Clare Muscutt talks with Gemma Colby about her transformational career journey and overcoming self doubt

Gemma Colby, the Head of Customer Experience at YELL UK, joins
Clare Muscutt on the Inspiring Women in CX podcast to talk about
her route into CX, recognising only in retrospect that she’d been
doing it all along, putting theory into practice as she ran a
contact centre, her own experiences with great leaders and how
these shaped her approach and, in her opinion, the key skills and
capabilities necessary to be a successful CX leader driving
changes and improvements that impact the business’s bottom line.


 


Listen in as Gemma talks about...


Being ‘predestined’ to work in CX, realising only in retrospect
that she’d been doing it all along


Starting out in operations and wielding her passion for people to
make customers feel special


Combatting her Imposter Syndrome and redefining what success
“should” look like


Adopting a growth mindset and how creating a sense of
“interconnectedness” is key to being a great (CX) leader


The importance of trusting ourselves and recognising what “drives
and drains us”


 


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community for women in Customer Experience, head over to
www.womenincx.community