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Inspiring Women In CX

By: Clare Muscutt
  • Summary

  • Hosted by Women in CX Founder and CEO Clare Muscutt, tune in as we share real-talk conversations between women working in Customer Experience and those influencing the CX agenda from the periphery too. No longer rehashing the same old conversations, you can expect provocative discourse, increasingly meaty topics, and of course, plenty of debate as we seek to challenge the CX status quo and unleash the power of women to lead the way ahead – ensuring we don’t lose that human touch!
    Copyright 2022. All rights reserved.
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Episodes
  • 'The Human Experience: Whatever Happened to Emotion and Empathy?', with John Sills
    May 8 2024

    “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.

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    45 mins
  • WiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day?
    Apr 24 2024

    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.

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    41 mins
  • 'Does culture eat strategy when it comes to customer service transformation?' with Leonie Williams
    Apr 10 2024

    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!

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    55 mins

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