“P is the positive emotion, but that's short-lived. What we want is that lasting impact. So, we want to be thinking about other elements of well-being that will help our products and services have that lasting, ongoing impact that means people love using them.”
In episode #606 of the Inspiring Women in CX podcast, Clare Muscutt talks to Susannah Simmons, The Software Adoption Doctor, about…
👩💻 Her career journey so far and how her ability to ‘make the complex simple’ enables her to support software companies “to do a better job”
💭 Working on both the customer and supplier side of software adoption and how this experience informs her approach
🗣️ Challenging her introversion by stepping outside of her comfort zone and having to fight for credibility as a woman despite her expertise
🤔 The difference between experience and well-being and why it’s important that businesses consider customer, user, and employee well-being when implementing technology
🤝 Practical steps that businesses can take to consider user well-being in change management to support ‘commitment, not compliance’ and reduce the threat
🚀 How, through considering user well-being, we’re able to think beyond just the transactional level and create products and services that enrich lives
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
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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