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!
Clare Muscutt talks with Fiona Blades about the holistic view of CX, brand and marketing metrics
Clare Muscutt talks with Kristin Haynes about human capabilities & the future of employee experience
Clare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisation
Clare Muscutt talks with Crystal D’Cunha about employee experience design and being a mompreneur
Clare Muscutt talks with Melissa Moore about frontline customer service and dealing with bullying in the workplace
Clare Muscutt talks with Agnes So about CX in health tech and bringing more ‘art’ to customer experience
Clare Muscutt talks with Alex Acosta about data analytics and living with eating disorders
Clare Muscutt talks with Anne Gray about the stigma of infertility and her research in the field of customer-led digital transformation
Clare Muscutt talks with Amélie Beerens about overcoming childhood trauma to become the women we’re destined to be
Clare Muscutt talks with Olga Potaptseva about female entrepreneurship and striking the right balance between CX strategy and implementation
Clare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailing
Clare Muscutt talks with Anna Noakes Schulze about the future of Web3 customer experience and the Metaverse
Clare Muscutt talks with Chelsea Costelloe about Caribbean CX and dispelling customer journey mapping myths
Clare Muscutt talks with Serena Riley about challenging gender bias for the future generation of women leaders
Clare Muscutt talks with Gemma Colby about her transformational career journey and overcoming self doubt
Clare Muscutt talks with Naima Mwawasi about breaking gender stereotypes, divorce and CX in Kenya
Clare Muscutt talks with Thirza Schaap about working motherhood and building sustainable CX culture
Clare Muscutt talks with Elena Rozanova about escaping Kharkiv and the realities experienced by Ukrainian female refugees
Clare Muscutt talks with Stine Ringvig Marsal about squiggly careers and fixing a broken CX industry
Clare Muscutt talks with Hayley Pugh about graduate careers, digital transformation and omnichannel Customer Experience
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