Women in CX
Women in CX
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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 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 partnerships@womenincx.community.
Переглядів: 44

Відео

'The Human Experience: Whatever Happened to Emotion and Empathy?', with John Sills
Переглядів 556 місяців тому
“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, a...
WiCX Talk Trends: Customer Service - How Bad Is It, Really? Can AI Save the Day?
Переглядів 727 місяців тому
Would you rather? A. Clean the bathroom 🧽 B. 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 experien...
'Does culture eat strategy when it comes to customer service transformation?' with Leonie Williams
Переглядів 677 місяців тому
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 ge...
‘Is it really all in our heads?’ Addressing imposter syndrome and workplace bias with Ewa Davenport
Переглядів 457 місяців тому
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 inapp...
‘Are you ready for the rise of the machine customers?’, with Sirte Pihlaja
Переглядів 438 місяців тому
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 s...
‘Could CX frameworks be killing innovation?’, with Maria McCann
Переглядів 559 місяців тому
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. ❌ Sh...
‘If empathy isn’t the answer, what is?’, with Andreena Leeanne
Переглядів 5110 місяців тому
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 ...
‘Does the customer experience community really need Women in CX?’, with Ian Golding
Переглядів 4210 місяців тому
“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 wome...
‘Why CX is failing and what we need to do about it’, with Diane Magers
Переглядів 7711 місяців тому
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...
‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra Thompson
Переглядів 7811 місяців тому
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 custom...
Series 7 is coming...
Переглядів 14911 місяців тому
Series 7 is coming… While the year is winding down, we’re just ramping up! Raising our ‘real talk’ conversations between women working in CX and technology, this series, we’re putting our awesome allies in the hot seat too! 🪑 So, what can you expect to see? 🥩 Increasingly meaty topics 🤯 Provocative discourse 🗯️ And a dose of healthy debate too! Talking about the stark reality of CX today, our o...
⚡ Women in CX Global Gathering Conference 2023 ⚡
Переглядів 90Рік тому
Women in CX Global Gathering Conference 2023 The only female-focused, majority-female-attended, vendor-neutral event happening anywhere in the universe, join women in Customer Experience from across the globe as we gather for a conference like no other. ⚡ Amidst the challenges being faced by the CX industry, working against a backdrop of unprecedented technological change and uncertainty, it’s ...
Clare Muscutt talks with Christine Hemphill about the benefits of inclusive research and design
Переглядів 32Рік тому
“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 ex...
Clare Muscutt talks with Marina Bezuglova about the connection between well-being, CX, and EX
Переглядів 61Рік тому
“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...
Clare talks with Sonia Etxebarria about the importance of understanding users in experience design
Переглядів 41Рік тому
Clare talks with Sonia Etxebarria about the importance of understanding users in experience design
Clare Muscutt talks with Susannah Simmons about removing barriers to adoption through user wellbeing
Переглядів 35Рік тому
Clare Muscutt talks with Susannah Simmons about removing barriers to adoption through user wellbeing
Clare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics
Переглядів 51Рік тому
Clare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics
Clare talks with Ejieme Eromosele about perfectionism and leading with emotional intelligence
Переглядів 66Рік тому
Clare talks with Ejieme Eromosele about perfectionism and leading with emotional intelligence
Clare talks with Samantha Conyers about how AI will impact customer experience management practices
Переглядів 108Рік тому
Clare talks with Samantha Conyers about how AI will impact customer experience management practices
Authentic Allyship: Inclusive Customer and Employee Experiences for the LGBTQ+ Community
Переглядів 33Рік тому
Authentic Allyship: Inclusive Customer and Employee Experiences for the LGBTQ Community
Clare talks with Charlotte Kennett about leveraging the alignment between Marketing & CX in B2B
Переглядів 41Рік тому
Clare talks with Charlotte Kennett about leveraging the alignment between Marketing & CX in B2B
Clare talks with Natasha den Dekker about UX research & becoming the role model she never had
Переглядів 59Рік тому
Clare talks with Natasha den Dekker about UX research & becoming the role model she never had
Supercharging Customer Experience with AI: Challenges, Breakthroughs, and the Road Ahead
Переглядів 61Рік тому
Supercharging Customer Experience with AI: Challenges, Breakthroughs, and the Road Ahead
Clare Muscutt talks with DeAnna Avis about Pivoting from CX to diversity and inclusion
Переглядів 51Рік тому
Clare Muscutt talks with DeAnna Avis about Pivoting from CX to diversity and inclusion
Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics
Переглядів 51Рік тому
Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics
Clare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and influencing customer focus
Переглядів 78Рік тому
Clare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and influencing customer focus
Clare Muscutt talks with Kristin Haynes about human capabilities & the future of Employee Experience
Переглядів 37Рік тому
Clare Muscutt talks with Kristin Haynes about human capabilities & the future of Employee Experience
International Women's Day 2023 | Women in CX Networking Event, London
Переглядів 158Рік тому
International Women's Day 2023 | Women in CX Networking Event, London
Revolutionising Customer and Employee Experience through DEI
Переглядів 58Рік тому
Revolutionising Customer and Employee Experience through DEI

