Clare Muscutt talks with Sarah Sargent about customer experience in housing and non-profit sectors.

Sarah Sargent, Director of Customer Services at Swan Housing
Group, joins Clare Muscutt on the Inspiring Women in CX Podcast
to discuss her own CX journey, beginning in hospitality, how she
challenged traditional gender roles and paved her own way to
success despite societal expectation and resistance, and how she
now draws upon this personal strength and past experience in
order to action CX initiatives within the housing and
not-for-profit sector.


Additionally, Sarah talks about how the Grenfell Tower tragedy
sparked change within the social housing sector, the importance
of co-creation and community engagement in centralising the voice
of the customer, and also how we can harness data and tech as a
tools to deliver value for the customer, employee and business.


Tune in to hear them talk about:


Hospitality as a pathway to CX.


The switch from business to customer measures.


Challenging traditional gender roles.


CX in the housing and not-for-profit sector.


How the Grenfell Tower tragedy sparked change.


The importance of co-creation and community engagement groups.


The challenges presented by data (or lack of!).


Breaking down the stigma surrounding social housing.


Harnessing digital to support customers.


Sarah’s advice for women in CX.


 


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