Episode 002: Diversity and Inclusion at the Heart of Your CX Initiative with Clare Muscutt and Shameem Smillie

Meet our guests:

Clare Muscutt is the founder of a unique community for women in Customer Experience. Launched on International Women’s Day 2021. WiCX is an online membership community for women united by a common interest in CX. It offers a platform to the women in our community, along with curated events, resources and content to help women overcome their challenges in and out of the workplace.  60 strong founding members from 40 countries, use customer experience to design and deliver the most valuable membership possible and are presently preparing to welcome the 500+ women already on the waitlist. 
Learn more about WICX: https://womenincx.community/

Shameem Smillie is a CX & Contact Centre Leader focused on driving and achieving success for customers and partners. She is passionate about CX and believes that Customer Experience is more important than ever before. She is also a ‘Change Agent & Activist’ as Mitel’s Global Leader of our Mitel Inclusion Council; her mission is to drive and amplify their Diversity / Equity / Inclusion & Belonging strategy plan. Championing Women in Tech initiatives remains a top priority.

Learn more about Mitel: https://www.mitel.com/

Key Takeaways:

[0:42] Clare introduces herself.

[1:11] Shameem shares about herself.

[1:40] Clare shares why diversity and inclusion are so important when it comes to CX.

[2:49] Shameem talks about the importance of diversity and inclusion.

[4:50] Nate shares his experience while hiring new people.

[6:02] Punch #1: Build a team of CX designers that represents the customers desired to serve.

[9:15] Clare shares her personal experience in regards to inclusion and diversity.

[10:41] Nate shares the statistics about the advantages of diversity and inclusion in CX teams.

[11:49] Diversity and inclusion must be intentional.

[12:28] Punch #2: Performative Allyship: What is it and how can we avoid it?

[16:30] Promoting values like growth, innovation and respect, always having the people at the center.

[18:48] Diversity and inclusion are not a problem to be solved, it is an opportunity.

[20:42] Change is difficult but it is the way to grow and achieve a better understanding.

[23:18] Punch #3: How can we design a journey for all as  CX professionals?

[26:45] Think about every customer.

[28:14] Shameem shares her thoughts about creating a journey for all.

[30:06] Shameem talks about the importance of flexibility and choice.

[31:00] Clare shares a few examples.

Mentioned in this Episode:

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