КОМЕНТАРІ

  • @Frostmw34
    @Frostmw34 9 місяців тому

    Que locura

  • @claremuscutt2738
    @claremuscutt2738 Рік тому

    So excited for season 7! 🤩

  • @ericd4098
    @ericd4098 Рік тому

    'promosm' 😔

  • @ZONDIism
    @ZONDIism 2 роки тому

    Amazing 🥰

  • @sweatshedtx
    @sweatshedtx 2 роки тому

    Hi, love the work. You might enjoy this channel 👉 #drjohnaking. I find him encouraging and insightful.

  • @ariellalebovitz4261
    @ariellalebovitz4261 2 роки тому

    Hi, keep up the work. From what you said, I think you might be interested in this channel 👉 #drjohnaking. I find him encouraging and insightful.

  • @eprohoda
    @eprohoda 2 роки тому

    you shared super ~ see u around.Women!

  • @cxauquotidien
    @cxauquotidien 2 роки тому

    WOW this episode is so refreshing, powerful and so easy to relate too. For collaboration over competition WICX community rocks.

  • @cxauquotidien
    @cxauquotidien 2 роки тому

    I love your message to Women. Powerful and so true thanks Naima!

  • @adrianasalazarh
    @adrianasalazarh 2 роки тому

    Totally emotional and touched deeply. My prayers with you and all refugees, hope every person fighting to get out can make it!

  • @mandisamakubalo-unlimitede7311
    @mandisamakubalo-unlimitede7311 2 роки тому

    A big hug 🫂 goes out to Queen Elena and your loved ones 🫂🫂🫂

  • @adrianasalazarh
    @adrianasalazarh 3 роки тому

    Loved the quote: "think big, start small, scale fast".... wanna read that blog you are writing Sarah. Thanks Clare for sharing WiCX members voices!

    • @WomeninCX
      @WomeninCX 3 роки тому

      It's available now on the Voices if WiCX blog.. Enjoy! womenincx.community/blog/the-roi-of-cx-for-non-profit-organisations

  • @cxauquotidien
    @cxauquotidien 3 роки тому

    This was a great conversation. I need to learn more about neurodiversity. What Adi and Clare were talking about sounds so familiar.

  • @mandisamakubalo-unlimitede7311
    @mandisamakubalo-unlimitede7311 3 роки тому

    Great conversations by the 2 most amazing QUEENS, I've learnt things I didn't know especially about the complexity and depth of ADHD. Thank you for having this conversation, I've been schooled.

  • @annanoakesschulze1237
    @annanoakesschulze1237 3 роки тому

    Loved this interview! :-)

  • @cndcpwll
    @cndcpwll 3 роки тому

    Yay for Business Analysis! Wonderful conversation, ladies!!

  • @julietano-lawson2548
    @julietano-lawson2548 3 роки тому

    So powerful statements!

  • @julietano-lawson2548
    @julietano-lawson2548 3 роки тому

    Very clear! Can't wait for the events!

  • @cndcpwll
    @cndcpwll 3 роки тому

    Loved this conversation. Thank you!

