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 Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisation.
“Anytime you have a silo that is dysfunctional, it's costly, it causes churn, grief, and a lot of confusion and extra worry… If you want to solve organisational silos, then take a look at vision, assumptions, goals, metrics, and handoffs as the pathway to it.”
Clare Muscutt talks with Anna Noakes Schulze about the future of Web3 customer experience and the Metaverse.
“There’s a fundamental shift at work here. Web 2.0’s focus was on capturing people’s attention by any means possible. Web3’s focus is capturing investment and loyalty.”
Clare Muscutt talks with Hayley Pugh about graduate careers, digital transformation and omnichannel Customer Experience.
“… because of digital, we now expect brands to provide constant support, personalization and ease – brands really have to live up to those expectations now.”
Clare Muscutt talks with Airship’s Strategic Services Lead, Jennie Lewis about the challenges faced by women in Customer Experience technology.
I mean, it's not easy [for women in tech] For years I'd go into meetings where I was the only woman in the room, like it would just be a bunch of Engineers and me. I think, the two biggest things I ran into were folks, taking credit for my work— Having people just, just straight-up take credit for it. That, and then really getting dismissed during some of those meetings. You know, in some cases one of the guys that I had a little joke where I would say something and we had a customer who would just be like... “No, that can't possibly work”. And then ‘he’ (my account management friend) would repeat the exact same thing I said and it was accepted….. The sexism is mind-blowing…..
Clare Muscutt talks with Anita Siassios, about Women in Cyber Security & building female communities
“But cybersecurity is huge. It’s involving. A lot of organisations have now moved to becoming digital, you know, they’ve transitioned from the paper forms to being online. There’s a lot of operational efficiencies in becoming digital.
However, there’s also the implications that if things are not actually set up securely, databases can be accessed, and they can be broken into. So, there’s lots of opportunities for customer data to be breached and accessed by malicious …”