Inspiring Women In CX (Clare Muscutt)

How Jeannie made her way into the world of CX

 

How she first discovered her ability to adapt to new situations.

 

Discussing the current climate and changes in the world of CX and business more broadly.

 

The growth of brand integrity and required congruence with customer experience.

 

How to adapt your life and business to meet challenges and change.

 

The pivot consultants are making into content creation and providing thought leadership outside of conferences and events.

 

The importance of inclusive design and representation in decision making groups.

 

Jeannie's advice for WICX to help us develop resilience and adaptability.

Chelsea Costelloe, the Chief Excitement Officer at EXCO, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about co-founding the Caribbean’s first all-female-led CX consulting agency, the positive shift in the region as more CX titles are appearing, facing scepticism as a young, female director, gender equality in the Caribbean, experiencing sexist comments in the workplace and how, if ignored, these ‘blurred’ lines can become much more insidious and utilising journey mapping as a tool, as opposed to a goal in itself, to spur action, inspire your teams and avoid the dreaded journey mapping ‘burnout’.

 

Listen in as Chelsea talks about…

🤝 Co-founding the Caribbean’s first all-female-led CX consulting agency, EXCO

🙋‍♀️ Being a ‘Chief Excitement Officer’ (and what the role entails)

📚 The state of CX in the Caribbean and her personal mission to drive CX awareness and education in the region

🗯️ Gender equality, gender-based violence and experiencing sexist comments in the workplace

🛠️ Journey Mapping as a tool to achieve your goals, not a goal in itself

😩 Journey Mapping “burnout” and how to avoid it

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

“It's true that one of the biggest fears is when you decide that you want to do things differently, you don't want to be in a system where you're stuck to two walls, especially when you become freelance and you say, from now on, I just depend on myself.”

 

In episode #607 of the Inspiring Women in CX podcast, Clare Muscutt talks to Sonia Etxebarria, Founder and Strategist at Akuyari, about…

 

👭 How she made her way into the Women in CX community and went on to found her own customer-centric design agency, Akuyari, collaborating with other members to do so

 

👩‍💼 Working in Telco and Logistics before making the leap from corporate to entrepreneurship and doing things her own way

 

💪 The importance of recognising the value that you bring and playing to your strengths to win in business

 

🗣️ Challenging the negative connotation around ‘selling’ and self-promotion, particularly as women

 

🎨 Her passion for service and experience design, the importance of research and discovery, and fashioning her own methodology

 

💬 Why it’s critical to conduct qualitative research to understand feelings and motivations and use quantitative research to validate findings

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Sarah Curran-Usher MBE joins Women in CX Founder and podcast host Clare Muscutt to discuss the evolution of retail customer experience from bricks-and-mortar to pure-play online stores over her 20 years working in the fashion industry. From the importance of getting the basics right to the opportunities presented by the latest data and technology advances, this podcast highlights what it takes to 'sell' CX to senior leaders by balancing the emotional and commercial aspects of CX initiatives, and vitally discusses the need for more women at board level who appreciate the balance required to support decisions that value people as much as numbers.

Tune in to hear more about: - The moments that shaped Sarah's career - How she embraced her 'disruptive' nature - Using her different thinking to fuel success as an entrepreneur - The highs and lows of starting, scaling, and selling her own business - Becoming an 'entrepreneur in residence' - The dangers of CX 'gimmicks' - Acquisition vs retention in retail - How to get C-suite onboard - The differences in female leadership - Balancing customer, brand, and commercial priorities - Using behavioural customer data to drive better decisions - Developing your own resilience  - Sarah's advice for women in CX

You can find out how to join the world's first online membership community for women interested in CX by visiting www.womenincx.community

Talking about talking about CX in tech, the importance of communities for women, and the power of women supporting one another to succeed.

 

'When women support each other, incredible things happen.'

 

While both men and women benefit from having a network of well-connected peers, women who also have an inner circle of close female contacts are more likely to land executive positions with greater authority and higher pay.

 

Why? Women trying to rise up into leadership face cultural and systemic hurdles that make it harder for them to advance. 

 

We overcome the hurdles by forming close connections with others, and learn from the shared experiences of  women who have ‘been there and done that’.

Communities for women are special places that make it easier to meet others, share our challenges and find the support we need to make headway.

 

That’s why I was thrilled to have Anita Siassios on the show to talk about her experience of building communities for women in Cyber security in Australia and how she is working to include indigenous women too.

 

Tune in to hear us talk about:  

 

🤖 How Anita got into CX

🤖 The growing B2C cybersecurity risks 

🤖 Creating communities for women

🤖 Supporting indigenous women in Australia 

🤖 Acknowledging white privilege exists

🤖 The future skills needed by WICX

🤖 Building your CX peripheral vision

 

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According to Huffington Post, it’s a sad reality that women have been harder hit by the coronavirus pandemic, whether that’s dealing with higher unemployment and job insecurity as a result or bearing the majority of the burden for childcare, homeschooling and other unpaid care work at home.

However, female entrepreneurs and women determined to be their own bosses and change the world around them with their businesses are a silver lining to emerge from the clouds of Covid-19.

That’s one of the reasons I was thrilled to have serial entrepreneur Lara Felix-Omonubi on the show, inspiring us with her latest new venture, starting a new product-led business during a pandemic.

I just loved the way she describes the side hustle… as a way for us to explore creative passions we might not otherwise had chance to, had we not experienced COVID-19.

Tune in to hear more about Lara’s story of becoming an independent black woman, side hustling, patriarchy and the resilience handed down through generations of Nigerian women and find out more about Women in CX by following the links below.

 

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“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.”

 

In episode #605 of the Inspiring Women in CX podcast, Clare Muscutt talks to Lauretta Campestre, Associate Vice President, Success Strategy at CallMiner, about…

 

📞 Her career journey so far, starting out on the frontline at a debt collection agency, quickly realising her skill and desire to help others, and working her way up to Client Success

 

👩‍💻 Making the move from contact centres to software and tech and how she leaned upon her own resourcefulness and resilience during the transition

 

📊 Connecting the dots between conversations that happen in the contact centre and how CX professionals can leverage this data to inform their CX strategy

 

🏫 Dropping out of school, entering the workplace at 17 and how her gender and inexperience shaped peoples’ perception of her

 

👭 How women are shaping the future of CX and Tech through diverse collaboration and the role that women’s communities play in this

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

“And the feedback that I got was that I was a bully”

 

Despite our intentions, the way we communicate has a profound effect on others and their perception of our character.

Depending upon our level of self- awareness, negative feedback can come as a shock. It can rock us to the core. But how we react and bounce back from it is a far more powerful statement about who we are.

In this week's episode, Janelle Mansfield shares her experience of being an ‘Alpha Female’ and how this has served her during her career. From her directness being an asset in male-dominated environments to having to re-learn how to work with women, Janelle’s is a story of courage, truth, and authenticity.

You’ll also hear about making her way up the ladder from humble beginnings at Burger King, how this experience fuelled her passion for a future career in CX, how you can harness commercial acumen to transform your CX influence and how she is using digital tools to make remote CX workshops transcend the current barriers we are experiencing with face to face ways of working.

 

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TW: Please note, this incredibly courageous episode contains discussions of abuse and childhood trauma, as such, listener discretion is advised.

If empathy isn’t the answer, what is? 🤔

Joined by Andreena Leeanne, a Lived Experience Speaker and the Author of the poetry book ‘Charred’, in episode #704, she and Clare explore the concept of intersectionality and its importance when creating spaces for others to show up as their full, authentic selves, discuss whether it’s truly possible to empathise with someone whose lived experience is different to that of our own and foreground why “not seeing” race, colour, and gender isn’t enough if we’re to create a kinder, more inclusive world for everyone. ❌

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.

TW: Discussion of abuse and childhood trauma. Listener discretion is advised.

 

In episode #414, Clare is joined by CX Design & Career Coach, Amélie Beerens, for what is both a challenging and inspiring conversation.

 

Suffering from what she believed to be burnout from work, Amélie recalls being diagnosed with post-traumatic stress disorder (PTSD) as a result of childhood trauma.

 

Confiding in one another, Clare and Amélie recall similarities in their experiences of trauma, discuss the enduring impact and share their individual journeys towards healing.

 

Because our experiences of abuse do not define us.

 

Listen in as they talk about…

 

🚩 The symptoms of PTSD and how it manifests

🤝 Seeking professional support to heal

🧠 Recognising trauma and the impact on relationships

💬 The importance of finding safe spaces to talk

💕 Hope, resilience and realising that trauma is not a life sentence

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community

Liz Berks, Co-Founder of 4Sight CX, Saudi Arabia, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her journey from Market Research and Insights into CX, the ‘energy and drive’ for Citizen Experience in Saudi Arabia, the dangers of an over-reliance on surveys, ethnographic research and the emerging technologies available to us, and the difference between a VoC programme and the ‘true meaning’ of customer voice.

