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 Sarah Sargent about customer experience in the housing and non-profit sectors
“So, there's a real shift to true customer involvement and customer engagement.
You're seeing a lot more in the sector of not just surveys and feedback about perceptions of the service and levels of satisfaction, but a lot more co-creation where customers who are interested in digital, for example, can come and help to design and deliver website and digital tools and solutions to customers who get involved in their own local community because a lot is about actually how to create safe places for people to live and to thrive and to work.
So, there's a lot of that local engagement going going on, as well, but it's really using that customer voice to help…”
Clare Muscutt talks about CX Insights and Women in the Workplace with Kantar Insights CEO Amy Cashman
I think it’s really important to be clear what your red lines are in an organisation. I’m very clear there’s things I won’t miss: I have never missed one of my children’s assemblies; I’ve never missed sports day; I’ve never missed a parents’ evening. I just won’t miss stuff like that. And I’ve had occasions where it’s clashed with an important meeting and I’ve consciously chosen to explain, ‘I’m not at that meeting because I’m at a school assembly.’ I haven’t tried to hide it and say, ‘I’ve got a medical appointment’ or anything like that because that’s how you get the message that that is okay and that is normal. And that’s not always felt comfortable, to be truthful. I’ve come to that, I would say, over a period of time. It wasn’t something I would have done straight away when I got back from maternity leave, but I hope by doing things like that it just makes it…
Clare Muscutt talks with Olga Potaptseva about Agile Customer Experience and violence against women.
“if something doesn’t feel right – despite however many times the other person tells you it’s your fault or it’s okay for them to treat you like that – if you have that feeling that it’s not right, the first thing to do is to somehow, somehow reach out and tell somebody, and get the help that you need to be able to move on”
Clare Muscutt talks with Ingrid Lindberg talking about her journey to becoming the World's first CXO.
“I was 35 and I had a big job and there was one other senior woman at the company. And the CEO had said, you should get to know the senior woman. She's, you know, 30 years older than you are. You're very young. Another one of those you're very young for your big job. And I'll never forget. I walked up to her. We were at a board meeting. So we were, you know, at some fancy resort, you know, whatever, with all of our executives, from all the other companies who sat on our board of directors. And I walked up to this woman and I said, hi, you know, I know I've worked here only for six months.”
Clare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.
“Yeah. Good question. And I often reflect on that for many, many years. I would have told you that it was about luck and being in the right place at the right time. And people liking me and being helpful. And all of that is without doubt, really valuable in a career. But actually when I go back and I analyse kind of the biggest moves I made, were all moves that, I proactively advocated for. And I think it's quite typical of women maybe to sort of slightly downplay their own agency in constructing their career and maybe hang back when men don't, which is frustrating and pretty stupid really”