“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
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‘Could CX frameworks be killing innovation?’, with Maria McCann
‘If empathy isn’t the answer, what is?’, with Andreena Leeanne
‘Does the customer experience community really need Women in CX?’, with Ian Golding
‘Why CX is failing and what we need to do about it’, with Diane Magers
‘Does your CX/EX leave a bad taste in people’s mouths?’, with Sandra Thompson
Clare Muscutt talks with Christine Hemphill about the benefits of inclusive research and design
Clare Muscutt talks with Sonia Etxebarria about the importance of understanding users in experience design
Clare Muscutt talks with Susannah Simmons about removing barriers to adoption through user wellbeing
Clare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics
Clare talks with Ejieme Eromosele about perfectionism and leading with emotional intelligence
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Clare Muscutt talks with Charlotte Kennett about leveraging the alignment between Marketing & Customer Experience in B2B
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Clare Muscutt talks with DeAnna Avis about pivoting from CX to diversity and inclusion and the role that our personal stories play in driving our work
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