 

Key talking points include discussing…

 

🛠️ The development of CX in Saudi Arabia

💬 The use of qualitative insight to drive CX

📳 How mobile ethnography and ‘insight communities’ can help organisations to build a comprehensive picture of who their customers really are

🙅‍♀️ And how to leverage the data available to you to get closer to customers, even when you have zero budget

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

There comes a time in life where we all evaluate where we are with our life choices and careers, and sometimes, have to decide if we want to stick, or twist. 

When you are young, free and single, this can be an exciting adventure. But if you have a husband and children in tow, that decision is invariably a difficult one to make as the upheaval involved in changing the status quo affects more than just yourself.

In Episode 002 of the Women in CX podcast, guest Claire Boscq-Scott shares this moment in her life and more importantly how she used it as a catalyst to build the life she wanted to lead.

In this conversation we talked about Claire’s early days in Disney Land, how she created her first business in mystery shopping, her philosophies on CX and her passion for bringing a more holistic approach to business. And then having to let it all go and start over again, in a new digital world, facing a pandemic.

Claire’s passion, resilience and ability to pivot is truly inspirational, and will no doubt inspire other women in CX to not settle for less than what they really want, in order to succeed on their own terms. 

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“With all the will in the world, you cannot change the organisational strategy. It's not up to you to decide. Even if you are fortunate enough to be on the board, you are a contributor to a decision that other people will have a say on. So contribute effectively.”

In episode #802 of the Inspiring Women in CX podcast, Clare is joined by Founder and CEO Olga Potaptseva for a thought-provoking conversation on aligning customer-centricity with organisational strategy to drive impactful change.

Olga shares her expertise on uniting people, processes, and technology under a shared purpose, breaking down silos to empower teams and enhance the customer experience. Together, Clare and Olga delve into the human side of transformation—exploring how empathy can bridge departmental gaps and foster innovation and collaboration.

Reflecting on her own leadership journey, Olga opens up about embracing her strengths, nurturing potential in others, and evolving her approach to driving meaningful change.

Packed with practical insights and heartfelt reflections, this episode is a must-listen for leaders and teams striving to build purpose-driven, harmonious workplaces. Tune in to discover how to transform your approach  🎧

Adi Tobias, Head of Customer Experience Strategy & Operations at Uber, joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss her own unpredictable pathway into CX, how she dismissed existing boundaries to carve out her own role, and the importance of CX agility in platform-based businesses. She also examines how, retrospectively, her ADHD diagnosis was a catalyst for where she is now: feeling blessed to have a brain that thinks differently when it comes to CX.

 

Tune in to hear them discuss:

 

👉 Blank-sheet-of-paper CX jobs

👉 Hybrid approaches to CX 

👉 CX in platform-based businesses

👉 The power of test-and-learn in CX

👉 Being diagnosed with ADHD

👉 Neurodivergence as a CX superpower

👉 Coping skills for living in a neurotypical world

👉 Building neurodiverse teams

👉 The importance of finding a sponsor

👉 The power of partnering with different thinkers 

👉 Adi’s advice for businesses to create equity and inclusion.

 

For more information about how you can join the world's first online community for women in customer experience, visit www.womenincx.community!

Trigger WARNING- This episode includes describing experiences of domestic violence and abuse.   This week I had the pleasure to talk to Russian born, Georgian resident Olga Potaptseva who delivers Agile CX programmes for clients globally. Discussing growing up in a Communist state and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX.e and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX. Our conversation included:   -What life was like growing up in a Communist state. -How her father’s Rocket Scientist career shaped her aspirations. -How Olga found her way into CX. -The journey to setting up one of the first fully virtual CX consultancies. -The principles of Agile CX. -The main challenges and opportunities for WICX in Eastern Europe. -The global issue of Domestic Violence, our experiences and how we escaped it. -Our advice for women facing a similar situation.   This episode was a very special one for both of us as Olga and I are two women who silently experienced years of domestic violence, but never spoke about it publicly until now.   ‘Your silence is an abusers greatest weapon’   As this week marked the start of ‘16 Days of Action’ on the International Day for the Elimination of Violence against women, we decided it was time to talk about it.   Domestic Violence against women and girls (VAWG) is one of the most widespread, persistent and devastating human rights violations in our world today remains largely unreported due to the impunity, silence, stigma and shame surrounding it.   In general terms, it manifests in physical, sexual and psychological forms and according to statistics, 1 in 3 women will experience violence at the hands of a man during their lifetime.   And, during lockdown, made up 1 in 5 crimes reported to police. This conversation was hard for both of us, but comes with a clear message that the only way to stop it, starts with telling somebody.   Thank you, Olga for being brave enough to share your story, and helping me share mine too.   For more information on ending violence against women visit: https://www.un.org/en/observances/ending-violence-against-women-day  

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Women rise by lifting others up. But do you always receive the helping hand you need?

As a woman working to create a safe space for women to network, inspire, and support each other, I’m a firm believer in the power of sisterhood. But when it comes to female leadership, not everyone is on board with that philosophy.

For those of us with the privilege of success, we can do so much good if we ‘send the lift back down’ and help others to achieve greatness. Yet for every tale of sisterhood, we all have at least one story of a fellow female-- being at best unsupportive, or at worst doing all she could to tear us down. 

As you will be able to tell when you listen to this episode, I was so excited to have Ingrid Lindberg on the show, as she is the embodiment of what the podcast is all about. Strong, confident, authentic, unapologetic women who aren’t afraid to take up space and support / inspire others to do the same. A brilliant role model of a female CX leader!

Tune in to hear Ingrid’s story, from the moments that shaped her in childhood, to her experiences of being the only woman at the table, her methods of overcoming fraternity culture and the amazing work she is doing to aggregate supportive female executives at board level through her passion project ‘Tatas at the Table’ 

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Amy Cashman, CEO of Kantar UK's Insights Division, joins Women in CX Founder and podcast host Clare Muscutt to discuss the importance of establishing 'red lines' to create work–life balance, challenging the perception of female senior leadership to set positive examples for women in the workplace, and how brand values impact both the customer and the employee experience.

 

“Lean into who you are and don’t feel that you have to change to be successful.”

 

The conversation also delves into…

• The evolution of CX insights

• How brands can amplify or undermine women’s confidence

• The creation of proof-points to deliver on brand promise

• How Amy reached CEO level

• Using CX to create (and to prove) ROI for organisations

• How to create environments within which women thrive

• How evidence of D&I is more important than brand statements

• The importance of authenticity

 

Visit https://womenincx.community/ for more inspiring content, and to find out how to join the world's first online membership community for women in customer experience.

 

#womeninbusiness #ceo #customerexperience #research #insights #kantar #womenincx #womenincxpodcast #inspiringwomen #inspiringwomenincx #femalelead #leadership #cx

What does it take to have the edge when it comes to customer experience leadership?

 

This is a question we continually ask in CX but seldom receive a straight answer. One usually hears the same old CX dogma of ‘needing the CEO on board’, ‘customer-centric culture’, or some kind of organisational design that puts CX itself in a position of power and authority. But few of us have ever sat close enough to the top table to really know for sure what it takes to influence at that level..

 

That’s why I jumped at the chance to talk with a woman who’s career led her to become a Chief Customer Officer, who ‘earned her stripes’ and who’s inspiring story has much to teach us when it comes to not only learning the secrets to being a true CX leader but also what it takes to become one.

 

Kate Thornton is an incredible role model, who’s clarity and realisation of her own agency meant she started asking for what she wanted as she climbed the ladder to success. But the most inspiring thing is her perspective forged by her experiences of working in Scandinavia, that real success doesn’t come at the expense of others. In fact, the key to winning can be found by individuals and organisations who have higher goals to operate from a place of community, where success is shared. 

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Why is CX failing, and as leaders, what can we do about it? 🤔

With some “cheeky” questions for former CEO of the CXPA, Diane Magers, in episode #702, Clare and Diane debate the metrification of CX and how it’s become synonymous with a score, the mindset, skills and capabilities we need as CX leaders to succeed not just today but in the next generation, and how we can create clear business value in the here and now, ensuring, that like marketing and sales, our jobs are safe.

So, rather than a focus on lagging indicators, NPS and certification, how can we be proactive, collaborate, and adapt to the business problem to meet the customers’ needs and demonstrate the financial impact of the experience too? 💲

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

Anne Gray, the Managing Director at Solutioneers, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising a golden thread of excellence woven throughout all of her roles, the importance of not just good but consistent customer service, her journey to motherhood and infertility struggles, finally allowing herself to be at peace, finding support on her solopreneur journey with someone “just a few steps ahead” and her research into Digital Transformation and measuring a transformation’s success.

 

Listen in as Anne talks about…

 

🧵 The ‘golden thread of excellence’ woven throughout her career

💯 The importance of consistently good service in maintaining brand reputation

🧪 Her research in the field of Digital Transformation and measuring a transformation’s success

👶 Her infertility journey and how her life came to a standstill for almost 10 years

✨ Finding your peace and being unafraid to reinvent yourself

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

⚡ Season 6 is here ⚡ In episode #601 of the Inspiring Women in CX podcast, Clare Muscutt talks to Natasha den Dekker, the Lead User Researcher at Santander, about… 🆚 The similarities and differences between CX and UX and the intersections between them both 🪓 The various disciplines User Experience is split into and what those roles look like 🆘 How failure is one of life’s biggest lessons and is vital for our personal development 🗣️ The importance of being an assertive leader and using modal verbs to communicate more efficiently 🤝 Embracing and celebrating our diversity and the unique insight it brings to CX/UX For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Would you rather?

1. Clean the bathroom 🧽
2. Contact customer service 📞

Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, a new series dedicated to bringing you the latest news and insights from female leaders in CX and technology, we delve into the results of RingCentral’s recent study on customer service experiences, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges associated with integrating AI into customer service operations.🔌

With almost one-fifth of respondents saying they would prefer to deal with a vermin infestation in their home than contact customer service, is it up to AI to save the day? 🤔

Want more? Check out the full survey results here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/?BMID=CMRCXINMCM

Continuing our mission to amplify the voices of women in CX and technology, sharing diverse perspectives on the latest trends shaping our industry, we’d love to hear from you! If you’d like to be featured on the podcast, please contact us at partnerships@womenincx.community.

Who you work for makes all the difference.

 

Strike it lucky with a true leader who endorses, champions and supports you gives you all the confidence in the world to go out there and reach for new heights.

 

But if you have the misfortune to work for someone who micromanages you to the point of distraction, it can leave you doubting your own abilities and if anything, curb your ambition.

 

For every tale of awesome female leadership, we all have one story of a fellow female who made our lives HELL and in some cases, even bullied.

 

Thankfully these examples are few and far between. But bouncing back after such an experience isn’t necessarily easy once the damage to our self-confidence is done.

 

What we need is a community of women who network, support and inspire each other to succeed and as my guest on the show today, Cultivate CX founder Katie Stabler demonstrates, support one another to rise up.

 

I was thrilled to have Katie on the show to hear her career story, find out how she introduced CX to some very unexpected places in a highly male dominated environment and share our experiences of women supporting women.

 

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With fewer barriers today, why aren’t we making the inroads that we should be? 🤔

… that’s the question raised by today’s inspiring woman in CX, the Co-Founder of Neos Wave, Maria McCann.

Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame. ❌

Sharing a ‘cringe-inducing’ anecdote and shining a light on the state of CX today, in episode #705, Clare and Maria discuss our obsession with metrics and KPIs above and beyond using common sense and providing kind and compassionate service, how frameworks intended to unify and elevate benchmarks are instead killing our creativity, and whether we’re losing sight of the end goal – improving experiences for customers.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

“What do you need Women in CX for?” 🤷‍♂️

In episode #703 of the Inspiring Women in CX podcast, we’re not prancing around…

Joined by Global CX Specialist, Ian Golding, he and Clare discuss the need for support and collaboration in an industry that often leaves us feeling isolated, foreground the importance of recognising our own privilege, and address the scepticism surrounding the need for women’s communities in 2024.

As well as explaining why we can’t wait for the day that Women in CX doesn’t have to exist, Ian shares his thoughts on today’s “highly political and divisive” CX landscape, whether current CX competencies are a rod for our own back, and ponders the question “In its current state, is CX on the road to extinction?”. 🤔

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

BONUS CONTENT!

 

In episode #411 of the Inspiring Women in CX podcast, Clare Muscutt and Digital Experience Strategist, Anna Noakes Schulze take on the Metaverse! 🤖

 

Listen in as Anna talks about what the Metaverse is, where the term first came from, Gen Alpha as the “gateway drug”, the connection between Web3 and the Metaverse, and the complex terminology surrounding the tech at play (we’re taking it back to basics), and the impact of Web3 and the Metaverse on Customer Experience as a whole – what it means to us as CX professionals and practitioners and what we need to know to stay ahead of the game!

 

Don’t get left behind! Listen in closely as they…

🤔 Discuss what the Metaverse *actually* is

🗯️ Unpick complex jargon surrounding the technologies at play (5G, blockchain, NFT… 🤯)

🔦 Shed light on the recent “crypto controversies”

👉 Highlight the impact and the implications of the Metaverse on Customer Experience

🧠 And share a number of ways that we can increase our own knowledge and understanding in this space

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Society demands women to be perfect.

 

Our bodies, our careers, our relationships, our homes and even our mothering skills are all scrutinised and held to impossible standards.

 

The more we take on, the more the more pressure we feel to be perfect at everything. Which ultimately means we feel we are failing at some (or all) of what is expected of us.

 

The reality is we are all human and therefore flawed and fallible.  And that’s ok!

 

I was delighted to have founder of Yak CX, Hannah Foley on the show for some real talk about the pressure we feel as women in business to ‘have it all’ and the reality that we probably can’t. (Unless we get Kardashian-rich and outsource all the hard stuff).

 

Tune in to hear Hannah’s story of building her career in the notoriously male dominated industry that is construction, her adventures in Nepal that led to the birth of her company, Yak CX, and her very honest perspective on the juggling act of motherhood with solopreneurship during lockdown. 

She is one inspiring Woman in CX!

 

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“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.”

Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers.

Sharing his perspective on the state of CX today, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasising the role of empathy and understanding over technological solutions, listen to the full episode now.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.

Hayley Pugh, Senior Research Executive at Kantar, UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her journey into CX via a Graduate scheme and trialling different rotations, thriving in a sink-or-swim scenario, ‘embracing’ uncertainty, her passion for UX and the pillars necessary for businesses to provide seamless omnichannel experiences – particularly with ever-changing consumer expectations in the digital space! Thank you, Amazon!

 

Key talking points include discussing…

 

🎓 Graduate schemes as a route into CX

💥 The boom of digital transformation since the pandemic  

✅ Meeting customer expectations at every touchpoint (and identifying barriers!)

📳 The pillars necessary to deliver seamless omnichannel experiences

🤖 The consequences of cutting corners in tech implementation

 

For more information on joining the world’s first online community for women in Customer Experience, head over to womenincx.community 

“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.”

 

In episode #606 of the Inspiring Women in CX podcast, Clare Muscutt talks to Susannah Simmons, The Software Adoption Doctor, about…

 

👩‍💻 Her career journey so far and how her ability to ‘make the complex simple’ enables her to support software companies “to do a better job”

 

💭 Working on both the customer and supplier side of software adoption and how this experience informs her approach

 

🗣️ Challenging her introversion by stepping outside of her comfort zone and having to fight for credibility as a woman despite her expertise

 

🤔 The difference between experience and well-being and why it’s important that businesses consider customer, user, and employee well-being when implementing technology

 

🤝 Practical steps that businesses can take to consider user well-being in change management to support ‘commitment, not compliance’ and reduce the threat

 

🚀 How, through considering user well-being, we’re able to think beyond just the transactional level and create products and services that enrich lives

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Will the obsession with customer experience metrics be our downfall? 🤔

 

When you’re part of a discipline which is less than 30 years old in terms of practice and thinking, especially one suffering seismic shifts due to data, technology & digital, it is reasonable to assume nobody truly has all the answers.

 

Perhaps this is why most customer experience initiatives hinge upon programmes of measures & insights? 

 

CX not being well understood in business means having something tangible to evidence what we do in numerals & characters we can communicate easily to executives, is of high value to us.

 

But without resources predominantly allocated to using data to take action- to improve, change, innovate and show the commercial impact of action taken, is CX really of value to the organisation?

 

That’s why I was excited to have an expert like Chloe Woolger from Kantar on the show to have the debate & get her perspective on how to use insights and metrics to drive action.

 

Tune in to hear us talk about:

 

⚡️ Her career journey

⚡️ What it’s like working agency side

⚡️ The importance of networking for women

⚡️ Which CX metrics are most useful

⚡️ The NPS debate

⚡️ How to drive action using insights

⚡️ How to prove CX ROI

 

What are your thoughts?

 

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We are told the ‘think before we speak’, ‘look before we leap’ and not act before considering the consequences. But when emotions rise up and overpower our better judgment, what emerges can be an unwanted reaction.

Emotional control is an admirable quality, usually possessed by happy successful people. But to what extent is it nature or nurture?

I was fascinated to talk to the UK’s only certified Emotional Intelligence coach, Sandra Thompson, to understand more about this field: its application in personal development and its many connections to customer experience.

In this episode, Sandra shares her own experience of learning to control her emotions, her insights into behavioral psychology, the future opportunities for AI and EQ, and the inspirational work she is now doing to educate others in applied emotional intelligence and customer experience. 

I learned EQ is in fact a skill that begins with self-awareness. But mastery means we have the power to redefine all our human relationships. Importantly including employees and customers. But most importantly, with ourselves.

Tune in to the podcast to find out more! 

 

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In episode #603 of the Inspiring Women in CX podcast, Clare Muscutt talks to Samantha Conyers, the Chief Experience Officer at EXCO, about…

 

🇹🇹 Pioneering CX in the Caribbean and the growth of the industry in recent years

 

🧰 Her practical approach to CX having led, designed, and implemented experiences from scratch

 

🗯️ The negative reputation that surrounds the term ‘consultant’ within the region

 

⚖️ Bootstrapping, burnout, micro-managing in the pursuit of perfection, and the elusive work-life balance

 

⏩ Implementing AI to ‘shorten the route’ to human connection and empower agents and employees

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Lynn Hunsaker, the Chief Customer Officer at ClearAction Continuum, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, overcoming shyness and allowing herself the permission to speak, the power of community and networking (getting out what you put in), and the operational and execution silos that exist within our organisations.

 

Listen in to the full episode as Lynn talks about…

👂 Her route into CX and role as a VoC Manager

🗣️ Finding her voice in typically male-dominated environments

💸 Reducing the need for remedial customer experience investments

🚧 The organisational silos that exist and the role we play as CX professionals in “smoothing” these

💡 Her 4 universal tips for engaging stakeholders and securing “win-win-wins”

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Does the othering of women and minorities contribute to imposter syndrome? 🤔

Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport, CX Senior Transformation Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves. 📣

Focusing on imposter syndrome throughout Women’s History Month and beyond, we aim to draw attention to this very real issue, foreground the very real consequences, and by doing so, inspire those who have the power to effect change to join the movement. 🤝

To learn more about our mission and become a member today, visit www.womenincx.community/membership.

In episode #508 of the Inspiring Women in CX podcast, Clare Muscutt talks to Kristin Haynes, the CEO of Senyah Projects, about…

 

🤝 Her experience with Capability Co and their work on the shift from job titles to innate human capabilities

📃 How the Human Capability Standards are ensuring the workforce of tomorrow is focused on skills such as innovation, creativity, and leadership

🎯 Teaching young people to focus on their core skills to provide direction, rather than feeling pigeonholed by traditional education systems

🗣️ The importance of coaching in leadership and how leaders should embody vulnerability and courage

🔑 The three key levers essential for businesses to succeed and how they can be adapted for the workforce of the future

 

What are the innate human capabilities that make you effective in your role? Let us know in the comments below! ⬇️

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Can women really have it all? 🫣

In episode #002 of the WiCX Talk Trends Podcast, sponsored by CallMiner, join Clare Muscutt as she talks to Jill Donahue, Senior Director of Business Strategy & Analytics about:

👩‍💻 Jill's journey to CallMiner and the importance of diverse experiences in career development.

👨 How allyship, especially male allyship, is crucial for advancing gender equality.

💸 The pay gap and the societal expectations that impact women’s career choices and progression.

⚖️ How the pandemic has exacerbated challenges for women, particularly in balancing work and caregiving responsibilities.

⭐ If the 'trad wives' movement reflects a societal shift in how women choose to define their roles.

👭 How mentorship and sponsorship are essential for women's career advancement.

🔮 The future of gender equality and how it relies on changing the system, not just individual behaviour.

On a mission to ensure women are at the centre of important industry conversations, join Clare Muscutt, and inspiring guests as we debate the hottest topics and explore current trends, helping you to stay ahead of the curve of the latest developments shaping customer, employee and women’s experiences.

Interested in being featured on the podcast? Reach out to us at partnerships@womenincx.community.

Alex Acosta, CX Quantitative Analyst at DICK's Sporting Goods, joins Clare Muscutt on the Inspiring Women in CX podcast to talk not only about her route into CX, having her sight set on consumer insights and her passion for using data to tell stories and influence senior stakeholders, but also a subject much closer to home, overcoming childhood abuse and living with an eating disorder.

 

With Monday the 10th of October recognised as World Mental Health Day, in this episode Alex shares a powerful message, not just for leaders, but for everyone, and that is “to lead with empathy”, create a culture of openness and honesty that enables employees – people – to show up each day as their full selves and to feel safe in sharing their challenges.

 

Because we never know what someone else is going through.

 

So, this week, and every other, be kind.

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Discrimination against women in the workplace is a very real problem in the UK, & according to the most recent statistics, it’s getting worse!

 

🤰 54,000 pregnant women have been made redundant, a figure doubled since 2005

 

👶🏾 The gender pay gap is widening for women returning to work after children at 33% less than men in the 12 years following birth

 

Whilst there are laws protecting women’s employment rights, The Women and Equalities Commitee says “Urgent action” is needed to give pregnant women and new mothers more protection!

 

In this snippet of my interview with Jo van Riemsdijk she shared her experience of experiencing stigma from recruiters about being of ‘child bearing age’, becoming pregnant one week into a new job and going into labour whilst at work!

 

This isn’t the first woman I’ve heard share such a story, or felt the pressure to go back to work immediately or before she is ready, so as not to miss the opportunities of her peers.

 

Jo and I talked about her experience of becoming a working mother, how she started her own recruitment business CX Talent Ltd with her BFF & her top tips for getting hired during these crazy Covid times.

 

Feel free to share your thoughts!

 

(Links in comments below 👇)

 

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Gita Samani, Director of Strategy at Astound Commerce joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss Digital Transformation from a CX point of view and how to avoid the pitfalls of making technology led decisions and evolve your tech stack to enhance customer and employee experience. In this episode Clare and Gita talk about their similarities as women in tech, including experiencing the perils of perfectionism that led them to both recently experiencing burnout. Tune in to hear them discuss:

 

• How Gita got into CX
• The relationship between Business Analysis and CX
• The challenges with digital transformation
• How to stop CX being the outcome of technology choices
• How to make tech drive customer, employee and business value
• The importance of delivering brand through digital touchpoints
• How to avoid technology-led decisions 
• Evolving your tech stack to enhance customer and employee experience 
• Managing burn out 
• The pandemic impact 
• Overwhelm, perfectionism and retesting priorities
• The importance of self care
• The difference between being selfish and setting boundaries
• Gita’s advice for women in CX

To find out more about joining the Women in CX community, visit www.womenincx.community

Agnes So, the Head of Customer Support and Engagement at HotDoc, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, starting in customer service, her lightbulb moment that subsequently sparked her passion for Customer Experience, feeling like a failure when making the difficult decision to deprioritise her art, before realising ‘art’ within CX through storytelling, problem-solving, and inspiring and engaging others, and her drive and determination to make a real impact within the health tech space in Australia.

 

Listen in to the full episode as Agnes talks about…

💡 The lightbulb moment that sparked her passion for CX

🎨 Deprioritising her art practice before realising the art and science of CX

💥 How the pandemic created a shift in patient behaviour and accelerated the adoption of digital

📱 HotDoc’s mission to become the “Uber of Healthcare”, creating a seamless, end-to-end experience for the customer

🙋‍♀️ The future of health tech, empowering patients to take control

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Olga Potaptseva, Founding Director of the European Customer Consultancy, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about how her university studies sparked her interest in customer research, how she came to (somewhat serendipitously!) lead a loyalty development programme at GfK, aligning CX with the business strategy, failing forwards (in life and in CX!), what it means to be a ‘customer-enabled’ organisation and her advice to women in CX about creating the life that you want.

 

Listen in as she talks about…

🔬 How studying Marketing and Economics sparked her interest in Customer Research

🙋‍♀️ Leading a loyalty development programme at GfK, before rolling out a global methodology

📊 Utilising customer data and insights to deliver business results

✨ The importance of self-belief in crafting the career and the life that you want

🤔 What it means to be a ‘customer-enabled’ organisation

📚 Her library of CX ‘micro-actions’ – things we can implement with virtually no budget

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

What if the bottom line in Customer Experience isn’t the customer... it’s still the bottom line?

It may seem counterintuitive, but what if the best way to get a business on board with focussing on customers, isn’t by focussing on them at all?

In the penultimate episode of the series I got to talk to a CX commercial queen Jo Boswell about her approach to getting investment in CX that had CFO’s raving about her— And she didn’t start with talking about fixing customer pain points.

Listen-in to her British Airways career stories from riding Concorde on the ‘Bob Job’ serving as a graduate assistant to legend Bob Ayling, to reclaiming an unintentionally sexist slight in the 90’s and being known as one of the four horsewomen of the apocalypse to her eventual senior roles leading the way to better customer value management through data, insight and technology.

