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 Liz Berks about research methods & getting closer to customers on any budget
Clare Muscutt talks with Airship’s Strategic Services Lead, Jennie Lewis about the challenges faced by Women in Customer Experience Technology
Clare Muscutt talks with Sarah Sargent about customer experience in housing and non-profit sectors.
Episode #304 Clare Muscutt talks with Adi Tobias about carving out her own role, CX in platform-based businesses, and neurodivergence as CX superpower!
Clare Muscutt talks with Gita Samani about CX and Digital Transformation, Perfectionism and Beating Burnout
Clare Muscutt talks with Sarah Curran-Usher MBE about the evolution of retail customer experience.
Clare Muscutt talks about CX Insights & Women in the Workplace with Kantar Insights CEO, Amy Cashman
Clare Muscutt talks human Centred Design, Inclusion and LGBTQ+ Womxn in CX with Lara Husslebee.
Clare Muscutt talks about CX in IoT and FM with Sharon Boyd, CXO at MKL Innovation.
Clare Muscutt talks with Anita Siassios, about Women in Cyber Security & building female communities
Clare Muscutt talks about Employee Experience in CX with Carolene Méli, Ex Cirque du Soleil.
Clare Muscutt talks CX Metrics, Insight and the importance of Women’s Networking with Chloe Woogler.
Clare Muscutt hosts Amanda Riches as she shares her inspiring story, from inside and outside CX.
Clare Muscutt talk with Debbie Akwara about her journey to becoming a CX Queen, in West Africa.
Clare Muscutt talks with Olga Potaptseva about Agile Customer Experience and violence against women.
Clare Muscutt talks with Jeannie Walters about CX , inclusivity, resilience and adaptability.
Clare Muscutt talks with Diane Magers about applying psychology to CX & life’s swimming pool moments
Clare Muscutt talks with Stacy Sherman about our mother’s influence and advice on female leadership.
Clare Muscutt talks with Maya Khalifa about GCC CX & challenging gender-equality in the Middle East.
Clare Muscutt talks with Jo van Riemsdijk about motherhood, CX recruitment and how to get hired!
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