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?
‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra Thompson
In episode #701, Sandra Thompson details all about her “highly sensory” employee experience workshop and how, through a game of bean roulette, she served up a stark reminder to us all about the taste we leave in customers/employees’ mouths.
As well as highlighting the importance of psychological safety and the significant impact that our actions have on others, Sandra shares her thoughts on the current state of CX, her predictions for 2024 and explains why brushing up on our business acumen is key if we’re to influence the agenda.
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 Kristin Haynes about human capabilities and the future of Employee Experience.
“We’re seeing a change in what the future of work is going to look like. We’re seeing a shift towards “What are the innate human capabilities that are going to make us effective employees, solopreneurs, and founders?’”
Clare Muscutt talks with Crystal D’Cunha about employee experience design and being a mompreneur.
“If we want to be a successful organisation in the future, we've got to stop talking about diversity, equity, and inclusion and really start practising it. What are the tactical things that we're going to do every single day that align our culture to be able to practise those things?”