You are in for a treat, my CX friends!

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Jennie Lewis, Strategic Services Lead at Airship, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about navigating the CX tech space as a woman, finding her niche – understanding not only the technology but the customer perspective too – and dealing with dismissal by finding her voice and ‘partnering up’.

 

Key talking points include discussing …

 

🤖 The challenges faced by women in tech

🤝 Driving customer centricity in SaaS companies 

💡 Applying the principles of Design Thinking

🤨 And how to be more customer focused in product-led environments

 

For more information on joining the world’s first online community for women in Customer Experience, head over to womenincx.community

 

#womenintech #womenincx #saas

‘There are no ‘women of colour’ in Africa’

 

This week’s Women in CX Podcast guest, The CX Queen of Nigeria, Debbie Akwara came on the show to share her career story and share the moments that shaped her into the formidable woman she is becoming.

 

Including her shocking recent and first ever experience of being referred to as a ‘woman of colour’ when she dared to challenge the status quo of how the CX community functions in the West.

 

Whilst being well known across her home continent for years, in the last 12 months she broke through to become globally recognised as a thought leader. And earned her place at the table.

 

Yet as a woman from Africa, she was made to feel her voice was deemed as less valuable.

 

More women all over the world are rising up to take their rightful place on global stages, being better enabled by the digital communications and collaboration revolution.

 

I’m proud the women in CX community is here to amplify the voices of women who are ready to be heard. And those who aren’t ready for us, best get set. As women like Debbie, will not be ignored.

 

Tune into the podcast to hear:

- More of Debbie's fascinating backstory

-The African CX perspective

-Technology and CX growing pains

-The similarities with Western CX challenges

-How she started her first CX projects

-The importance of business focus in CX

-Finding the right business metrics to aim for

-The lessons she learned from her mentors

-Finding your confidence -Owning your success

-Dealing with racism as she broke through in the West

-The secret to her unstoppable girl power!

 

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Talking about joining the circus and how creating magical employee experiences and engagement drove guest experience at Cirque du Soleil.

 

“Roll up roll up, ladies and gentlemen the show is about to begin!”🎪

 

Do you remember the thrill of hearing those words?

 

Live entertainment was undoubtedly one of the hardest hit over the last 12 months, but with a vaccine in sight, I for one can’t wait to be entertained and experience the wonderment of big iconic events again.

 

I was thrilled to be joined Carolene Meli as my guest on the Women in CX podcast this week as she spent 10 years living and working on the road, leading teams of employees in cities all around the world to deliver the unforgettable guest experience that is Cirque du Soleil!

 

Tune in to hear us talk about:

🎪 Why Carolene left home & joined the circus

🎪 What it’s like to live and work on the circus road 

🎪 The challenges of delivering temporary live experiences

🎪Overcoming cultural and language barriers

🎪 How to manage employee engagement with temporary staff

🎪 Recruitment, onboarding, training, reward and recognition strategies

🎪 Creating magical guest experiences

🎪 Connecting employees with purpose

🎪 Experiencing your own CX

🎪 Carolene’s top tips 

🎪 Where she is up to now and heading next

We hope you enjoy the show!

 

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Have you ever felt excluded? Been interrupted? Or felt shamed?

 

We have all felt this way at one time or another. But for minorities, this can be a regular occurrence.

 

Thankfully businesses now recognise the value of diversity and inclusion.

 

❌ But inclusion isn't an HR policy, D&I training or a hiring initiative. 

❌ It isn’t flying rainbow flags during PRIDE.

 

✔️ Inclusion is creating a space and culture which enables all employees to feel safe to fully bring themselves to work. 

✔️ To be seen, heard and celebrated for our differences, and valued for who we are.

 

My awesome guest on the podcast this week, Lara Hussblebee, identifies as a Queer Woman in CX and came on the show to share how she is using Design Thinking and Human Centred Design to help companies understand and empathise with minority groups, on her mission to include the excluded.

 

This episode reminds us that the most powerful way to include others is to remember the feeling you experienced, at the moment you felt excluded, and connect with it. 

 

As the most fundamental capability needed to include others is quite simply, Empathy.

 

The biggest barrier to get over is often language. 

 

Not feeling awkward talking and avoiding conversations ‘just incase I say the wrong thing’

 

Lara talked passionately about the positive intent to include others being the most important thing.

 

We all feel awkward when we are more worried about what to say. So let’s lean into that feeling, start the conversation, feel for one another, ask questions and simply listen

 

Tune in to hear us geek out on CX Design, and talk about:

 

🌈 Finding our way into CX

🌈 Design Thinking and Human-Centred Design

🌈 The similarities and difference between design disciplines

🌈 The Future of CX

🌈 Being a proud queer woman in CX

🌈 Usability - serving practical needs

🌈 Empathy - serving emotional needs

🌈 Empathy and Gender

🌈 LGBTQ employee experience

🌈 Rainbow Youth

🌈 Co-creation with minority groups

🌈 Intersectional feminism 

🌈 Including the excluded through HCD

🌈 Using our skills to support charities

🌈 Maxing communities stronger through HCD

🌈 Helping minority groups feel heard, seen and celebrated

🌈 What it means to be a great ally

 

#LGBTQ #inclusion #humancentreddesign #designthinking #queerwomenincx #customerexperience #employeeexperience #diversity #womenincx #femaleentrepreneurs #inspiringwomen #womeninbusiness #womenentrepreneurs #girlboss #howtobeawesomeatcx #womenempowerment #womensupportingwomen #womeninbusiness #womenownedbusiness #girlpower #femaleboss #podcast #womenincxpodcast #womenincxcommunity #claremuscutt

 

Ellie Sutton, the Senior Customer Experience Lead at Waitrose & Partners, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about Anthropology as a route into CX, realising that she had a different way of doing things, knitting together customers and operations, being her own advocate in a male-dominated environment and how she used this to her advantage, the importance of brand as a key differentiator, how digital and retail are no longer distinct business units and how we must harness digital to enhance our propositions.

 

Listen in as Ellie talks about…

🧠 Studying Anthropology – why people think the way that they do – before moving into food retail as a graduate trainee

 🤔 How she approached things differently, listening to customer feedback and “knitting” this together with operations

 🙋‍♀️ Being her own advocate and viewing CX in supermarket retail through a female lens

 🛍️ Post-pandemic shopping habits and the acceleration of digital – using this to enhance propositions

 📈 CX, service and proposition design, cherry-picking experiential elements and integrating these into a mass-market

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

‘Just because you have 50k followers, it doesn’t make you right about everything’

 

With influence comes responsibility, so why do some people choose to abuse it?

 

In the age of social media, ‘influencers’ seemingly have the power to dictate what is right and wrong in their sphere of influence and sometimes even ‘cancel’ people who disagree with their point of view.

 

Debate, intellectual challenge and solid argument are the cornerstones of freedom of expression and without it, we can’t make progress, especially in fields like Customer Experience.

 

The game-changers are those whose original thinking goes against the grain of established concepts to yield a fresh perspective and disrupt the status quo with positive effect. This is where true potential lies.

 

That’s why I was excited to haveI Claire Durrant on the show to talk about her unconventional career journey and lifestyle as a freelance digital nomad, including her story of being cancelled by one such influencer after she was bold enough to call out the misuse of personas in experience design. 

 

Tune into this week’s episode of the Women in CX Podcast to listen-in to Claire’s story, hear about her experience of going freelance, her world travels, our thoughts on the relationship between CX, UX and Service Design and importantly, how she learned to stand up for herself.

 

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“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not.”

 

To what extent are we able to empathise with a person who looks different from ourselves or has a different lived experience from that of our own? 🤔

 

Well, that’s just one of the discussion points raised in the latest episode of the Inspiring Women in CX podcast!

 

In episode #604 of the Inspiring Women in CX podcast, Clare Muscutt talks to Ejieme Eromosele, GM, EMEA at Quiq, about…

 

📰 Taking calculated risks, discovering Customer Success as a career path, and her role in driving digital transformation at The New York Times

 

⛔ Her perfectionism and desire to make her parents proud and the debilitating impact of this

 

🧠 The importance of emotional intelligence and managing your own emotions and activations as a leader

 

🤖 How advances in technology are actually allowing us more time to ‘be human’ and to connect with one another

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Crystal D’Cunha, President & CEO at The INSIDE View Inc., joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her WiCX journey so far, including coming on board as a Founding Member prior to our official launch and being a part of our early co-design phase, her route into CX, always putting her “team members” first, regardless of her role or title, applying DEI best practices, the similarities and difference between EX and CX Design, the importance of the onboarding experience, igniting leaders first to ensure that they’re properly equipped to lead, and the ROI of EX and EX metrics.

