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 Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisation.
“Anytime you have a silo that is dysfunctional, it's costly, it causes churn, grief, and a lot of confusion and extra worry… If you want to solve organisational silos, then take a look at vision, assumptions, goals, metrics, and handoffs as the pathway to it.”
Clare Muscutt talks with Anna Noakes Schulze about the future of Web3 customer experience and the Metaverse.
“There’s a fundamental shift at work here. Web 2.0’s focus was on capturing people’s attention by any means possible. Web3’s focus is capturing investment and loyalty.”
Clare Muscutt talks with Anita Siassios, about Women in Cyber Security & building female communities
“But cybersecurity is huge. It’s involving. A lot of organisations have now moved to becoming digital, you know, they’ve transitioned from the paper forms to being online. There’s a lot of operational efficiencies in becoming digital.
However, there’s also the implications that if things are not actually set up securely, databases can be accessed, and they can be broken into. So, there’s lots of opportunities for customer data to be breached and accessed by malicious …”
Clare Muscutt talking with Jo Boswell about actionable data, and making CX a commercial discipline.
“I think it is important to get yourself comfortable with the numbers and what those can do for the bottom line. So certainly when I work with clients today, one of the first questions that I will ask is what metrics does this business run on? And what are the customer metrics that are going to add value to the bottom line? So whether 'what's the value of one extra customer retained' or 'what's the value of one additional product sold to an existing customer'. And I think if you're leading a CX program, it's really important to think about what are the dials that you can shift with this program? What are the metrics that your organisation runs on and every organisation is slightly different, but you've got to really tune into what those metrics are and be comfortable. And, if, if there isn't a very clear link between what you're doing and what those metrics are, then you will always struggle”
Clare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.
“I think I'm a design thinking evangelist. Completely I'm sold to design thinking. And I think for me, the core of design thinking is that you can explore the problem. It allows you to establish deep empathy and understanding of the problem space so that you can discover purposeful solution. So that's always around driving efficiency and emotional connection, but design thinking on its own, isn't going to give you the full picture. You need to incorporate systems thinking. We need to look at the entire system. You need to be able to get a holistic view of the organisational problem. So if you're just thinking of the customer and what challenges that we're gonna and how are we going to resolve the challenge? You might find that they, you don't have the system to deliver that or implement that”