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âThey 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.â
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 pathâstarting 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 didnât feel completely ready.
Together, Clare and Michelle unpack the myth of the âperfectâ 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 doorsâand why taking ownership of your career means showing up, speaking up, and trusting your instincts.
đ§ 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!
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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 womenâs 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 youâre looking to make a lasting impact on your career and empower others in their journey, this episode is a must-listen! Tune in now! đ§
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âThere 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 presenteeismâŚhas cost UK businesses 25 billion pounds since 2018.â
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 âwigglyâ 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 Clareâsâwithout the âIââunpack 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 togetherânot just those on the frontline.
Tune in now to discover why, if your employees arenât thriving, your customers wonât eitherâand what you can do about it.
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âI think my piece of advice would be to take a real honest, hard look atâŚeither 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?â
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 âCX-washingâ, 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 isnât by accidentâit 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.
đ§ Tune in for a thought-provoking conversation on building CX strategies that make a real impact and truly deliver for your customers!
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âImposter 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 isâŚ'Hey, you're uncomfortable, maybe you need to practice a bit more of thisâ.â
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 âShine Fileâ 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 successâpushing 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. đ§ Donât miss it!
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âWith 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.â
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 transformationâexploring 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 đ§
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âI wanted to leave to almost grow. I was part of the furniture⌠I didnât like the feeling of being that. I wanted to have the confidence to step out of the shadows⌠and believe more in myself.â
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. đŞ
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. Katieâs 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! đ§
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Can women really have it all? đŤŁ
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:
đŠâđť Jill's journey to CallMiner and the importance of diverse experiences in career development.
đ¨ How allyship, especially male allyship, is crucial for advancing gender equality.
đ¸ The pay gap and the societal expectations that impact womenâs career choices and progression.
âď¸ How the pandemic has exacerbated challenges for women, particularly in balancing work and caregiving responsibilities.
â If the 'trad wives' movement reflects a societal shift in how women choose to define their roles.
đ How mentorship and sponsorship are essential for women's career advancement.
đŽ 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 womenâs experiences.
Interested in being featured on the podcast? Reach out to us at [email protected].
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âThe biggest challenge I think the CX industry has got is the fact that itâs become an industry.â
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 customersâ 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 worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.
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Would you rather?
Clean the bathroom đ§˝Contact customer service đJoined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the âWiCX Talk Trendsâ 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 RingCentralâs 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.đ
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? đ¤
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, weâd love to hear from you! If youâd like to be featured on the podcast, please contact us at [email protected].
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Does culture eat strategy when it comes to customer service transformation? đ¤
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. đ¤
Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that âIf you get the EX and the CX right, the business results follow.â đ
But for businesses that donât have this customer service culture already embedded throughout, is it really possible to drive this mindset shift? đ§
And if so, how?
Emphasising the importance of the âtone from the topâ, 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 worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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Does the othering of women and minorities contribute to imposter syndrome? đ¤
Following our epic International Womenâs 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 isnât malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves. đŁ
Focusing on imposter syndrome throughout Womenâs 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. đ¤
To learn more about our mission and become a member today, visit www.womenincx.community/membership.
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Are you ready for the rise of the machine customer? đ¤
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 theyâre set to impact the future of CX and EX, and as CX leaders, what we should be thinking about now to ensure weâre 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? đ¤
To join the worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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With fewer barriers today, why arenât we making the inroads that we should be? đ¤
⌠thatâs the question raised by todayâs 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. â
Sharing a âcringe-inducingâ 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 weâre losing sight of the end goal â improving experiences for customers.
To join the worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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TW: Please note, this incredibly courageous episode contains discussions of abuse and childhood trauma, as such, listener discretion is advised.
If empathy isnât the answer, what is? đ¤
Joined by Andreena Leeanne, a Lived Experience Speaker and the Author of the poetry book âCharredâ, 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 itâs truly possible to empathise with someone whose lived experience is different to that of our own and foreground why ânot seeingâ race, colour, and gender isnât enough if weâre to create a kinder, more inclusive world for everyone. â
To join the worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.
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âWhat do you need Women in CX for?â đ¤ˇââď¸
In episode #703 of the Inspiring Women in CX podcast, weâre not prancing aroundâŚ
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 womenâs communities in 2024.
As well as explaining why we canât wait for the day that Women in CX doesnât have to exist, Ian shares his thoughts on todayâs âhighly political and divisiveâ CX landscape, whether current CX competencies are a rod for our own back, and ponders the question âIn its current state, is CX on the road to extinction?â. đ¤
To join the worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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Why is CX failing, and as leaders, what can we do about it? đ¤
With some âcheekyâ questions for former CEO of the CXPA, Diane Magers, in episode #702, Clare and Diane debate the metrification of CX and how itâs 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 customersâ needs and demonstrate the financial impact of the experience too? đ˛
To join the worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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Whatâs 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 âhighly sensoryâ 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/employeesâ 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 weâre to influence the agenda.
To join the worldâs first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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âAll complex problems are solvable when you really understand the flow of value to the person being designed for [âŚ] it makes the complexity start to fall away quite quickly because youâve got something to anchor in that is very real.â
In episode #609 of the Inspiring Women in CX podcast, Clare Muscutt talks to Christine Hemphill, Founder and Managing Director at Open Inclusion, aboutâŚ
đ Her experiences working in the mining, shipping, and banking industries and how CX and listening to the customer were woven throughout her career
âż How her own personal experience gave her a real understanding of the breadth of human diversity and disability
â Founding Open Inclusion and setting out to challenge the dichotomy that experiences can either be delightful or accessible â but not both
đ The definition of inclusive CX and how different dimensions of our identity profoundly change our experience of disability
đŁ The exclusion footprint and the importance of being conscious of our own when making business decisions
đ¤ The limitations of current practices and what CX practitioners can do to make insights more accurate to the breadth of customersâ experiences
đ§ Her thoughts on âinclusive personasâ and how these are actually in danger of misinforming design
For more information on joining the worldâs first online community for women in Customer Experience, head over to www.womenincx.community/membership
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âAll of us are people, and if on a personal level, we don't follow principles or values of health and well-being, itâs very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.â
In episode #608 of the Inspiring Women in CX podcast, Clare Muscutt talks to Marina Bezuglova, the Executive Director of Healthcare, CEE, at Ipsos, aboutâŚ
đ How she found her way into the Women in CX community and found help and support in publishing and translating her book
âď¸ Her background in Psychology, holding a PhD in Medicine, and how an interdisciplinary approach allows for the formation of new knowledge and innovative solutions
đ¤ 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
đŻď¸ Growing from âuseful crisesâ and the importance of being a mindful and empathetic leader, particularly in times of disruption and transformation
â The relationship between stress and creativity and how if we neglect our most basic needs, weâre unable to negate mental blockers and develop out-of-the-box solutions
đŁď¸ The role that both cognitive and emotional empathy play in decision-making and how storytelling can bring the customer/patientâs reality into focus
For more information on joining the worldâs first online community for women in Customer Experience, head over to www.womenincx.community/membership
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