Author: Venesa Musovic

Women in CX: what does it take to build an empowering startup community?

Clare, you have launched the world’s first global online membership community for Women in CX (WiCX community) on International Women’s Day, March 8th, 2021. Soon after, your LinkedIn page reached over 4.5k followers and in one year, your community membership...

Standing out in CX as a woman: a conversation with Gemma Colby

I had the opportunity to first meet Gemma Colby during the webinar hosted by Awards International in December 2021. Together with three other CX leaders, Dejan Markovic, Gabriela Ciupitu, and Laura Tengerdi, Gemma talked about her success as the Head...

The decisions algorithms should never make instead of humans

According to research by the UK non-profit organization ‘Big Brother Watch’, 98% of surveillance cameras matches misidentify innocent people. This research further suggests that black people and women risk being misidentified the most. Let’s be clear, we’re talking about artificial intelligence (AI)...

Employee NPS: recognizing the power of promoters within your company

Employee NPS often gets unnoticed by leaders focused exclusively on driving CX related impacts. However, neglecting employee perspectives on their overall experience might cost businesses in the long run. One of the reasons companies should implement employee NPS as their standard...

Business and organizational anthropology: understanding humans from the inside out

It might come as a surprise that business and organizational anthropology are garnering significant attention in today’s corporate environments. Forrester’s report on ‘The future of CX’ from 2019, named anthropology as a core discipline shaping the path of CX, while...

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

Bringing emotional culture to the workplace: an interview with Jeremy Dean

Psychologist John D. Mayer explains that emotional intelligence is the ability to accurately perceive your own and others’ emotions and to understand the signals the feelings send about relationships. Is this something we should learn to do at work? I...

Customer ethnography: the power of small and big data combined

By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions. As a cultural anthropologist, I believe there’s no...

The future of work: An interview with Jacob Morgan

Over the past year or so, the concepts of leadership awareness, emotional intelligence, and employee mental health became a central topic for EX and HR professionals worldwide. We saw first-hand how COVID-19 and other social events around diversity and inclusion...

Designing a meaningful employee experience: An interview with Belinda Gannaway

Last year, it became crystal clear that companies have to simultaneously invest in CX and EX development. These two internal business processes have to be aligned for long-term sustainability and growth. Belinda Gannaway, Strategy Director at FathomXP, recently spoke with...