By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative.
I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It seemed strange to me that in a disproportionately female industry that the rest of the Top 5, were male.
My newly found platform meant women started to reach out to me for help on social media and I found it surprising that they found me inspiring. I helped wherever I could, sharing my personal career story and experience of successes and ‘failures’ on the corporate road to starting my own company.
I saw my mentees getting braver and felt tremendous pride at seeing them go for bigger opportunities, start their own blogs, try their hand at public speaking and some even make the jump to freelance. The theme that repeated over and over again in these conversations was the shared feeling of a lack of self-confidence to stand up and be noticed. And a lack of accessible female spaces with role models who openly share their experience of getting over similar challenges, to look up to.
I found a community of awesome women through Instagram and reached out to them to get the conversation going. We started having ‘real-talk’ conversations on Zoom about our views on CX and experience of being women striving to achieve our goals. I found a collective across the globe who wanted to take part in building something ‘for the girls’ and by sharing our stories, together we found CX sisterhood.
We have a dream to shine a light on more women in CX and inspire more of us to stand up and be noticed.
We believe the CX world would benefit from a space dedicated to women and that a great place to start is to hear more of our stories…
So, to begin with, I have handpicked a selection of the women I got to know, from around the world who have tremendous stories to tell that will be published here.
Over time, I hope to get feedback on where you need more inspiration and introduce guests from other areas of interest such as health and wellbeing, business and social media skills to support the personal and professional development of women in our industry.
Thank you so much for listening. If you’d like to join the sisterhood, please visit www.womenincx.community to subscribe to our list and be the first to get news and updates as we grow.
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By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative.
I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It seemed strange to me that in a disproportionately female industry that the rest of the Top 5, were male.
My newly found platform meant women started to reach out to me for help on social media and I found it surprising that they found me inspiring. I helped wherever I could, sharing my personal career story and experience of successes and ‘failures’ on the corporate road to starting my own company.
I saw my mentees getting braver and felt tremendous pride at seeing them go for bigger opportunities, start their own blogs, try their hand at public speaking and some even make the jump to freelance. The theme that repeated over and over again in these conversations was the shared feeling of a lack of self-confidence to stand up and be noticed. And a lack of accessible female spaces with role models who openly share their experience of getting over similar challenges, to look up to.
I found a community of awesome women through Instagram and reached out to them to get the conversation going. We started having ‘real-talk’ conversations on Zoom about our views on CX and experience of being women striving to achieve our goals. I found a collective across the globe who wanted to take part in building something ‘for the girls’ and by sharing our stories, together we found CX sisterhood.
We have a dream to shine a light on more women in CX and inspire more of us to stand up and be noticed.
We believe the CX world would benefit from a space dedicated to women and that a great place to start is to hear more of our stories…
So, to begin with, I have handpicked a selection of the women I got to know, from around the world who have tremendous stories to tell that will be published here.
Over time, I hope to get feedback on where you need more inspiration and introduce guests from other areas of interest such as health and wellbeing, business and social media skills to support the personal and professional development of women in our industry.
Thank you so much for listening. If you’d like to join the sisterhood, please visit www.womenincx.community to subscribe to our list and be the first to get news and updates as we grow.
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Susanna Baqué, Senior Director, Global Customer Experience and our Culture Award winner!
Shaped by a profoundly personal experience, Susanna shares her inspiring journey, revealing how vulnerability and empathy transformed her workplace – and customer experiences.
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt is joined by Stine Marsal, CEO & Founder of InklusioNordic and Experience Management Consultant, and our Inclusion Award winner! A conversation marked by honesty, passion, and practical insight, this episode demonstrates the power of inclusion in action. Stine’s story is a rallying call for CX leaders everywhere to put inclusion at the heart of their work – not as an afterthought, but as the foundation of truly great customer experiences.
In this powerful episode of Inspiring Women in CX, Clare Muscutt is joined by Kerry Sudale, a leading CX and Contact Centre recruiter and passionate advocate for inclusive, people-first hiring. With the market more competitive than ever, Kerry shares her expert insights on why so many talented CX leaders are currently on the open market—and what it really takes to stand out and secure the right role.
In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos.
Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.
In this intimate and inspiring episode, Clare reconnects with Freya Finnerty—agile product leader, CX professional, queer woman, and proud solo mum to baby Fox.After first working together at Sainsbury’s, the two reconnected when Clare shared her own IVF journey on LinkedIn—opening the door for a conversation that goes far beyond career. Freya opens up about choosing solo motherhood, navigating IVF as a gay woman, and how her background in agile product management unexpectedly prepared her for the emotional complexity and unpredictability of the journey. With warmth, honesty, and reflection, she explores how becoming a parent has reshaped her sense of identity and leadership.
