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 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.“
Clare Muscutt talks with Sandra Thompson about the power of Emotional Intelligence & Empathy in CX.
“And all of those things that people perceive when they think that change is happening and they feel fearful, it's a threat, right? It's a threat to their survival. So if you're able to use techniques in emotional intelligence, empathy, positive outlook, adaptability, and all of those great things, then people are more likely to go with you when you want to create the change. So that's one thing which is the relationships within the organisation.“
Clare Muscutt talks with Shameem Smillie about race, gender, & becoming who we really are.
“My sister she's, black , she's got Afro hair and when my mother pitched up back home, you know, pushing my sister in the pram, my own grandmother, turned round to my mother and said, you know, she looked in the pram seeing a little black baby and said, you need to take her back to the jungle where she came from. And this was my mother's mother. My auntie who was considered a little bit well off, I suppose she used to say to my mother, Oh, don't bring the kids round because she didn't want the neighbours to know she had, people that weren't white in the family.”
Clare Muscutt talks with CCO, Kate Thornton, about what it takes to have the edge in CX Leadership.
“Yeah. Good question. And I often reflect on that for many, many years. I would have told you that it was about luck and being in the right place at the right time. And people liking me and being helpful. And all of that is without doubt, really valuable in a career. But actually when I go back and I analyse kind of the biggest moves I made, were all moves that, I proactively advocated for. And I think it's quite typical of women maybe to sort of slightly downplay their own agency in constructing their career and maybe hang back when men don't, which is frustrating and pretty stupid really”
Clare Muscutt and Ines Martinez debating their thoughts on boys, babies, and the future of CX.
“I went to a doctor to talk about freezing eggs and the procedure, how much it costs, like all the details. And I was actually considering doing that because what about if I'm 40 and I regret not doing it. You hear lots of women who have done pretty much the same thing that you and I are doing (focussing on our careers) and they turned 40 or 45 or whatever, and they're fine and they never regret it. But you also know the other stories of people who actually put their career first and then had trouble conceiving.”