 

Listen in to the full episode as Crystal talks about…

💭 Challenging her own self-limiting beliefs on her route to becoming a ‘mompreneur’

🔥 Igniting leaders and exciting employees

🎨 The importance of EX Design from the point of interviewing, onboarding and throughout

🚀 Ensuring, as organisations, that we’re “good enough” to secure top talent

🤝 The similarities, differences and overlaps in EX and CX design principals

📊 The ROI of EX and EX metrics to consider

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

In episode #509 of the Inspiring Women in CX podcast, Clare Muscutt talks to Fiona Blades, the President and Chief Experience Officer at MESH Experience, about…

 

📱 Participation Marketing and the deep impression this leaves on consumers

🎼 Viewing Brand Experience as an orchestrated score of multiple components that construct the brand in someone’s mind

🔤 Utilising text technology to reverse engineer Brand Experience and tailor investment

📊 How the experiences of today impact the metrics of tomorrow

🔮 The future of CX and how it lies in Share of Experience and agile working

 

Do you understand which areas of your brand resonate most with customers? If so, do you tailor your investments to this? Let us know in the comments! ⬇️

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Sarah Sargent, Director of Customer Services at Swan Housing Group, joins Clare Muscutt on the Inspiring Women in CX Podcast to discuss her own CX journey, beginning in hospitality, how she challenged traditional gender roles and paved her own way to success despite societal expectation and resistance, and how she now draws upon this personal strength and past experience in order to action CX initiatives within the housing and not-for-profit sector.

Additionally, Sarah talks about how the Grenfell Tower tragedy sparked change within the social housing sector, the importance of co-creation and community engagement in centralising the voice of the customer, and also how we can harness data and tech as a tools to deliver value for the customer, employee and business.

Tune in to hear them talk about:

👉 Hospitality as a pathway to CX.

👉 The switch from business to customer measures.

👉 Challenging traditional gender roles.

👉 CX in the housing and not-for-profit sector.

👉 How the Grenfell Tower tragedy sparked change.

👉 The importance of co-creation and community engagement groups.

👉 The challenges presented by data (or lack of!).

👉 Breaking down the stigma surrounding social housing.

👉 Harnessing digital to support customers.

👉 Sarah’s advice for women in CX.

 

For more information about how you can join the world's first online community for women in customer experience, visit www.womenincx.community

Amanda Riches talking about CX tech and life lessons, including being a young gay woman in the 90's, succeeding in male dominated industries, and surviving cancer to become the UK’s #1 CX Professional.

‘Life is short and time is precious’

With the CRUK statistics that 1 in 2 people will receive a cancer diagnosis at some point in their lives, almost everybody's life will be or have been touched by it in some way.

My guest this week, Amanda Riches shared her personal story of surviving cancer 3.5 times and that amazingly, she is able to reflect on the positives of such a harrowing experience.

Her appreciation of just how precious our time on earth is, was so inspirational.

Especially how it has become the driving force behind her desire to make people’s lives better through her work in Customer Experience.

Tune in to hear more of Amanda’s story, including:

• The challenges she faced in the 90’s
• Coming out as a young gay woman working in a male dominated industry
• Her thoughts on the future of CX and tech
• Her insight into what lessons she learned along the way
• Her advice for women in CX

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“There’s a point when you finally decide it’s great to love other people but sometimes you have to love yourself just a little bit more and you have to choose yourself”

Some people may say putting yourself first is selfish. But when it comes to living a happy fulfilled life and career, it is essential.

We have probably all been in this position at some time or another, where we have had to choose between ourselves and a relationship that whilst being important to us, is no longer serving our happiness and prosperity.

It could be a romantic, a friend, business partner or even a boss. But staying stuck somewhere we don’t want to be for the sake of another never works out for anyone in the end.

Choosing to leave is often the most difficult decision we ever have to make, so how can we find the strength and courage to do so?

It was an absolute pleasure to have UX Matriarch Gavin James on the show to share her wisdom about how she has developed her values and intuition to support her in making better, more courageous decisions. Whether it be in her personal life, business or customer experience, developing a true north enabled Gavin to achieve remarkable things on her journey so far.

Tune in to find out more about Gavin’s story, growing up as a woman alongside the tech that shaped the world as we know it, her mantra, her views on what makes great CX and the challenges of living in Trump’s America, today.

 

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Gemma Colby, the Head of Customer Experience at YELL UK, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, recognising only in retrospect that she’d been doing it all along, putting theory into practice as she ran a contact centre, her own experiences with great leaders and how these shaped her approach and, in her opinion, the key skills and capabilities necessary to be a successful CX leader driving changes and improvements that impact the business’s bottom line.

 

Listen in as Gemma talks about...

🔮 Being ‘predestined’ to work in CX, realising only in retrospect that she’d been doing it all along

😊 Starting out in operations and wielding her passion for people to make customers feel special

🙅‍♀️ Combatting her Imposter Syndrome and redefining what success “should” look like

🧠 Adopting a growth mindset and how creating a sense of “interconnectedness” is key to being a great (CX) leader

💬 The importance of trusting ourselves and recognising what “drives and drains us”

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

“I wanted to leave to almost grow. I was part of the furniture… I didn’t like the feeling of being that. I wanted to have the confidence to step out of the shadows… and believe more in myself.”

In episode #801 of the Inspiring Women in CX podcast, Clare is joined by Chief Operating Officer Katie Costello for a heartfelt discussion on navigating career transitions, facing redundancy, and turning uncertainty into a powerful opportunity for growth. 💪

Katie shares her personal story of stepping out of her comfort zone after leaving her long-term role at Waitrose. She opens up about the emotional highs and lows of job searching, the importance of self-belief, and how she found clarity by taking things one step at a time.

With practical tips on updating your CV, preparing for interviews, and embracing expert support, Katie offers listeners a roadmap for navigating career changes with patience and self-compassion.

Clare and Katie also explore the power of community and connection - how networking and leaning into professional communities can offer not just practical guidance but also emotional support. Katie’s message is clear: be kind to yourself, seek support, and remember your worth.

This episode is packed with insight, inspiration, and actionable advice for anyone facing change in their career. Don't miss it! 🎧

“All of us are people, and if on a personal level, we don't follow principles or values of health and well-being, it’s very difficult to build a corporate culture of well-being in our companies. So, I believe that personal and organisational are very much related.”

 

In episode #608 of the Inspiring Women in CX podcast, Clare Muscutt talks to Marina Bezuglova, the Executive Director of Healthcare, CEE, at Ipsos, about…

 

📚 How she found her way into the Women in CX community and found help and support in publishing and translating her book

 

⚕️ Her background in Psychology, holding a PhD in Medicine, and how an interdisciplinary approach allows for the formation of new knowledge and innovative solutions

 

🤝 Combining her interest in research, medicine and people working in social and market research at GfK, before becoming a top manager and leading the development of customer experience research and continuous improvement

 

🗯️ Growing from “useful crises” and the importance of being a mindful and empathetic leader, particularly in times of disruption and transformation

 

❌ The relationship between stress and creativity and how if we neglect our most basic needs, we’re unable to negate mental blockers and develop out-of-the-box solutions

 

🗣️ The role that both cognitive and emotional empathy play in decision-making and how storytelling can bring the customer/patient’s reality into focus

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Does culture eat strategy when it comes to customer service transformation? 🤔

Joined by Leonie Williams, Co-Founder of Customer Service Solutions Group, in episode #708, we explore the role of culture in delivering excellent service and experiences. 🤝

Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that “If you get the EX and the CX right, the business results follow.” 📈

But for businesses that don’t have this customer service culture already embedded throughout, is it really possible to drive this mindset shift? 🧠

And if so, how?

Emphasising the importance of the “tone from the top”, focusing on systems and processes to facilitate customer orientation (or whatever you want to call it), and questioning whether actually, culture change is too heavy a burden to bear, listen to the full episode now.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

Are you ready for the rise of the machine customer? 🤖

With Gartner predicting that by 2027, 50% of us will be using AI personal assistants in our daily lives, they could be here much sooner than anticipated!

Joined by Sirte Pihlaja, CEO of Shirute, listen to episode #706 now as we explore what machine customers are, how they’re set to impact the future of CX and EX, and as CX leaders, what we should be thinking about now to ensure we’re equipped for their arrival.

So, with employees and agents set to interface with AI in the near future, is it machine customer experience that we instead need to be designing for? 🤔

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

One of the existential challenges of the human condition is our preoccupation with the future.

We have the unusual capacity to envisage entire narratives. They mostly stay within the confines of our minds as dreams and goals until one day we find ourselves standing in the very moment that always seemed so far away. But the experience is seldom what we imagined it would be.

For women, our dreams often come at a price. We have to make choices and trade-offs between our careers and if we choose to have families, our freedom when it comes to having children. But these decisions are also timebound by our fertility. An inescapable truth that the decision can’t be put off forever.

