“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
'The Human Experience: Whatever Happened to Emotion and Empathy?', with John Sills
WiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day?
'Does culture eat strategy when it comes to customer service transformation?' with Leonie Williams
‘Is it really all in our heads?’ Addressing imposter syndrome and workplace bias with Ewa Davenport
‘Are you ready for the rise of the machine customers?’, with Sirte Pihlaja
‘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 Marina Bezuglova about the connection between well-being, CX, and EX
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
Clare Muscutt talks with Samantha Conyers about how AI will impact customer experience management (CEM) practices
Clare Muscutt talks with Charlotte Kennett about leveraging the alignment between Marketing & Customer Experience in B2B
Clare Muscutt talks with Natasha den Dekker about UX research & becoming the role model she never had
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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