Inspiring Women In CX

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.

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.

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 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 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 #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.

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.

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.

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.

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 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.

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!

“What do you need Women in CX for?” 🤷‍♂️ In episode #703 of the Inspiring Women in CX podcast, we’re not prancing around… Joined by Global CX Specialist, Ian Golding, he and Clare discuss the need for support and collaboration in an industry that often leaves us feeling isolated, foreground the importance of recognising our own privilege, and address the scepticism surrounding the need for women’s communities in 2024. As well as explaining why we can’t wait for the day that Women in CX doesn’t have to exist, Ian shares his thoughts on today’s “highly political and divisive” CX landscape, whether current CX competencies are a rod for our own back, and ponders the question “In its current state, is CX on the road to extinction?”. 🤔 To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today!