In Episode #003 of the Inspiring Women in CX Podcast, guest Ines Martinez shares how she imagined her future career, how it turned out differently than she imagined, and how now childfree at 35, her thoughts on what happens next.

In our conversation, we talked about Ines' journey from psychology and academic research, through corporate life in UX and into co-founding a tech company where she often finds herself to be the only woman at the table. And, as a self-confessed girl geek, her insight into the once sci-fi world of robots, droids, and machine learning, with her insight into how human-centered design has the power to create a better future.

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Contrary to popular belief, Customer Experience is not the answer to everything.

Most people in business have worked it out already, but some CX professionals seem blind to the truth.

Is it because many of the traditional frameworks ‘taught’ are out of date and serve to perpetuate the myth? Or, that CX dogma coupled with lack of challenge is leading our profession in ever-decreasing circles of inaction?

Either way, the outcome of failing to treat the right problem can only be more failed projects, frustrated practitioners, and disappointed executives who risk losing faith in CX efficacy, full-stop.

Undoubtedly we have to be far more focussed on the problem space in order to engineer value for customers, employees, and the business. But to date, true CX Design is the least understood and practiced CX competency.

I was interested to talk to fellow  ‘Design Thinking Evangelist’ Michelle Badenhorst because of our shared view on postmodern CX thinking but also because she unusually came from a business analysis background and transitioned into CX. I was curious to understand the level of pragmatism she brought with her from her career in the no-nonsense world of IT.

Listen in to this week’s episode to hear more about Michelle’s career journey through troubled times in South Africa and her thoughts on blending the CX and BA approach to drive action and results.

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“Imposter syndrome normally shows up when you're exposing yourself in a way that you haven't exposed yourself before. And what it's telling you is…'Hey, you're uncomfortable, maybe you need to practice a bit more of this’.” 

 

In episode #803 of the Inspiring Women in CX podcast, Clare is joined by Executive and Leadership Coach Natalia Cerezo Martin for an honest and empowering conversation about imposter syndrome, emotional intelligence, and building confidence as a CX professional. 

 

Natalia shares her inspiring journey, from boldly transitioning from events to the cybersecurity industry - a space far outside her comfort zone - to starting her own business. She discusses cultivating her “Shine File” as a tool to combat self-doubt and celebrate her wins. Natalia opens up about the emotional challenges of stepping into unfamiliar territory, the value of embracing vulnerability, and the power of asking the right questions to fuel personal growth. 

 

Together, Clare and Natalia explore the realities of imposter syndrome and how it can be a powerful catalyst for success—pushing you to grow, learn, and break through limitations. They discuss the importance of psychological safety on fostering success and how community can be a game-changer. Natalia also reflects on how her connection with WiCX gave her the courage to pivot into coaching and entrepreneurship, proving the transformative power of support and shared experiences. 

 

Packed with relatable stories, actionable tips, and a reminder to trust in your own abilities, this episode is a must-listen for anyone ready to navigate challenges with confidence and step into their full potential. 🎧 Don’t miss it! 

Elena Rozanova, the Head of Customer Relations at Rosbank and Women in CX community member, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about escaping the war in Ukraine and the realities experienced by Ukrainian female refugees.

Elena was in Kharkiv when the war started and spent a week living in bomb shelters with a friend and her daughter before beginning the journey to Poland as a refugee herself.

In this episode, she shares her lived experience and calls on other CX specialists to use their skills to aid crisis efforts and help refugees to settle in new countries.

 

Listen in as Elena…

👉 Recounts her own experience fleeing Ukraine under the constant threat of bombardment

👉 Shares the contrasts in humanity she experienced as a refugee

👉 Discusses empathy for others in light of her escape, not as a Customer Experience professional, but as a ‘Human Experience’ professional

👉 Puts forward how CX thinking can help in crisis situations, mitigating fear and uncertainty for those affected

👉 Highlights what we can all do to help, from offering accommodation to removing language barriers

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

What’s Beanboozled got to do with customer experience?

Armed with disposable lab coats and with the warning sign in place, in episode one of our fully reloaded, increasingly audacious new series, Sandra Thompson details all about her “highly sensory” employee experience workshop and how, through a game of bean roulette, she served up a stark reminder to us all about the taste we leave in customers/employees’ mouths.

As well as highlighting the importance of psychological safety and the significant impact that our actions have on others, Sandra shares her thoughts on the current state of CX, her predictions for 2024 and explains why brushing up on our business acumen is key if we’re to influence the agenda.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!

In episode #510 of the Inspiring Women in CX podcast, Clare Muscutt talks to DeAnna Avis, Founder of Starfish CX and Engagement Lead at Watch This Sp_ce, about…

 

💼 Her impressive career trajectory from working at Teledyne e2v and leading the CX transformation at Solus ARC (Aviva) to becoming an independent consult

🤝 Her integrative approach to coaching and how this enables her to view the ‘whole’ person

🙋‍♀️ Her experience as a Mexican American immigrant and how this informs her passion for blending CX and DEI to drive positive change

⚠️ The fundamental issues surrounding identify that need to be addressed and how Customer Experience professionals can pave the way for change

✨ Embracing the concept of being an intrapreneur – creating a vision for yourself, and your future, and stepping into it

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

We had the pleasure of having Founder and Chief Experience Officer of Experience Investigators, Diane Magers on the show to share her incredible years of wisdom with us.

 

I really enjoyed our conversation which included Diane revealing something few people know about her past that had a huge impact on her approach to life.

 

We covered so many topics, including:

 

- Her journey from clinical psychology into Marketing and CX and what she learned along the way.

 

-What it was like to be part of the early CX revolution alongside the Great Matriarchs of WICX. 

 

-Diane's theory on ‘The swimming pool moments’ of life. Hers and how it effected her.

 

- The importance of keep giving back to the CX community.

 

-Diane's views on how CX evolved and where we are heading as a discipline. 

 

-What it was like being the CEO of the CXPA.

 

-Her top pieces of advice for budding CX professionals to build their skills.

 

One of the most poignant moments was when Diane talked about the time she spent as a Clinical Psychologist taking care of people's mental heath at the end of their lives.

 

She got to talk to hundreds of people at this stage  and listened to them talk about what they 'wished' they had done differently.

 

"Nobody ever wished they had spent more time at work" She said. Which serves as a reminder for all of us to get busy with the 'Business of living'

 

We hope you enjoy the show!

 

See ya'll next time!

 

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Melissa Moore, Founder of The Retail Advisor, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about the moment she realised she’d been in CX all along, putting on her “brave pants” and launching her own podcast, ‘The Retail Tea Break’, the disjunct that exists between those in the “ivory tower” and our frontline workers, and how we must engage, empower, and listen to our frontline workers if we wish to ensure long-term success in business.

 

Listen in to the full episode as Melissa talks about…

👣 Her route into CX and realising she’s put the customer at the heart all along

🛒 Starting out on the shop floor and how this ‘operational grounding’ informs her role today

🚧 The disjunct between the ‘ivory tower’ and those working on the frontline (and how the pandemic accentuated the sense of ‘us versus them’)

💥 Experiencing bullying within the workplace and how she channelled this pain into power

🤝 Why we need more “joined-up” thinking to engage and empower our employees long-term

✍️ The importance of focusing upon qualitative and quantitative research, and service KPIs, as opposed to ‘productivity measures’

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

Stine Ringvig Marsal, the Founder & CEO of Experience Management Consult, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about ‘tripping’ into CX (didn’t we all!), her passion for Service Design, how to ‘do’ CX and make it work *without* having an astronomical budget, combatting the ‘fluffy bullsh*t’ to reclaim credibility as an industry and viewing CX as a ‘support function’ as opposed to a religion or culture.

 

Bye-bye CX blabber!

 

Key talking points include…

🧰 How Stine applies her Sociologist’s toolbox to CX

🎢 Her journey to becoming Tivoli Garden’s first-ever Customer Experience Manager

🤝 The importance of ‘fusing’ employee and customer experience in a regulated industry 

💡 How her own life experiences enabled her to ‘step out’ of the mainstream

🙅‍♀️ Why, as practitioners, we must challenge how CX ‘should’ be done 

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

Globally, the average workforce participation of women is 50% compared to 75% of men. With such clear evidence of inequality and lack of parity, we need to be asking, why?

 

The simple fact is women bear the majority of unpaid responsibilites for childcare, get paid less than men for the same work and in some cultures, despite high levels of education, are not afforded the freedom to work due to gender stereotypes.

 

According to McKinsey, disparity is particularly apparent in the Middle East, where women are the lowest work force participants in the world at just 24.6%.

 

I was fascinated to hear from this week’s podcast guest, Gulf CX Professional of the Year, Maya Kalifah, about her views on how female empowerment is the key to shifting male attitudes, and how changes being made by GCC leaders will facilitate a brighter future for women to rise up and take their part in the fourth industrial revolution.

