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The role of Business Analysis in Experience Design
Business analysis is an important link in experience design. Unfortunately, many times it is also the weakest link. Probably because we have never considered it as a people-oriented process or function. Good business analysis is about ‘asking the right questions in the right way to the right people at the right time’.
You cannot change what you do not understand. Hence….
Less talk… More action!
As women in CX we need to spend more time delivering results, less time talking customer experience.
I get it. The above statement sounds paradoxical. As CX-ers we feel the need to get everyone onboard and to share our passion about Customer Experience. However, sometimes the more we talk about it, the less productive we are at achieving our intended outcomes.
CEX Education
When Clare Muscutt asked me to join her on the Women in CX podcast and invited me to write a cheeky little blog I felt like I had just won the last of the five Willy Wonka golden tickets. Thank you, Clare and hello WICX readers….
I describe myself on LinkedIn as a CX educator. When Clare and I were discussing this recently I was brimming with examples of how I formally teach in London and more recently online for an international school. I described how I use emotional intelligence knowledge and techniques to…….
Women in Tech 2020
Back in December, I decided to say yes to doing that which scares me the most... I'm not talking about jumping out of a plane or abseiling down a cliff.. but appearing on the WICX Podcast. I started small, by trying to embrace having video calls, as a starter for 10. This is still work in progress, and although I do a lot of presentations etc., I often feel physically sick with stage fright, which is always compounded when I know I’m being filmed. Since December, I've been on a journey of learning, self-discovery and building my awareness and appreciations in both my personal and professional life.
5 Lessons from the Nordics.
Let me take you on a journey…
It starts with a flight to Copenhagen, goes via Helsinki, Reykjavik, Oslo, London and Andover as well as many places besides and it continues today. And it helps explain why Clare tells me I’m the only Chief Customer Officer she has ever heard link customer with community, which is one of the topics we cover in my conversation with her.
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