Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
WiCX Talk Trends: From Trad Wives to Trailblazers – Can Women Have it All? with Jill Donahue
In episode #002 of the WiCX Talk Trends podcast, sponsored by CallMiner we’re thrilled to host Jill Donahue, Senior Director of Business Strategy & Analytics. Together, we dive into the urgent need for investment in women’s career development, the “broken rung” keeping women from stepping into leadership roles, the impact of shrinking flexible work options on the talent pipeline, and—most importantly—what we can do to change it.
‘The Human Experience: Whatever Happened to Emotion and Empathy?’, with John Sills
“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.
WiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day? With Danita Belcher
Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, 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.
‘Does culture eat strategy when it comes to customer service transformation?’ with Leonie Williams
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?
‘Is it really all in our heads?’ Addressing imposter syndrome and workplace bias with Ewa Davenport
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, Senior Client Success 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.