Inspiring Women In CX

Clare Muscutt
  • 5.0 (7)
  • MANAGEMENT
  • EVERY TWO MONTHS

Hosted by Women in CX Founder and CEO Clare Muscutt, tune in as we share real-talk conversations between women working in Customer Experience and those influencing the CX agenda from the periphery too. No longer rehashing the same old conversations, you can expect provocative discourse, increasingly meaty topics, and of course, plenty of debate as we seek to challenge the CX status quo and unleash the power of women to lead the way ahead – ensuring we don’t lose that human touch!

  1. Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them

    23 APR

    Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them

    In this episode of WiCX Talk Trends, Clare Muscutt is joined by Sierra Modro, Sr. Director of Software Engineering at ujet.cx.  As one of the few women building the technology that so many CX teams rely on every day, Sierra offers a unique lens on one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken? And why who builds the technology matters just as much as the technology itself. Many organisations are racing to implement AI, but few are addressing the fragmented systems, siloed data and agent-experience challenges that limit its potential impact.  With extensive experience across Intel, AWS, Wacom and several EdTech companies, Sierra shares how her career has been shaped by one core question: what happens at the moment a human touches technology – and what does it cost when that experience breaks? Clare and Sierra unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value.  A must-listen for CX and technology leaders navigating AI transformation and looking to build smarter, more effective customer experiences.

    50 min
  2. CX Tech, Personalisation, and Business Impact: Inside Judy Bloch’s Award-Winning Approach

    19 MAR

    CX Tech, Personalisation, and Business Impact: Inside Judy Bloch’s Award-Winning Approach

    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 Judy Bloch,  VP, Industry Executive Advisor and our Women in CX Tech Award Winner. In this insightful conversation, Judy shares how her background in industrial engineering shaped her structured, results-driven approach to customer experience. From early process improvement work to becoming a global CX advisor, Judy reveals how she connects CX initiatives directly to commercial outcomes – helping organisations prove the value of experience-led transformation. She also reflects on the power of influence, storytelling, and executive presence in driving change, particularly for women leading in technology-driven environments. Together, Clare and Judy explore: Connecting CX investments to measurable business value in regulated industries. Why modern CX leadership requires balancing innovation with empathy. The evolution of personalisation – from basic segmentation to real-time, individualised experiences at scale. The growing role of AI in enabling proactive, human-centred experiences. The importance of thinking like a business leader, not just a CX leader. This episode celebrates Judy’s pragmatic and commercially savvy approach to CX. Packed with practical wisdom and inspiration, it’s a must-listen for anyone who wants to strengthen their strategic influence, demonstrate impact, and shape the future of experience in their organisations.

    23 min
  3. Innovation in Action: How Shannon Knowlton Built an Award-Winning GenAI VoC Copilot

    5 FEB

    Innovation in Action: How Shannon Knowlton Built an Award-Winning GenAI VoC Copilot

    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 Shannon Knowlton, Voice of the Customer Manager and this year’s Innovation Award winner.   In this uplifting conversation, Shannon opens up about her journey of overcoming imposter syndrome, owning her accomplishments, and leading meaningful customer experience innovation in a traditionally risk-averse sector.   She reveals the innovation that earned her this year’s award: a bespoke GenAI Copilot agent she built from the ground up to revolutionise VOC workflows, enhance the depth and reliability of customer insights, and strengthen strategic collaboration.   Together, Clare and Shannon explore: Stepping outside of your comfort zone to overcome imposter syndrome and accelerate your career. The core capabilities of modern leadership – from empathy and curiosity to collaboration and impactful storytelling. Practical, human-centred ways to use AI in customer experience while keeping people firmly in the loop. Sparking innovation in risk-averse industries by focusing on the problem before introducing technology. How CX professionals can stay future-ready through networking, mentorship, and continuous learning This episode is a celebration of Shannon’s refreshingly practical and deeply human approach to CX, offering listeners the confidence to lead innovation in their own organisations. A must-listen for anyone wanting to grow, innovate, and make a real difference!

