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Discover how Katie Stabler built a thriving CX consultancy through resilience, authentic leadership, and a human-centred approach to customer experience. In this special edition of the Inspiring Women in CX podcast series, celebrating the winners of the Inspiring Women in CX Awards 2025, Katie Stabler joins Clare Muscutt to explore what it really takes to build a successful customer experience consultancy rooted in humanity, resilience, and authentic leadership. Named Solopreneur of the Year 2025, Katie reflects on her journey from unexpected redundancy to running a thriving independent CX consultancy for over five years. Together, Clare and Katie unpack the realities of solopreneurship, navigating personal adversity, and maintaining a human-centred CX philosophy in an increasingly AI-driven world. The conversation also dives into Katie’s book, CXism, which challenges traditional views of customer experience by reframing CX as a cultural belief system rather than simply a business function. Whether you're a CX consultant, leader, founder, or someone navigating the future of customer experience in the age of AI, this episode offers honest insights into resilience, leadership, and building a values-led business.   Key Insights: Building a customer experience consultancy in an AI-driven world requires more human connection – not less. Resilience in business is often about continuing to show up through uncertainty and personal adversity. Human-centred CX creates stronger long-term customer relationships built on trust and empathy. Solopreneurship can feel isolating, but it also creates freedom, adaptability, and authenticity. Visibility, relationships, and reputation can become more powerful than traditional marketing strategies. CXism reframes customer experience as a mindset and cultural philosophy rather than a department or process.   Timestamps: 02:07: Career Inspiration & Human-Centred CX Leadership 05:48: Staying Human in an AI-Driven Customer Experience Industry 10:03: Why Women in CX Technology Matter More Than Ever 12:19: Starting a CX Consultancy During the Pandemic 19:42: Burnout, Grief & Building Resilience as a Solo Entrepreneur 29:19: Writing “CXism” & Growing a Global CX Brand 37:17: Advice for Women Starting a Business in Customer Experience About Katie Stabler: Katie Stabler is an award-winning customer experience consultant, speaker, and author of CXism. As the Inspiring Women in CX Awards 2025 Solopreneur of the Year winner, Katie is passionate about helping organisations create more human-centred customer experiences through culture, empathy, and authentic leadership.   Resources & Links: Explore the Women in CX Community Learn more about the Inspiring Women in CX Awards Discover upcoming Women in CX Events Listen to more Inspiring Women in CX Podcast Episodes

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.

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.

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!

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.

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.

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.

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.

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.

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.

“They have to start acting like leaders before they actually get the title or get the position. They have to take the opportunities. They have to be curious, agile, flexible.” 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. Michelle shares her story of navigating a non-linear career path–starting out in insurance, moving into recruitment and eventually launching her own business. She credits her success to persistence, mentorship, and seizing opportunities, even when she didn’t feel completely ready. Together, Clare and Michelle unpack the myth of the ‘perfect’ career path and why so many women feel pressure to follow a linear trajectory. They discuss women's tendency to undervalue their potential and wait until they feel 100% ready before taking the next step.  Drawing on her extensive recruitment experience, Michele dispels common misconceptions about career growth and highlights the importance of visibility. She shares how learning to feel comfortable being seen and heard can open new doors—and why taking ownership of your career means showing up, speaking up, and trusting your instincts. 🎧 With real talk, practical advice, and empowering insights, this episode is a must-listen for anyone feeling stuck or underestimated in their career. Tune in now!

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.  Anne shares her personal journey, from starting in entry-level roles in the telco industry to becoming an advocate for employee development and a champion for women in customer and employee experience. Her story is a powerful reminder of how far determination, passion and the right support can take you.  Clare and Anne explore the differences between mentorship and sponsorship, highlighting how both play an essential role in women’s career advancement. They also touch on the significance of allyship in tackling bias and fostering an inclusive leadership culture that uplifts everyone.  Their conversation emphasises how community support and a personal board of directors provide guidance and perspectives beyond the workplace, which help women navigate their careers with confidence and intention. This episode is filled with actionable advice on how to build meaningful mentorships, advocate for yourself and pay it forward by supporting others along the way. If you’re looking to make a lasting impact on your career and empower others in their journey, this episode is a must-listen! Tune in now! 🎧

“There is actually a growing issue called presenteeism. It's when people are showing up at work, but they're either unwell, or they're burnt out, or they are just not able to do their best work. There was a recent survey which was conducted, it's a government survey. And it's shown that presenteeism…has cost UK businesses 25 billion pounds since 2018.” In episode #805 of the Inspiring Women in CX podcast, 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. A defining moment came when she led a culture transformation at an organisation struggling with poor performance, unhappy clients, and disengaged employees. This experience sparked her passion for culture and employee experience, reinforcing the vital role of a healthy, supportive work environment and ultimately inspiring her to launch her own company to help others do the same.   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. Tune in now to discover why, if your employees aren’t thriving, your customers won’t either—and what you can do about it.

“I think my piece of advice would be to take a real honest, hard look at…either yourself or your business. If you are communicating that you want to be a customer-centric company or organisation, then take a real honest hard look at, are we actually that?”   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.    Joanna shares her career journey, from beginning behind the tills in Tesco to shaping CX at retail giants including Estee Lauder, Selfridges and Rituals. She also reflects on the community's pivotal role in her transition to CX consulting, proving the power of connection and support.   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.   This conversation serves as a powerful reminder that creating a seamless customer experience isn’t by accident—it takes intention, investment, and a genuine commitment to turning brand promises into reality.   The episode wraps up with a compelling call to action: businesses must take an honest, reflective look at their customer-centricity and ensure they don't make promises they can't keep.   🎧 Tune in for a thought-provoking conversation on building CX strategies that make a real impact and truly deliver for your customers!

“Imposter syndrome normally shows up when you're exposing yourself in a way that you haven't exposed yourself before. And what it's telling you is…'Hey, you're uncomfortable, maybe you need to practice a bit more of this’.”    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.    Natalia shares her inspiring journey, from boldly transitioning from events to the cybersecurity industry - a space far outside her comfort zone - to starting her own business. She discusses cultivating her “Shine File” as a tool to combat self-doubt and celebrate her wins. Natalia opens up about the emotional challenges of stepping into unfamiliar territory, the value of embracing vulnerability, and the power of asking the right questions to fuel personal growth.    Together, Clare and Natalia explore the realities of imposter syndrome and how it can be a powerful catalyst for success—pushing you to grow, learn, and break through limitations. They discuss the importance of psychological safety on fostering success and how community can be a game-changer. Natalia also reflects on how her connection with WiCX gave her the courage to pivot into coaching and entrepreneurship, proving the transformative power of support and shared experiences.    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. 🎧 Don’t miss it!