Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
WiCX Talks Trends: Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them with Sierra Modro
In this episode of WiCX Talk Trends, Clare Muscutt sits down with Sierra Modro, Sr. Director of Software Engineering at ujet.cx, to explore one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken?
They unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value.
CX Tech, Personalisation, and Business Impact: Inside Judy Bloch’s Award-Winning Approach
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Judy Bloch, VP, Industry Executive Advisor and our Women in CX Tech Award Winner.
In this insightful conversation, Judy shares how her background in industrial engineering shaped her structured, results-driven approach to customer experience. From early process improvement work to becoming a global CX advisor, Judy reveals how she connects CX initiatives directly to commercial outcomes – helping organisations prove the value of experience-led transformation.
Innovation in Action: How Shannon Knowlton Built an Award-Winning GenAI VoC Copilot
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Shannon Knowlton, Voice of the Customer Manager and this year’s Innovation Award winner.
In this uplifting conversation, Shannon reveals the innovation that earned her this year’s award: a bespoke GenAI Copilot agent she built from the ground up to revolutionise VOC workflows, enhance the depth and reliability of customer insights, and strengthen strategic collaboration.
WiCX Talks Trends: Preparing Our Organisations to be an AI-Enabled Workforce with Jennifer Buffaloe
In this episode of WiCX Talks Trends, Clare Muscutt speaks with Jennifer Buffaloe, Senior Director of Customer Success at CallMiner, about what it really means to prepare our organisations for an AI-enabled future of work.
Clare and Jen discuss the skills, culture, leadership behaviours and practical steps required to help teams work confidently with AI — and how to build trust, readiness and adoption in a way that empowers people rather than replaces them.
Leading with Empathy: Susanna Baqué on Building Thriving CX Culture
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Susanna Baqué, Senior Director, Global Customer Experience and our Culture Award winner!
Shaped by a profoundly personal experience, Susanna shares her inspiring journey, revealing how vulnerability and empathy transformed her workplace – and customer experiences.