“P is the positive emotion, but that's short-lived. What we want is that lasting impact. So, we want to be thinking about other elements of well-being that will help our products and services have that lasting, ongoing impact that means people love using them.”
 
In episode #606 of the Inspiring Women in CX podcast, Clare Muscutt talks to Susannah Simmons, The Software Adoption Doctor, about…
 
?‍? Her career journey so far and how her ability to ‘make the complex simple’ enables her to support software companies “to do a better job”
 
? Working on both the customer and supplier side of software adoption and how this experience informs her approach
 
?️ Challenging her introversion by stepping outside of her comfort zone and having to fight for credibility as a woman despite her expertise
 
? The difference between experience and well-being and why it’s important that businesses consider customer, user, and employee well-being when implementing technology
 
? Practical steps that businesses can take to consider user well-being in change management to support ‘commitment, not compliance’ and reduce the threat
 
? How, through considering user well-being, we’re able to think beyond just the transactional level and create products and services that enrich lives
 
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