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 Susannah Simmons about removing barriers to adoption during digital transformation by considering user well-being.
“P is the positive emotion, but that's short-lived. What we want is that lasting impact. So, we want to be thinking about other elements of well-being that will help our products and services have that lasting, ongoing impact that means people love using them.”
Clare Muscutt talks with Lauretta Campestre about contact centre technology and empowering agents through conversation analytics.
“As a woman, I didn't behave, act, or talk like my male counterparts. Oftentimes, I was the note taker, or the one coordinating beverages, but the silver lining… I was in the room, I was hearing the conversations, and she who controls the pen controls the actions.”
Clare Muscutt talks with Ejieme Eromosele about Emotional Intelligence in Leadership.
“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not because they haven't lived in my shoes, but I think that the desire to want to connect with someone and understand their point of view should be the goal […]. If you see another human being in pain, unhappy, or upset, I think at the most fundamental human level, we feel that.”
Clare Muscutt talks with Samantha Conyers about how emerging technologies like ChatGPT will impact customer experience management.
“So, personalised experiences for me are not the result of automation at all. It's quite the opposite. Rather they are the result of businesses actively choosing and understanding their customers’ wants, needs, and behaviours, and choosing what to automate and what not to. And you know, when we think about, you know, to go back to the call centre experience. I think I would love it if I had a problem with something and I could quickly type it in, and an intelligent bot or whatnot, give me access to fixing my problem. But there are certain things that I actually want to speak to a human being for. And I don't think that's ever going to change, right?”
Clare Muscutt talks with Charlotte Kennett about leveraging the alignment between Marketing & Customer Experience in B2B.
“Don’t be scared to think differently and fight for what you believe in. We’re not going to be able to make change where it needs to happen if we’re just following the status quo.”