Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
‘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?
Clare Muscutt talks with Marina Bezuglova about the connection between well-being and customer and employee experience.
“All of us are people, and if on a personal level, we don't follow principles or values of health and well-being, it’s very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.”
Clare Muscutt talks with Gemma Colby about her transformational career journey and overcoming self doubt.
“My job is to not necessarily know all of the answers but to ask the questions.”
Clare Muscutt talks with Naima Mwina Mwawasi about breaking gender stereotypes, divorce and CX in Kenya.
“I was supposed to move back to Kenya and just be a housewife, you know, and that was basically it, that was the condition.”
Clare Muscutt talks with Thirza Schaap about working motherhood and building sustainable CX culture.
“Is there a CX strategy? Do your people understand it and know how they can contribute?”