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 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 Janelle Mansfield about the pros and cons of being an alpha-female in CX.
“And the feedback that I got was that I was a bully. And I was because I had come from spending three years working with this military organisation where it was all about efficiency and just communicating quickly and just getting to the point. And I brought that forward thinking that that was the right way to communicate. And so I had done this three-60 after I'd been with this new company for about a year. And there was some feedback that I was a bully on, on that three 60. And that was really difficult to hear. It was it was nothing I had expected. It really blew my mind. I had no idea that I was making people feel unvalued or disrespected or that I was hurting people. I was hurting colleagues or I was hurting some people on my team with my communication and leadership style.“