movement. 🤝 To learn more about our mission and become a member today, visit www.womenincx.community/membership.

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 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 the near future, is it machine customer experience that we instead need to be designing for? 🤔 To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

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 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 sense and providing kind and compassionate service, how frameworks intended to unify and elevate benchmarks are instead killing our creativity, and whether we’re losing sight of the end goal – improving experiences for customers. To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

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 #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, and gender isn’t enough if we’re to create a kinder, more inclusive world for everyone. ❌ To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.

“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 political and divisive” CX landscape, whether current CX competencies are a rod for our own back, and ponders the question “In its current state, is CX on the road to extinction?”. 🤔 To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

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 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 certification, how can we be proactive, collaborate, and adapt to the business problem to meet the customers’ needs and demonstrate the financial impact of the experience too? 💲 To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

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 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 CX, her predictions for 2024 and explains why brushing up on our business acumen is key if we’re to influence the agenda. To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

“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 personal experience gave her a real understanding of the breadth of human diversity and disability   ❌ Founding Open Inclusion and setting out to challenge the dichotomy that experiences can either be delightful or accessible – but not both   🔗 The definition of inclusive CX and how different dimensions of our identity profoundly change our experience of disability   👣 The exclusion footprint and the importance of being conscious of our own when making business decisions   🤔 The limitations of current practices and what CX practitioners can do to make insights more accurate to the breadth of customers’ experiences   🧑 Her thoughts on ‘inclusive personas’ and how these are actually in danger of misinforming design   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

“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   ⚕️ Her background in Psychology, holding a PhD in Medicine, and how an interdisciplinary approach allows for the formation of new knowledge and innovative solutions   🤝 Combining her interest in research, medicine and people working in social and market research at GfK, before becoming a top manager and leading the development of customer experience research and continuous improvement   🗯️ Growing from “useful crises” and the importance of being a mindful and empathetic leader, particularly in times of disruption and transformation   ❌ The relationship between stress and creativity and how if we neglect our most basic needs, we’re unable to negate mental blockers and develop out-of-the-box solutions   🗣️ The role that both cognitive and emotional empathy play in decision-making and how storytelling can bring the customer/patient’s reality into focus   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

“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, collaborating with other members to do so   👩‍💼 Working in Telco and Logistics before making the leap from corporate to entrepreneurship and doing things her own way   💪 The importance of recognising the value that you bring and playing to your strengths to win in business   🗣️ Challenging the negative connotation around ‘selling’ and self-promotion, particularly as women   🎨 Her passion for service and experience design, the importance of research and discovery, and fashioning her own methodology   💬 Why it’s critical to conduct qualitative research to understand feelings and motivations and use quantitative research to validate findings   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

“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 the customer and supplier side of software adoption and how this experience informs her approach   🗣️ Challenging her introversion by stepping outside of her comfort zone and having to fight for credibility as a woman despite her expertise   🤔 The difference between experience and well-being and why it’s important that businesses consider customer, user, and employee well-being when implementing technology   🤝 Practical steps that businesses can take to consider user well-being in change management to support ‘commitment, not compliance’ and reduce the threat   🚀 How, through considering user well-being, we’re able to think beyond just the transactional level and create products and services that enrich lives   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

“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 others, and working her way up to Client Success   👩‍💻 Making the move from contact centres to software and tech and how she leaned upon her own resourcefulness and resilience during the transition   📊 Connecting the dots between conversations that happen in the contact centre and how CX professionals can leverage this data to inform their CX strategy   🏫 Dropping out of school, entering the workplace at 17 and how her gender and inexperience shaped peoples’ perception of her   👭 How women are shaping the future of CX and Tech through diverse collaboration and the role that women’s communities play in this   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

“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…   📰 Taking calculated risks, discovering Customer Success as a career path, and her role in driving digital transformation at The New York Times   ⛔ Her perfectionism and desire to make her parents proud and the debilitating impact of this   🧠 The importance of emotional intelligence and managing your own emotions and activations as a leader   🤖 How advances in technology are actually allowing us more time to ‘be human’ and to connect with one another   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 #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 agents and employees   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 #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

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 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 thread of excellence’ woven throughout her career 💯 The importance of consistently good service in maintaining brand reputation 🧪 Her research in the field of Digital Transformation and measuring a transformation’s success 👶 Her infertility journey and how her life came to a standstill for almost 10 years ✨ Finding your peace and being unafraid to reinvent yourself   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

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 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.   Because our experiences of abuse do not define us.   Listen in as they talk about…   🚩 The symptoms of PTSD and how it manifests 🤝 Seeking professional support to heal 🧠 Recognising trauma and the impact on relationships 💬 The importance of finding safe spaces to talk 💕 Hope, resilience and realising that trauma is not a life sentence   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community

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 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 in Customer Research 🙋‍♀️ Leading a loyalty development programme at GfK, before rolling out a global methodology 📊 Utilising customer data and insights to deliver business results ✨ The importance of self-belief in crafting the career and the life that you want 🤔 What it means to be a ‘customer-enabled’ organisation 📚 Her library of CX ‘micro-actions’ – things we can implement with virtually no budget   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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 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 practitioners and what we need to know to stay ahead of the game!   Don’t get left behind! Listen in closely as they… 🤔 Discuss what the Metaverse *actually* is 🗯️ Unpick complex jargon surrounding the technologies at play (5G, blockchain, NFT… 🤯) 🔦 Shed light on the recent “crypto controversies” 👉 Highlight the impact and the implications of the Metaverse on Customer Experience 🧠 And share a number of ways that we can increase our own knowledge and understanding in this space   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership