Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
The Reality of Going Solo in CX: Resilience, Loss & Rebuilding a Career
In this episode, Clare and Katie discuss the emotional and professional realities of building a CX consultancy without the safety net of corporate structure. Katie shares how personal challenges, including a marriage breakdown and significant loss, shaped her approach to leadership, resilience, and customer experience.
The discussion explores why empathy, trust, authentic leadership and human connection remain essential in modern CX strategy – especially as AI and automation continue to reshape the industry. Katie also explains the philosophy behind CXism and why customer experience should be embedded into organisational culture rather than treated as a tactical function.
Moving From CX-Washing to Real Transformation: Honest, Customer-Centric Experiences, with Joanna Carr
“I think my piece of advice would be to take a real honest, hard look at…either yourself or your business. If you are communicating that you want to be a customer-centric company or organisation, then take a real honest hard look at, are we actually that?”
In episode #804 of the Inspiring Women in CX podcast, Clare is joined by CX Consultant Joanna Carr for a candid and insightful discussion on customer experience strategy, the pitfalls of “CX-washing”, and the reality of delivering on brand promises.
Transforming CX: Building a Harmonious Operating Model, with Olga Potaptseva
“With all the will in the world, you cannot change the organisational strategy. It's not up to you to decide. Even if you are fortunate enough to be on the board, you are a contributor to a decision that other people will have a say on. So contribute effectively.”
In episode #802 of the Inspiring Women in CX podcast, Clare is joined by Founder and CEO Olga Potaptseva for a thought-provoking conversation on aligning customer-centricity with organisational strategy to drive impactful change.
‘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.