Stay up to date with the latest customer experience thought leadership from our members
Shaping Responsible CX, Together: Why Women’s History Month Is a Catalyst, Not a Moment
Every March, we celebrate women’s voices for a moment, without changing the conditions they return to the following week. We tell stories about leadership, while leaving systems untouched. We applaud resilience, while quietly normalising the environments that require it. At the same time, women working in customer experience, insight, design, and technology are being asked to shoulder growing responsibility. They’re expected to “do AI”, to move faster, to protect customers and brands — often without clear guardrails, shared accountability, or meaningful authority. The language is optimistic. The reality is far more complex.
That tension sits at the heart of our Manifesto. And it’s why we’re approaching International Women’s Day differently this year.
‘How Women in CX Rewrote the Event Playbook’ by Alyona Medelyan
In this reflection, Inner Circle member and UnConference attendee Alyona Medelyan, CEO and Founder at Thematic, shares her personal take on what made the UnConference so powerful. She explores what it felt like to sit shoulder-to-shoulder with other women in CX, the collective grappling with organisational silos and AI-driven change, and why trust, collaboration, and human connection ultimately matter more than any tool or framework.
Through her lens, Alyona offers a thoughtful reminder that real progress in CX is shaped as much by relationships and community as it is by strategy – and that sometimes, the most meaningful insights emerge when we create space to simply be together.
Why I Believe the Future of CX Must Be Responsible by Design
Customer experience is being asked to carry more responsibility than ever — for growth, retention, trust, efficiency, and brand reputation — while the systems around it are becoming more complex, more automated, and harder to influence. People care deeply about doing this work well. They want to create experiences that work — for customers, for employees, and for the business. But too often, they’re trying to do that inside operating models that were never designed to support good experience in the first place.
That’s why, in 2026, we’ve articulated something we’ve been circling for a long time at Women in CX: Responsible CX by Design.
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.
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