    • @WomeninCX
      @WomeninCX 3 роки тому

      You're so welcome, Candace! Connect with Lara, she is one inspiring Woman in CX xx

  • @cndcpwll
    @cndcpwll 3 роки тому

    Dr. Stillwell at Cambridge (lecturer of the latest short course I've completed) was a designer in that very personality-predicting per clicks study, which was fascinating to learn about. As for the non-data language technology advancements, it's under the new industry sub-sector called LD4AI and is equally fascinating!

  • @cndcpwll
    @cndcpwll 3 роки тому

    This is the third episode I've binged in a row and I've found my people! Here I am, thinking "Am I mad?" or "Is it just me who thinks like this?"... and all the way down here in Sydney, Aus. YAY! Love your work.

  • @cndcpwll
    @cndcpwll 3 роки тому

    Also loved this episode! It really hit when talking about the use of data and spouting about being CX-centric vs the humanised approach.

  • @howardtiersky6939
    @howardtiersky6939 3 роки тому

    Lara brought a lot of amazing stories to the table, Clare! I really enjoyed this episode - as I enjoy all the other ones too. Your conversations are always really great to listen to. This also made me realize the importance of empathy nowadays.

    • @WomeninCX
      @WomeninCX 3 роки тому

      Wow Howard, such a lovely comment. It is wonderful to have men like you as allies of Women in CX! xx

  • @jpee5156
    @jpee5156 3 роки тому

    What a fabulous interview! Amazing Lara!

    • @WomeninCX
      @WomeninCX 3 роки тому

      We agree, Lara is fabulous!

  • @mandisamakubalo-unlimitede7311
    @mandisamakubalo-unlimitede7311 3 роки тому

    Such a very insightful conversation there is so much that I didn't know, thank you Lara for sharing your story it's such an incredible story. Listen and learning in uncomfortable places, I agree with this. Thank You CX sisters!!!

  • @howardtiersky6939
    @howardtiersky6939 3 роки тому

    As always, this episode’s filled with great insights - and Sharon was absolutely awesome as well with very insightful stories regarding her journey.

  • @mandisamakubalo-unlimitede7311
    @mandisamakubalo-unlimitede7311 3 роки тому

    Shout out to all the gentlemen willing to hold our hands and to all the women who have always been forthcoming & intentional about helping others and to the rise of women helpers. Love this conversation thank you Sharon for sharing your journey in the tech space. Loved the explanation of IOT👌

    • @WomeninCX
      @WomeninCX 3 роки тому

      Thank you, Mandisa ❤️🙌🙏

  • @howardtiersky6939
    @howardtiersky6939 3 роки тому

    Anita had a lot of insightful stories I really enjoyed listening to, Clare! What a great guest. You guys tackled a lot of important topics that more people should really get into such as women’s struggles not only in the corporate world but in other situations too. It’s also nice that Anita’s building communities for women in Australia - such a noble cause!

  • @CCXPExamSimulator
    @CCXPExamSimulator 3 роки тому

    I love Anita! Way to go!

  • @howardtiersky6939
    @howardtiersky6939 3 роки тому

    This episode is a really inspiring one! I enjoyed listening to Carolene talk about her experiences and such. Looking forward to your next podcast - it’s gonna be an insightful one again for sure!

  • @mandisamakubalo-unlimitede7311
    @mandisamakubalo-unlimitede7311 3 роки тому

    Loved this interview especially where she they recruited on personality not on skill and how she used her off days to experience the customer’s journey

    • @WomeninCX
      @WomeninCX 3 роки тому

      Thanks so much for your comment, Mandisa. It’s true, in CX personality based hiring is so much more important ❤️

  • @nataleewiggins4359
    @nataleewiggins4359 3 роки тому

    I attended Sandra's first Applied EI online course, it was absolutely fantastic. I have learnt so much and it was really thought provoking and gave me such a different perspective on things. I would highly recommend this course to anyone that wants to grow personally and professionally.

  • @kymhamer3691
    @kymhamer3691 3 роки тому

    Great conversation - I loved the story of the CEO looking at the Customer Dashboard every morning. The culture conversation really comes from the top so the education of senior leadership about what can be delivered is key. Thanks to both of you for sharing....

