Clare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailing

Ellie Sutton, the Senior Customer Experience Lead at Waitrose
& Partners, joins Clare Muscutt on the Inspiring Women in CX
podcast to talk about Anthropology as a route into CX, realising
that she had a different way of doing things, knitting together
customers and operations, being her own advocate in a
male-dominated environment and how she used this to her
advantage, the importance of brand as a key differentiator, how
digital and retail are no longer distinct business units and how
we must harness digital to enhance our propositions.


 


Listen in as Ellie talks about…


Studying Anthropology – why people think the way that they do –
before moving into food retail as a graduate trainee


  How she approached things differently, listening to
customer feedback and “knitting” this together with operations


  Being her own advocate and viewing CX in supermarket
retail through a female lens


 ️ Post-pandemic shopping habits and the acceleration of
digital – using this to enhance propositions


  CX, service and proposition design, cherry-picking
experiential elements and integrating these into a mass-market


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