A must-listen for anyone considering IVF, solo parenthood, or simply doing life—and work—on their own terms.
In episode #806 of the Inspiring Women in CX podcast, Clare is joined by Managing Partner Michelle Ansell for a refreshing and honest conversation about the winding road of career progression, the realities of leadership and what it really takes to thrive in a competitive landscape.
In episode #003 of the WiCX Talk Trends podcast, Clare is joined by Anne Dawson, seasoned leader and Sr. Manager, Employee Development & Training at CallMiner, for an insightful conversation on the power of mentorship, sponsorship, and leadership in the workplace.
Clare is joined by CEO and Founder Clare White for an insightful and energising conversation about building human-centred organisations through culture, leadership and employee empowerment. Clare shares her “wiggly” career journey, from a passion project in horse racing to leading large teams and shaping CX at global brands like P&G, Microsoft and Disney.
She offers game-changing insights into creating workplaces where people thrive, highlighting the power of psychological safety, continuous feedback, and truly empowering employees.
Together, both Clare’s—without the ‘I’—unpack the role of leadership in embedding company values and the real cost of neglecting employee wellbeing, particularly the rise of presenteeism. They also explore the often-overlooked link between customer-facing and back-office teams, revealing why CX success depends on the entire organisation working together—not just those on the frontline.
In episode #804 of the Inspiring Women in CX podcast, Clare is joined by CX Consultant Joanna Carr for a candid and insightful discussion on customer experience strategy, the pitfalls of “CX-washing”, and the reality of delivering on brand promises. Clare and Joanna unpack real-world CX failures, from frustrating self-service checkouts to rigid corporate policies that hinder customer satisfaction. They discuss the critical importance of aligning operating models with CX strategy and ensuring that technology is a tool to enhance, not replace human connection.
In episode #803 of the Inspiring Women in CX podcast, Clare is joined by Executive and Leadership Coach Natalia Cerezo Martin for an honest and empowering conversation about imposter syndrome, emotional intelligence, and building confidence as a CX professional. Packed with relatable stories, actionable tips, and a reminder to trust in your own abilities, this episode is a must-listen for anyone ready to navigate challenges with confidence and step into their full potential.
Clare is joined by Founder and CEO Olga Potaptseva for a thought-provoking conversation on aligning customer-centricity with organisational strategy to drive impactful change. Olga shares her expertise on uniting people, processes, and technology under a shared purpose, breaking down silos to empower teams and enhance the customer experience. Together, Clare and Olga delve into the human side of transformation—exploring how empathy can bridge departmental gaps and foster innovation and collaboration.
Clare is joined by Chief Operating Officer Katie Costello for a heartfelt discussion on navigating career transitions, facing redundancy, and turning uncertainty into a powerful opportunity for growth. Katie shares her personal story of stepping out of her comfort zone after leaving her long-term role at Waitrose. With practical tips, Katie offers listeners a roadmap for navigating career changes with patience and self-compassion.
In this episode of the Inspiring Women in CX Talks Trends podcast, Clare Muscutt interviews Jill Donahue, who shares her journey to becoming a leader in the customer experience industry and her role at CallMiner. They discuss the importance of employee resource groups, particularly for women, and the need for male allyship in promoting gender equality. Jill emphasizes the difference between mentorship and sponsorship, highlighting the decline in women’s leadership roles and the impact of the pandemic on women’s careers. The conversation underscores the collective responsibility to advocate for change and support one another in the workplace. In this conversation, Clare Muscutt and Jill Donahue discuss the evolving landscape of women’s leadership, the challenges posed by societal expectations, and the importance of collaboration in driving systemic change. They explore the concept of the ’glass cliff’ that women face after breaking through the glass ceiling, the rise of the ’tradwives’ movement, and the need for women to support each other in leadership roles. The discussion emphasizes the importance of building a more inclusive environment where women can thrive without having to conform to outdated norms.
“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.”
Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers.
Sharing his perspective on the state of CX today, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasising the role of empathy and understanding over technological solutions, listen to the full episode now.
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.
Would you rather?
