Stay up to date with the latest customer experience thought leadership from our members
‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan
Picture this: Your brand takes a stand, then backs away when the wind changes. Who’s really paying attention?
In 2025, the answer is: everyone.
Inclusion isn’t just a marketing buzzword. When brands go silent on their values, customers notice and take their business elsewhere.
And rebuilding brand trust after a misstep can take years—if it happens at all.
‘Leading with Lived Experience: Women in CX Speak Up, Insights from the WiCX Micro Retreat’ by Stephanie Linville
If you stepped into the WiCX Micro Retreat during the 2025 CX Leaders Advance, you felt the authenticity, the collaboration, and the courage of women, many of whom were strangers before this event, who spoke freely about what real leadership looks like behind our VOC dashboards and customer journey maps. The afternoon’s Open Space session was designed with intention and in the spirit of community: to bring women together for honest, human-centered conversation, sharing stories and insights to inspire a better future for CX….
‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt
The recent ruling by the UK Supreme Court in For Women Scotland Ltd v The Scottish Ministers has sparked significant discussion and debate regarding gender identity, legal definitions, and the practical implications for inclusivity across various sectors, including Customer Experience.
This ruling established that under the Equality Act 2010, the terms "woman" and "sex" refer strictly to biological sex. Consequently, this decision explicitly permits—but crucially, does not mandate—the exclusion of trans women from single-sex spaces such as toilets, changing rooms, and certain women-only services.
There has been much debate around the subject of gender. Some feminist groups have claimed the ruling is a win for women. Parts of the LGBTQ+ community agree. But I personally think a person’s identity shouldn't be up for debate. And, that further oppressing an already marginalised, vulnerable group of people is only a victory for transphobia (and of course, the patriarchy)…
Meet the Judges: Inspiring Women in CX Awards 2025
The Inspiring Women in CX Awards spotlight exceptional women making a difference in CX and tech. To ensure we honour the very best, we’ve brought together a panel of incredible judges from across industries.
Do You Rely on Traditional Surveys for Customer Feedback? Here’s Why It’s Time to Evolve
Why are businesses still so dependent on surveys alone? And what’s stopping them from moving beyond traditional feedback methods?
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