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WiCX Predicts: The CX Trends Shaping 2026
Every year, Women in CX brings our global community together to publish WiCX Predicts — our collaborative perspective on the most important shifts shaping the customer experience landscape. But unlike the glossy, vendor-led prediction pieces that flood the industry, ours is grounded in something far more real: the lived experience of women working at the forefront of CX and technology.
In this year’s WiCX Predicts, our Inner Circle members share their perspectives on what 2026 will bring. These aren’t abstract forecasts or marketing soundbites. They’re practitioner-led insights from women designing, managing, challenging, and reinventing customer experience every day.
Beyond the Hype: Why Women in CX Must Lead the Next Era of Human-Centred AI
If Berlin was where the conversation began — questioning how CX teams could harness AI without losing the human heart of experience — Miami was where the truth surfaced. The hype is everywhere with AI promising instant insights, automation promising frictionless journeys and vendors promising transformation with a single signature.
From keynote stages to boardroom mandates, 2025 has become the year of “Do AI now, figure it out later.” But as our final UnConference panel in Miami made crystal clear. The gap between AI’s promise and AI’s practice is widening fast and CX leaders, especially women, are being left to pick up the consequences.
Beyond the Map: Why Journey Management — Not Orchestration — Is the Next Frontier for the US CX Industry
When we gathered in Berlin earlier this year, our conversation about journey management opened the first door. We explored how static journey maps have become corporate wallpaper — admired, referenced, even celebrated — yet disconnected from the real, messy, dynamic journeys customers actually experience.
Coming to Miami, it was clear the conversation wasn’t finished. If Berlin revealed the aspiration, Miami exposed the reality.
The New Listening Imperative: Why It’s Time for CX to Move Beyond NPS
When we gathered in Berlin for the Women in CX Moving Beyond UnConference in September, our EMEA community raised a clear warning: NPS is no longer enough. Not in a world where customer journeys are nonlinear, experiences are increasingly AI-mediated, and feedback flows from every direction in real time.
When we brought the conversation to Miami for our US edition, the message only amplified. The American perspective added urgency — a sense that organisations may be drowning in data yet still starved of understanding. And behind all the dashboards, pie charts and weekly reports sits the same universal question: How can one number possibly represent loyalty, emotion, complexity or truth?
Beyond the Ticket: Reclaiming the Human Heart of Customer Experience
For years, customer experience was seen as too fluffy — heavy on empathy but light on impact. The commercial edge was missing. So, we professionalised, we measured, we operationalised. We proved CX could drive ROI. Because being commercial is no longer the goal — it’s a given.
The real challenge for CX leaders today is delivering both: human connection and commercial impact in equal measure. And as the stories from Women in CX community members show, when you get that balance right, the results are transformative — for customers, teams, and the bottom line.
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