Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
‘Could CX frameworks be killing innovation?,’ with Maria McCann
With fewer barriers today, why aren’t we making the inroads that we should be? That’s the question raised by Maria McCann, Co-Founder of Neos Wave, in episode #705.
Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame.
‘Does the customer experience community really need Women in CX?’, with Ian Golding
Joined by Global CX Specialist, Ian Golding, in episode #703, he and Clare discuss the need for support and collaboration in an industry that often leaves us feeling isolated, foreground the importance of recognising our own privilege, and address the scepticism surrounding the need for women’s communities in 2024.
‘Why CX is failing and what we need to do about it’, with Diane Magers
With some “cheeky” questions for former CEO of the CXPA, Diane Magers, in episode #702, Clare and Diane debate the metrification of CX and how it’s become synonymous with a score, the mindset, skills and capabilities we need as CX leaders to succeed not just today but in the next generation, and how we can create clear business value in the here and now, ensuring, that like marketing and sales, our jobs are safe.
Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics.
“If we capture experiences, we’re able to understand which ones you want more of, less of, which are working well for customers, and which aren’t, and then tailor brand investments from this.”
Clare Muscutt talks CX Metrics, Insight and the importance of Women's Networking with Chloe Woogler.
“So, a key thing to really think about as an organisation is to really make sure you’ve got a clearly defined metric structure; we say that’s the basis of any good CX programme. So, what I mean by that is where you’re looking at metrics – for example to track performance within CX programmes – they sit across three different levels, so they’ll break down as key customer metrics, as you know, providing that overarching basis for really understanding how customers perceive their interactions with and that brand. “