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 Stine Ringvig Marsal about squiggly careers and fixing a broken CX industry.
“In short, the focus always has to be on the organisational goals and then you tailor your CX effort accordingly. And if you think that you have to tear the entire organisation apart – and that’s a very costly thing – then maybe you shouldn't do CX in that way.”
Clare Muscutt talks with Hayley Pugh about graduate careers, digital transformation and omnichannel Customer Experience.
“… because of digital, we now expect brands to provide constant support, personalization and ease – brands really have to live up to those expectations now.”
Clare Muscutt talks with the Co-Founder of 4Sight CX, Liz Berks, about research methods and getting closer to customers on any budget.
… it's all about embedding customer feedback within a business and really bringing that voice of the customer into decision making. And I fell in love with that idea there. And I, I really fell into the whole idea of customer experience management and that it's more than just the insights that I was taking. It's how do you build that into a strategy? How do you then design products and services that meet needs?
Clare Muscutt talks with Airship’s Strategic Services Lead, Jennie Lewis about the challenges faced by women in Customer Experience technology.
I mean, it's not easy [for women in tech] For years I'd go into meetings where I was the only woman in the room, like it would just be a bunch of Engineers and me. I think, the two biggest things I ran into were folks, taking credit for my work— Having people just, just straight-up take credit for it. That, and then really getting dismissed during some of those meetings. You know, in some cases one of the guys that I had a little joke where I would say something and we had a customer who would just be like... “No, that can't possibly work”. And then ‘he’ (my account management friend) would repeat the exact same thing I said and it was accepted….. The sexism is mind-blowing…..
Clare Muscutt talks with Sarah Sargent about customer experience in the housing and non-profit sectors
“So, there's a real shift to true customer involvement and customer engagement.
You're seeing a lot more in the sector of not just surveys and feedback about perceptions of the service and levels of satisfaction, but a lot more co-creation where customers who are interested in digital, for example, can come and help to design and deliver website and digital tools and solutions to customers who get involved in their own local community because a lot is about actually how to create safe places for people to live and to thrive and to work.
So, there's a lot of that local engagement going going on, as well, but it's really using that customer voice to help…”