Stay up to date with the latest customer experience thought leadership from our members
Member Spotlight: Hayley Barlow
From starting her career as a customer service advisor to leading customer experience and operational transformation across some of the world's largest organisations, Hayley Barlow has built a career defined by resilience, determination, and a passion for helping others succeed.
In this inspiring conversation, Hayley reflects on the experiences that shaped her career, the challenges she has faced as a woman in business, and why using your voice, championing others, and paying opportunities forward can make all the difference.
‘From Insight to Impact: How Technology Enables (or Blocks) Responsible CX by Design’ by Leonora Gouveia
Technology is shaping the future of customer experience at an unprecedented pace. From AI-powered decision-making to real-time personalisation, organisations have more opportunities than ever to create meaningful, connected experiences.
In this insightful article, Women in CX Inner Circle member and Senior Business Solutions Manager at SAS, Leonora Gouveia, explores the role technology plays in enabling, or blocking, responsible CX by design.
Member Spotlight: Marie-Louise Gaughan
From starting out in law to leading global AI strategy and digital transformation in CX, Marie-Louise Gaughan has built a career defined by curiosity, resilience, and human-centred leadership. Across BPO, financial services and insurance, she's held senior CX and digital transformation roles across global organisations, shaping customer strategy at scale while navigating complex international environments.
In this inspiring conversation, she shares her non-linear career journey, the realities of being a woman in CX, and her perspective on AI-driven customer experience — and why inclusive, human-centred transformation is critical to the industry's future.
‘AI And The Illusion of Productivity’ by Lara Khouri
In customer experience and organisational transformation, AI is often positioned as a straightforward accelerator of productivity. The narrative is compelling: automate tasks, reduce effort and unlock faster outcomes at scale. Yet, as many CX leaders are discovering, the reality of implementation is far more nuanced.
In this insightful piece, Women in CX Inner Circle member, award-winning people-centric leadership strategist, and CX transformation expert Lara Khouri explores the gap between the promise of AI-driven productivity and the lived reality of implementation.
Why “Just Doing AI” Is Becoming a Liability
This collaborative article explores the growing disconnect between rapid AI adoption and the organisational readiness required to deliver meaningful customer and employee experiences. Drawing on perspectives from contributors across the Women in CX community, it examines how poorly designed automation can amplify operational friction, increase employee fatigue and erode customer trust.
From customer operations and service design to governance, automation and employee experience, the discussion unpacks some of the counter-intuitive realities emerging from the current wave of AI adoption – and why the future of customer experience may depend less on how quickly organisations deploy AI, and more on how intentionally they design around it.
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