Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
Clare Muscutt talks with Ejieme Eromosele about Emotional Intelligence in Leadership.
“I experience the world as a black woman; can a white man fully empathise with that experience? Probably not because they haven't lived in my shoes, but I think that the desire to want to connect with someone and understand their point of view should be the goal […]. If you see another human being in pain, unhappy, or upset, I think at the most fundamental human level, we feel that.”
Clare Muscutt talks with Elena Rozanova about escaping Kharkiv and the realities experienced by Ukrainian female refugees.
“I was thinking ‘I'm in one of the movies about an alien invasion’. I was watching those movies before and, like an empathetic person, I was trying to put myself in their shoes and then I was that person.”
Clare Muscutt talks with Sandra Thompson about the power of Emotional Intelligence & Empathy in CX.
“And all of those things that people perceive when they think that change is happening and they feel fearful, it's a threat, right? It's a threat to their survival. So if you're able to use techniques in emotional intelligence, empathy, positive outlook, adaptability, and all of those great things, then people are more likely to go with you when you want to create the change. So that's one thing which is the relationships within the organisation.“