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 Hannah Foley talking about balancing CX careers and motherhood!
“It’s just learning to be kind to yourself, I think; that goes for whatever walk of life you’re in. If you’re working, you do work so hard and round-the-clock, but you’ve just got to find ways to be kind to yourself, haven’t you? And accept that we’re not always going to be on our game. I’m not always going to be on my game as a mum. I’m not always going to be on my game as a wife or as a consultant or as a business owner, but you’ve just got to be kinder to yourself and go, ‘That’s okay. Step back. Reset, and go again when you’re ready.’ You have to do the same as a parent: you’ve got to go, ‘Today was a disaster. Tomorrow’s another day, and we’ll feel better tomorrow (after gin).’”
Clare Muscutt talking with Gavin James about CX & using our intuition to help make better decisions.
“I think for me what comes to mind is there’s a line in one of my favourite movies ‘Out Of Africa’ and at one point she’s trying to kind of coax him into her desire for a marriage and he’s a very free spirit and he says “I don’t wanna wake up one day and find I’m at the end of someone else’s life,” and I really came to that point of seeing there’s that point where, especially as women, there’s a very slippery slope between giving of ourselves without giving up ourselves and I definitely had crossed over that boundary too much for myself where I’m feeling like I’m living this other person’s life, I’m helping him solve all of his problems and running my own show and I sort of felt like okay, I’ve paid my dues, I’ve done this long enough, I don’t think this needs to be my job for the next fifty years, right?
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 Ingrid Lindberg talking about her journey to becoming the World's first CXO.
“I was 35 and I had a big job and there was one other senior woman at the company. And the CEO had said, you should get to know the senior woman. She's, you know, 30 years older than you are. You're very young. Another one of those you're very young for your big job. And I'll never forget. I walked up to her. We were at a board meeting. So we were, you know, at some fancy resort, you know, whatever, with all of our executives, from all the other companies who sat on our board of directors. And I walked up to this woman and I said, hi, you know, I know I've worked here only for six months.”
Clare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.
“I think I'm a design thinking evangelist. Completely I'm sold to design thinking. And I think for me, the core of design thinking is that you can explore the problem. It allows you to establish deep empathy and understanding of the problem space so that you can discover purposeful solution. So that's always around driving efficiency and emotional connection, but design thinking on its own, isn't going to give you the full picture. You need to incorporate systems thinking. We need to look at the entire system. You need to be able to get a holistic view of the organisational problem. So if you're just thinking of the customer and what challenges that we're gonna and how are we going to resolve the challenge? You might find that they, you don't have the system to deliver that or implement that”