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 human Centred Design, Inclusion and LGBTQ+ Womxn in CX with Lara Husselbee
“For me, inclusion is thinking beyond the mass and looking for minorities and those intersections where actually some really amazing golden nuggets and stories lie that you can improve people’s lives, and that comes back to the empathy.
And maybe why I was drawn to this career is the idea that we can improve it even if it’s just one point in someone’s life – obviously sounds so idealistic – but same kind of thing as you don’t know who you’re walking past and what they’re experiencing, so a smile might help. Well, why not do the same for minority groups when you are in a privileged position?
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. “