In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos.

Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.

Together, Clare and Obi explore:

• Why silos are so hard to break—and why they’re still everywhere
• What actually works when it comes to uniting data, teams, and processes
• The common traps that derail CX collaboration
• One powerful change that could help organisations truly deliver joined-up experiences

Obi also reflects on her personal journey, a challenge she’s overcome, and how being part of a community has helped her grow both personally and professionally.

If you’re tired of CX efforts that feel disconnected and want to create real impact, this episode is for you.

In this intimate and inspiring episode, Clare reconnects with Freya Finnerty—agile product leader, CX professional, queer woman, and proud solo mum to baby Fox.

After first working together at Sainsbury’s, the two reconnected when Clare shared her own IVF journey on LinkedIn—opening the door for a conversation that goes far beyond career.

Freya opens up about choosing solo motherhood, navigating IVF as a gay woman, and how her background in agile product management unexpectedly prepared her for the emotional complexity and unpredictability of the journey. With warmth, honesty, and reflection, she explores how becoming a parent has reshaped her sense of identity and leadership.

A must-listen for anyone considering IVF, solo parenthood, or simply doing life—and work—on their own terms.

“They have to start acting like leaders before they actually get the title or get the position. They have to take the opportunities. They have to be curious, agile, flexible.”

In episode #806 of the Inspiring Women in CX podcast, Clare is joined by Managing Partner Michelle Ansell for a refreshing and honest conversation about the winding road of career progression, the realities of leadership and what it really takes to thrive in a competitive landscape.

Michelle shares her story of navigating a non-linear career path–starting out in insurance, moving into recruitment and eventually launching her own business. She credits her success to persistence, mentorship, and seizing opportunities, even when she didn’t feel completely ready.

Together, Clare and Michelle unpack the myth of the ‘perfect’ career path and why so many women feel pressure to follow a linear trajectory. They discuss women's tendency to undervalue their potential and wait until they feel 100% ready before taking the next step.

Drawing on her extensive recruitment experience, Michele dispels common misconceptions about career growth and highlights the importance of visibility. She shares how learning to feel comfortable being seen and heard can open new doors—and why taking ownership of your career means showing up, speaking up, and trusting your instincts.

🎧 With real talk, practical advice, and empowering insights, this episode is a must-listen for anyone feeling stuck or underestimated in their career. Tune in now!