Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
Clare Muscutt talks with Ejieme Eromosele about Emotional Intelligence in Leadership.
“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not because they haven't lived in my shoes, but I think that the desire to want to connect with someone and understand their point of view should be the goal […]. If you see another human being in pain, unhappy, or upset, I think at the most fundamental human level, we feel that.”
Clare Muscutt talks with Samantha Conyers about how emerging technologies like ChatGPT will impact customer experience management.
“So, personalised experiences for me are not the result of automation at all. It's quite the opposite. Rather they are the result of businesses actively choosing and understanding their customers’ wants, needs, and behaviours, and choosing what to automate and what not to. And you know, when we think about, you know, to go back to the call centre experience. I think I would love it if I had a problem with something and I could quickly type it in, and an intelligent bot or whatnot, give me access to fixing my problem. But there are certain things that I actually want to speak to a human being for. And I don't think that's ever going to change, right?”