  • @mandisamakubalo-unlimitede7311
    @mandisamakubalo-unlimitede7311 4 роки тому

    I love this thank you ladies for this great conversation 👏🏻👏🏻👏🏻👗👗👠👠👠

  • @kymhamer3691
    @kymhamer3691 4 роки тому

    Great insights from Diane Magers and not just about CX! My favourite episode so far... 💜.

  • @clairefry531
    @clairefry531 4 роки тому

    This is wonderful, what a story! - you're an inspiration Shameem. Excellent and authentic interviewing as always Clare.

  • @veccles8222
    @veccles8222 4 роки тому

    A lovely listen. Thanks to you both. Ive not heart the cupcake saying before, so thanks to your Mum for that Stacy

  • @AmplifiedCustomerExperience
    @AmplifiedCustomerExperience 4 роки тому

    Let's say it together: It's about the bottom line. Speaking the language of key stakeholders (ahem, the CFO) is our job and us CXer need to become fluent.

  • @mariajarne6953
    @mariajarne6953 4 роки тому

    What a great and fun conversation! Every time the episode of this series of podcasts ends, I have to pinch myself when I think of how wonderfully you and your guests connect at some point with all of us (I'm sure it is ALL of us)... The learning that I'm getting from this initiative of yours, Clare Muscott.. week after week!!.. it's invaluable!! Thanks for all the hard work.. It really is inspiring!

    • @WomeninCX
      @WomeninCX 4 роки тому

      Maria Jarne what a lovely message!!! Thank you so so much for the appreciation. It means a lot ❤️❤️❤️

  • @kymhamer3691
    @kymhamer3691 4 роки тому

    Loved this episode. I talk about tech as an enabler in my coaching and marketing strategy practice a lot and I'm a big fan of spending time exploring the problem space. Super chat ladies - thank you.

  • @jerichoconsulting
    @jerichoconsulting 4 роки тому

    Customer Experience IS a cross-functional discipline, not a function. Brilliant - glad others share our view...

  • @AmplifiedCustomerExperience
    @AmplifiedCustomerExperience 4 роки тому

    Thanks for having me on the show!

    • @WomeninCX
      @WomeninCX 4 роки тому

      Amplified Customer Experience we loved having you! #womenincx 💃🏽🙏💃🏽

    • @jerichoconsulting
      @jerichoconsulting 4 роки тому

      Loved the bit about modifying your behaviour - I went through exactly the same learning curve about 10 years, and I can still slip today....

  • @susanmayor6449
    @susanmayor6449 4 роки тому

    Hey, your video is very nice. I really think that Emotional Intelligence can assist with everything! #mastercommunication2020

  • @AmplifiedCustomerExperience
    @AmplifiedCustomerExperience 4 роки тому

    I really enjoyed the conversation about whether or not to stay your entire career in CX / CS or to move around if you're wanting to evolve into a role like CCO. In my opinion it's important for CCOs to have well rounded experience and exposure about the contributing factors of business success whether directly or indirectly.

    • @WomeninCX
      @WomeninCX 4 роки тому

      Amplified Customer Experience yes! And as being commercial about CX is so important, Kate’s career journey is a great example of what it takes to get the leading edge 💪

  • @fernandafachinat2223
    @fernandafachinat2223 4 роки тому

    Really inspiring!!! A girl who realized that she had to drop school at the age of 15 in order to get a job to earn money ........ It was also so moving when she said that her auntie who was well off asked her mother not to bring the kids round because she didn´t want her neighbours knew she had no white people in the family ........ So sad ... Clare, you even lowered your voice ....... The rest of the interview ... impecable!

    • @WomeninCX
      @WomeninCX 4 роки тому

      Fernanda Fachinat thanks for the feedback 🙏🏻 Shameem is one incredible woman 💪

  • @fernandafachinat2223
    @fernandafachinat2223 4 роки тому

    Excellent interview, Clare!!!! I love Kate's message. Ask for help and go for it!!!! Congrats to both of you!

    • @WomeninCX
      @WomeninCX 4 роки тому

      Fernanda Fachinat thank you so much! Kate is an awesome CX leader 💛