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 about CX in IoT and FM with Sharon Boyd, CXO at MKL Innovation.
“I think one of the things that stuck out for me was there didn’t seem to be very many female role models, and I always just felt that that was a bit of shame. That was a challenge for me because I really wanted to grow. I wanted to get on, and I’ve always been quite self-aware, but I always just wanted to get feedback from other people, especially those women above me who’d done really well, and just kind of grow.
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 …”
Clare Muscutt talks about Employee Experience in CX with Carolene Méli, Ex Cirque du Soleil.
“I used that strategy myself. So, whenever I was feeling complacent, whenever I was like, ‘I’m over this. Just… oof,’ I would actually go and step into the big top, and I wouldn’t watch the show necessarily because I would have seen it many, many times, but I would watch the guests. The feeling that it gave me, it was almost like a renewal because I would watch them, and I would see their eyes widen or they’re gasping for air as they see something crazy happen before them, or in the clown parts laughing their heads off and hearing the sounds of children laughing.“
Clare Muscutt talks CX Metrics, Insight and the importance of Women's Networking with Chloe Woogler.
“So, a key thing to really think about as an organisation is to really make sure you’ve got a clearly defined metric structure; we say that’s the basis of any good CX programme. So, what I mean by that is where you’re looking at metrics – for example to track performance within CX programmes – they sit across three different levels, so they’ll break down as key customer metrics, as you know, providing that overarching basis for really understanding how customers perceive their interactions with and that brand. “
Clare Muscutt hosts Amanda Riches as she shares her inspiring story from inside and outside CX.
“But interestingly, the main negativity that I remember was from the HR leadership. And I think these days, people in people and culture functions and HR, they’re the leading the way in that diversity and inclusion, but at that point, we were seen a bit of a problem – only by a small minority in the HR leadership – but still a problem.
And there was actually kind of sentiments of how would female colleagues feel working with us, being in the same room as us? You know, those sorts of things… and that sort of stereotype that if you’re gay, you’re a predator or whatever.”