    21 min
  4. Preparing Our Organisations to be an AI-Enabled Workforce with Jennifer Buffaloe

    15 JAN

    Preparing Our Organisations to be an AI-Enabled Workforce with Jennifer Buffaloe

    In this episode of WiCX Talks Trends, Clare Muscutt speaks with Jennifer Buffaloe, Senior Director of Customer Success at CallMiner, about what it really means to prepare our organisations for an AI-enabled future of work. While most companies are focused on building AI capability, few are actually preparing their people for the change — and this conversation flips the script. Clare and Jen discuss the skills, culture, leadership behaviours and practical steps required to help teams work confidently with AI — and how to build trust, readiness and adoption in a way that empowers people rather than replaces them. A must listen for CX leaders who want to future-proof their teams, beyond hype and beyond fear.

    34 min
  5. Leading with Empathy: Susanna Baqué on Building Thriving CX Culture

    06/11/2025

    Leading with Empathy: Susanna Baqué on Building Thriving CX Culture

    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.  Clare and Susanna explore: Leading with empathy and inclusion to drive meaningful connections with employees and customers The courage of vulnerability in leadership and how it sparks transformative cultural change Practical strategies for building psychological safety and fostering thriving teams The power of authentic, people-first leadership in shaping extraordinary workplaces Lessons on collaboration, belonging, and lifting others as you rise This episode celebrates Susanna’s remarkable leadership and the thriving CX culture she’s built. Packed with real-world insights, it’s an inspiring listen for anyone looking to create genuinely human-centred workplaces.

    29 min
  6. Inclusive by Design: Creating Better CX Outcomes for Everyone with Stine Marsal

    09/10/2025

    Inclusive by Design: Creating Better CX Outcomes for Everyone with Stine Marsal

    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!  With unwavering commitment and fierce passion, Stine has devoted her career to breaking down barriers for marginalised people in customer and employee experience. Drawing on her own lived experience and the voices of those too often overlooked, she is a true advocate for designing inclusive journeys that work for everyone. In this powerful episode, Clare and Stine explore: The personal motivation behind Stine’s fight for inclusion and why representation matters How designing for the edges creates smoother, more accessible experiences for all The commercial power of inclusion — and why accessibility is as profitable as it is ethical Tackling cognitive overload and removing the “burden of explanation” from marginalised customers Standing firm in the face of global DEI backlash and why resilience is key 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.

    37 min
  7. Landing Your Dream CX Role—Even in a Tough Market with Kerry Sudale

    11/09/2025

    Landing Your Dream CX Role—Even in a Tough Market with Kerry Sudale

    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. Together, Clare and Kerry explore: The real reasons behind the CX job market squeeze The most common mistakes job seekers make (and how to avoid them) How to build a personal narrative that balances confidence with authenticity Practical strategies for resilience, self-promotion, and staying visible during a tough search Kerry also opens up about her own journey, the challenges she’s overcome, and the role that community has played in shaping her career and mission. Whether you're actively job hunting, navigating uncertainty, or thinking about your next move, this episode is packed with real talk, actionable advice, and inspiration for women in CX at every stage of their career.

    53 min
  8. Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos

    14/08/2025

    Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos

    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. Together, Clare and Obi explore: Why silos are so hard to break—and why they’re still everywhere What actually works when it comes to uniting data, teams, and processes The common traps that derail CX collaboration One powerful change that could help organisations truly deliver joined-up experiences Obi also reflects on her personal journey, a challenge she’s overcome, and how being part of a community has helped her grow both personally and professionally. If you’re tired of CX efforts that feel disconnected and want to create real impact, this episode is for you.

    33 min
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Ratings & Reviews

5
out of 5
7 Ratings

About

Hosted by Women in CX Founder and CEO Clare Muscutt, tune in as we share real-talk conversations between women working in Customer Experience and those influencing the CX agenda from the periphery too. No longer rehashing the same old conversations, you can expect provocative discourse, increasingly meaty topics, and of course, plenty of debate as we seek to challenge the CX status quo and unleash the power of women to lead the way ahead – ensuring we don’t lose that human touch!

Information

  • Creator
    Clare Muscutt
  • Years Active
    2020 - 2026
  • Episodes
    92
  • Rating
    Clean
  • Copyright
    © Copyright 2022. All rights reserved.
  • Show Website
    Inspiring Women In CX