 

Maya is one inspiring woman in CX, so tune in to hear her story of growing up in war-torn Lebanon, witness her incredibly powerful feminism and see how she is using her voice to leverage opportunities for other women, as CX grows at pace in the Gulf Region.

 

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“All complex problems are solvable when you really understand the flow of value to the person being designed for […] it makes the complexity start to fall away quite quickly because you’ve got something to anchor in that is very real.”

 

In episode #609 of the Inspiring Women in CX podcast, Clare Muscutt talks to Christine Hemphill, Founder and Managing Director at Open Inclusion, about…

 

👂 Her experiences working in the mining, shipping, and banking industries and how CX and listening to the customer were woven throughout her career

 

♿ How her own personal experience gave her a real understanding of the breadth of human diversity and disability

 

❌ Founding Open Inclusion and setting out to challenge the dichotomy that experiences can either be delightful or accessible – but not both

 

🔗 The definition of inclusive CX and how different dimensions of our identity profoundly change our experience of disability

 

👣 The exclusion footprint and the importance of being conscious of our own when making business decisions

 

🤔 The limitations of current practices and what CX practitioners can do to make insights more accurate to the breadth of customers’ experiences

 

🧑 Her thoughts on ‘inclusive personas’ and how these are actually in danger of misinforming design

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

It is a fact that the privilege we were born with affects our chances of success. Not just our socio-economic status, but the colour of our skin, our sexual orientation, and gender all have the potential to be benefitting or limiting factors, due to the oppressive systems that govern the world at large.

 

It’s interesting how some people manage to succeed no matter where they start in life, or what knocks them for six on their journey. Whilst others are beaten by the odds. But what is it about the individual that tips the scales?

 

Through my conversation with today’s inspiring Woman in CX, I was able to see clearly that one of the determining factors is the drive of the person, and their ability to use any limiting opinions from others as fuel to propel themselves and others towards betterment.

 

Listen in to the incredible Shameem Smillie and I discussing the feminist intersection between race and gender as she shares her journey to becoming her authentic self.

 

From a tough childhood being raised with an absent father and being one of the only mixed race-kids at her town, to dropping out of school at 15 in order to earn money Shameem didn’t let anyone or anything hold her back from building the life she wanted and a successful career as a woman in tech. Get ready to be inspired!

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Thirza Schaap, the Founder of CX Unraveled, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about taking a leap of faith as she left her role in corporate and co-founded her own CX consultancy, talking with a psychologist about juggling motherhood and work – and what this looked like for her – the 7 factors key to achieving sustainable ‘customer-obsessed’ culture, including identifying those onside, those unlikely to be convinced and those sitting on the fence about Customer Experience and its impact upon an organisation and about the importance of empowering frontline staff through the communication of strategy, training and rewards.

 

Key talking points include…

💪 How Thirza ‘took the plunge’, leaving her corporate role and co-founding CX consultancy, CX Unraveled

⚖️ Discussing “mum-guilt” and what a healthy work-life balance looked like for Thirza

📋 Outlining the 7 factors key to achieving a ‘customer-obsessed’ culture, including the importance of empowering frontline employees and targeting those “in the middle”

🤔 Thirza’s advice on where to start when creating culture change within your own organisation, analysing your current state and identifying areas for improvement.

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

 

Serena Riley, the Vice President of Experience Management at SkySpecs and the Founder and CEO of Joy & Moxie joins Clare Muscutt on the Inspiring Women in CX podcast to talk about starting out in IT – a typically male-dominated environment – her role as the VP of Experience Management within a start-up and navigating the scale-up phase, building her personal brand, Joy & Moxie, her mission to empower women to design for the future that they want, becoming a role model for her young daughter, removing the barriers that she faced for the future generation of female leaders and leaning into your own power by being who you truly are.

 

Listen in as Serena talks about…

💻 Starting out in IT before “maxing out” and needing something to reignite her fire

📞 CX and customer support in a tech start-up and the scaling-up phase

👭 Stumbling upon the Women in CX community on LinkedIn and feeling immediately aligned

🙅‍♀️ Being a “people-pleaser” and beating her perfectionism

💪 Becoming a role model for her daughter and being able to help her to get where she wants to go “quicker and easier”

♀️ The differences in the way that we parent owing to gender and the impact that this has

✨ The importance of being yourself and acknowledging that you have the power to design the future that you want

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

In episode #602 of the Inspiring Women in CX podcast, Clare Muscutt talks to Charlotte Kennett, the Senior Director of Global Customer Experience at SS&C Blue Prism, about…

 

✨ Embracing your uniqueness and using it to your advantage

🤝 The relationship between CX and Marketing

👩‍💼 The importance of authenticity, especially in leadership roles

👨‍👩‍👧‍👦 Federating communities and accelerating the time to value

📊 How metrics indicate that the work being done is tangibly improving revenue

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership.

 

Naima Mwina Mwawasi, the Founder & Managing Director of Content CX Consulting, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her CX journey – from working on the frontline as an Inflight Manager at Emirates to founding her own CX consultancy – experiencing CX within different countries and cultures and how this sparked her desire to raise the bar in Kenya, being ‘derailed’ by love at a young age and dropping out of school before returning to complete not only her undergraduate but her Master’s degree too and dealing with disapproval as she challenged African society’s rigid gender roles.

 

Listen in as Naima talks about…

🛫 Her CX career journey, from working on the frontline at Emirates to founding Content CX Consulting

🗺️ How experiencing CX and service delivery within different countries and cultures sparked her desire to raise the bar in Kenya

💍 Being ‘derailed’ by love, consequently dropping out of school and getting married at 21

🙋 How – from humble beginnings and with her parents as her inspiration – she became a financially independent woman “slaying life” and following her dreams

📈 The current state of CX in Kenya and the impact of sudden economic growth, rising customer expectations and technological advancement

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community 

“To break the cycle of female rivalry, we have to believe there is more than one seat at the table"

 

Female rivalry happens when a woman uses her power to keep another woman down, mistreats her, or competes unfairly.

 

Here are some from my own experience:

🙅🏼‍♀️ Being told by my manager to not share my thoughts and opinions in meetings or with the big boss.

🙅🏼‍♀️ A colleague who took full-credit for my work.

🙅🏼‍♀️ A senior manager took me to a side room to attack me until I was in tears.

🙅🏼‍♀️ Confiding in a peer about about a difficult stakeholder, who then told my boss I was “having trouble building relationships.”

 

It was great to have my latest guest Sharon Boyd on the show, to talk about our more difficult experiences, but even more awesome to talk how the community of women we find ourselves in now, is completely challenging the stereotype.

Tune in to hear us talk about:

💻 The lack of female role models in corporate

💻 Challenging stereotypes of female competition

💻 How amazing the CX community is

💻 Finding a mentor

💻 The importance of male allies

💻 The Internet of Things (IoT)

💻 CX in Facilities Management (FM)

💻 What it was like taking an MBA

💻 The benefits of coaching

💻 Other ways to invest in yourself

 

We love being Women in CX!!

 

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🧁"You are the cupcake, everyone else is just the sprinkles"🧁

 

Launching today’s podcast with a backdrop of uncertainty about the US election, Corona deaths rising again, whole countries returning to lockdown and facing heightened terror threats, I wanted to focus on something lighter.

 

I met the CX pocket rocket, Head of CX and Employee Engagement and Schindler, Founder of DoingCXRight and all round rising CX star, Stacy Sherman, earlier this year and when she told me this piece of advice passed down from her stock trader mom, it was not only delightful, but it really stuck with me.

 

As women we are so often guilty of prioritising others, building our lives around partners and careers that we sometimes lose sight of the fact that WE are the cupcake. 

 

Wherever you are today, whatever is going on around you, put yourself first and ensure you only invite people, jobs, relationships, friends and co-workers into your life who add value to your experience.

 

We can learn a lot from the ‘Stacy’s Moms’ of the world who struck out in pursuit of the lives they wanted to lead. Tune in to hear us talk about more of the lessons we learned from our mothers, Stacy’s metric rise to CX fame and her advice on female leadership now.

 

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Host Clare Muscutt and Guest Rebecca Brown discussing what it means to create a happiness centered career. Covering topics including personal values, beating imposter syndrome, the perils of the gender pay gap, the desire for motherhood, living life on your own terms, the challenges of being a visible woman on social media, and the power of sisterhood.

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LinkedIn https://bit.ly/3a0cDVx

Instagram https://bit.ly/30Aq0bM

Spotify https://spoti.fi/33AIx9F

Podbean https://bit.ly/3h6Cz3T

Show notes  https://bit.ly/2ZBcILF

Twitter https://bit.ly/3fzxLD2