Moving From CX-Washing to Real Transformation: Honest, Customer-Centric Experiences, with Joanna Carr

“I think my piece of advice would be to take a real honest, hard
look at…either yourself or your business. If you are
communicating that you want to be a customer-centric company or
organisation, then take a real honest hard look at, are we
actually that?”


 


In episode #804 of the Inspiring Women in CX podcast, Clare is
joined by CX Consultant Joanna Carr for a candid and insightful
discussion on customer experience strategy, the pitfalls of
“CX-washing”, and the reality of delivering on brand
promises. 


 


Joanna shares her career journey, from beginning behind the tills
in Tesco to shaping CX at retail giants including Estee Lauder,
Selfridges and Rituals. She also reflects on the community's
pivotal role in her transition to CX consulting, proving the
power of connection and support.


 


Clare and Joanna unpack real-world CX failures, from frustrating
self-service checkouts to rigid corporate policies that hinder
customer satisfaction. They discuss the critical importance of
aligning operating models with CX strategy and ensuring that
technology is a tool to enhance, not replace human connection.


 


This conversation serves as a powerful reminder that creating a
seamless customer experience isn’t by accident—it takes
intention, investment, and a genuine commitment to turning brand
promises into reality.


 


The episode wraps up with a compelling call to action: businesses
must take an honest, reflective look at their customer-centricity
and ensure they don't make promises they can't keep.


 


Tune in for a thought-provoking conversation on building CX
strategies that make a real impact and truly deliver for your
customers!