Clean the bathroom 🧽
Contact customer service 📞
Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, a new series dedicated to bringing you the latest news and insights from female leaders in CX and technology, we delve into the results of RingCentral’s recent study on customer service experiences, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges associated with integrating AI into customer service operations.🔌
With almost one-fifth of respondents saying they would prefer to deal with a vermin infestation in their home than contact customer service, is it up to AI to save the day? 🤔
Want more? Check out the full survey results here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/?BMID=CMRCXINMCM
Continuing our mission to amplify the voices of women in CX and technology, sharing diverse perspectives on the latest trends shaping our industry, we’d love to hear from you! If you’d like to be featured on the podcast, please contact us at partnerships@womenincx.community.
Does culture eat strategy when it comes to customer service transformation? 🤔
Joined by Leonie Williams, Co-Founder of Customer Service Solutions Group, in episode #708, we explore the role of culture in delivering excellent service and experiences. 🤝
Having worked for global hotel chains Hilton and Intercontinental before joining the Institute of Customer Service, Leonie states that “If you get the EX and the CX right, the business results follow.” 📈
But for businesses that don’t have this customer service culture already embedded throughout, is it really possible to drive this mindset shift? 🧠
And if so, how?
Emphasising the importance of the “tone from the top”, focusing on systems and processes to facilitate customer orientation (or whatever you want to call it), and questioning whether actually, culture change is too heavy a burden to bear, listen to the full episode now.
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
Does the othering of women and minorities contribute to imposter syndrome? 🤔
Following our epic International Women’s Day event in London and expanding on the panel discussion that took place, in episode #707, we talk to Ewa Davenport, CX Senior Transformation Director at Kantar about systemic bias, how often there isn’t malice involved, and using our own power to educate others, call out inappropriate behaviours, and stand up for those less privileged than our selves. 📣
Focusing on imposter syndrome throughout Women’s History Month and beyond, we aim to draw attention to this very real issue, foreground the very real consequences, and by doing so, inspire those who have the power to effect change to join the movement. 🤝
To learn more about our mission and become a member today, visit www.womenincx.community/membership.
Are you ready for the rise of the machine customer? 🤖
With Gartner predicting that by 2027, 50% of us will be using AI personal assistants in our daily lives, they could be here much sooner than anticipated!
Joined by Sirte Pihlaja, CEO of Shirute, listen to episode #706 now as we explore what machine customers are, how they’re set to impact the future of CX and EX, and as CX leaders, what we should be thinking about now to ensure we’re equipped for their arrival.
So, with employees and agents set to interface with AI in the near future, is it machine customer experience that we instead need to be designing for? 🤔
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!
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!
TW: Please note, this incredibly courageous episode contains discussions of abuse and childhood trauma, as such, listener discretion is advised.
If empathy isn’t the answer, what is? 🤔
Joined by Andreena Leeanne, a Lived Experience Speaker and the Author of the poetry book ‘Charred’, in episode #704, she and Clare explore the concept of intersectionality and its importance when creating spaces for others to show up as their full, authentic selves, discuss whether it’s truly possible to empathise with someone whose lived experience is different to that of our own and foreground why “not seeing” race, colour, and gender isn’t enough if we’re to create a kinder, more inclusive world for everyone. ❌
To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.
By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative.
I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It seemed strange to me that in a disproportionately female industry that the rest of the Top 5, were male.
My newly found platform meant women started to reach out to me for help on social media and I found it surprising that they found me inspiring. I helped wherever I could, sharing my personal career story and experience of successes and ‘failures’ on the corporate road to starting my own company.
I saw my mentees getting braver and felt tremendous pride at seeing them go for bigger opportunities, start their own blogs, try their hand at public speaking and some even make the jump to freelance. The theme that repeated over and over again in these conversations was the shared feeling of a lack of self-confidence to stand up and be noticed. And a lack of accessible female spaces with role models who openly share their experience of getting over similar challenges, to look up to.
I found a community of awesome women through Instagram and reached out to them to get the conversation going. We started having ‘real-talk’ conversations on Zoom about our views on CX and experience of being women striving to achieve our goals. I found a collective across the globe who wanted to take part in building something ‘for the girls’ and by sharing our stories, together we found CX sisterhood.
We have a dream to shine a light on more women in CX and inspire more of us to stand up and be noticed.
We believe the CX world would benefit from a space dedicated to women and that a great place to start is to hear more of our stories…
So, to begin with, I have handpicked a selection of the women I got to know, from around the world who have tremendous stories to tell that will be published here.
Over time, I hope to get feedback on where you need more inspiration and introduce guests from other areas of interest such as health and wellbeing, business and social media skills to support the personal and professional development of women in our industry.
Thank you so much for listening. If you’d like to join the sisterhood, please visit www.womenincx.community to subscribe to our list and be the first to get news and updates as we grow.
