Inspiring Women In CX

“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