Why is CX failing, and as leaders, what can we do about it? 🤔
With some “cheeky” questions for former CEO of the CXPA, Diane Magers, in episode #702, Clare and Diane debate the metrification of CX and how it’s become synonymous with a score, the mindset, skills and capabilities we need as CX leaders to succeed not just today but in the next generation, and how we can create clear business value in the here and now, ensuring, that like marketing and sales, our jobs are safe.
So, rather than a focus on lagging indicators, NPS and certification, how can we be proactive, collaborate, and adapt to the business problem to meet the customers’ needs and demonstrate the financial impact of the experience too? 💲
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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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