Inspiring Women In CX

“They have to start acting like leaders before they actually get the title or get the position. They have to take the opportunities. They have to be curious, agile, flexible.” In episode #806 of the Inspiring Women in CX podcast, Clare is joined by Managing Partner Michelle Ansell for a refreshing and honest conversation about the winding road of career progression, the realities of leadership and what it really takes to thrive in a competitive landscape. Michelle shares her story of navigating a non-linear career path–starting out in insurance, moving into recruitment and eventually launching her own business. She credits her success to persistence, mentorship, and seizing opportunities, even when she didn't feel completely ready. Together, Clare and Michelle unpack the myth of the ‘perfect' career path and why so many women feel pressure to follow a linear trajectory. They discuss women's tendency to undervalue their potential and wait until they feel 100% ready before taking the next step.  Drawing on her extensive recruitment experience, Michele dispels common misconceptions about career growth and highlights the importance of visibility. She shares how learning to feel comfortable being seen and heard can open new doors—and why taking ownership of your career means showing up, speaking up, and trusting your instincts.

In episode #003 of the WiCX Talk Trends podcast, Clare is joined by Anne Dawson, seasoned leader and Sr. Manager, Employee Development & Training at CallMiner, for an insightful conversation on the power of mentorship, sponsorship, and leadership in the workplace.  Anne shares her personal journey, from starting in entry-level roles in the telco industry to becoming an advocate for employee development and a champion for women in customer and employee experience. Her story is a powerful reminder of how far determination, passion and the right support can take you.  Clare and Anne explore the differences between mentorship and sponsorship, highlighting how both play an essential role in women's career advancement. They also touch on the significance of allyship in tackling bias and fostering an inclusive leadership culture that uplifts everyone.  Their conversation emphasises how community support and a personal board of directors provide guidance and perspectives beyond the workplace, which help women navigate their careers with confidence and intention. This episode is filled with actionable advice on how to build meaningful mentorships, advocate for yourself and pay it forward by supporting others along the way. If you're looking to make a lasting impact on your career and empower others in their journey, this episode is a must-listen! Tune in now!

“There is actually a growing issue called presenteeism. It's when people are showing up at work, but they're either unwell, or they're burnt out, or they are just not able to do their best work. There was a recent survey which was conducted, it's a government survey. And it's shown that presenteeism…has cost UK businesses 25 billion pounds since 2018.” In episode #805 of the Inspiring Women in CX podcast, Clare is joined by CEO and Founder Clare White for an insightful and energising conversation about building human-centred organisations through culture, leadership and employee empowerment.   Clare shares her “wiggly” career journey, from a passion project in horse racing to leading large teams and shaping CX at global brands like P&G, Microsoft and Disney. A defining moment came when she led a culture transformation at an organisation struggling with poor performance, unhappy clients, and disengaged employees. This experience sparked her passion for culture and employee experience, reinforcing the vital role of a healthy, supportive work environment and ultimately inspiring her to launch her own company to help others do the same.   She offers game-changing insights into creating workplaces where people thrive, highlighting the power of psychological safety, continuous feedback, and truly empowering employees.    Together, both Clare's—without the ‘I'—unpack the role of leadership in embedding company values and the real cost of neglecting employee wellbeing, particularly the rise of presenteeism. They also explore the often-overlooked link between customer-facing and back-office teams, revealing why CX success depends on the entire organisation working together—not just those on the frontline. Tune in now to discover why, if your employees aren't thriving, your customers won't either—and what you can do about it.

“I think my piece of advice would be to take a real honest, hard look at…either yourself or your business. If you are communicating that you want to be a customer-centric company or organisation, then take a real honest hard look at, are we actually that?”   In episode #804 of the Inspiring Women in CX podcast, Clare is joined by CX Consultant Joanna Carr for a candid and insightful discussion on customer experience strategy, the pitfalls of “CX-washing”, and the reality of delivering on brand promises.    Joanna shares her career journey, from beginning behind the tills in Tesco to shaping CX at retail giants including Estee Lauder, Selfridges and Rituals. She also reflects on the community's pivotal role in her transition to CX consulting, proving the power of connection and support.   Clare and Joanna unpack real-world CX failures, from frustrating self-service checkouts to rigid corporate policies that hinder customer satisfaction. They discuss the critical importance of aligning operating models with CX strategy and ensuring that technology is a tool to enhance, not replace human connection.   This conversation serves as a powerful reminder that creating a seamless customer experience isn't by accident—it takes intention, investment, and a genuine commitment to turning brand promises into reality.   The episode wraps up with a compelling call to action: businesses must take an honest, reflective look at their customer-centricity and ensure they don't make promises they can't keep.  

“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.

“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 

“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.

Can women really have it all?

“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.

Would you rather? Clean the bathroom

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

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

Are you ready for the rise of the machine customer?

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

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?

“What do you need Women in CX for?”

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

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!

“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…  

“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…  

“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…  

“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…  

“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…  

“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?

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

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

⚡ 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…

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…  

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…  

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

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…

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…

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…

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…

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

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…  

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…  

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…

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…

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!

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…

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…

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...

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…

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…

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…

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…

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…  

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…  

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 …  

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: