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AI in Customer Experience: Why Responsible CX by Design Is Becoming a Leadership Decision
There is a particular kind of conversation that emerges when women working in customer experience are given the time and space to speak openly. The discussion quickly moves beyond tools and technology and into the practical realities of delivering experiences inside organisations, including the trade-offs, pressures, and decisions that rarely make it into strategy presentations.
That spirit shaped an International Women’s Day CX Lab hosted in London, where participants from across customer experience, research, design, and technology came together to explore a more grounded question: what responsible AI actually looks like inside real organisations. Rather than focusing on hype, the conversation highlighted that the real challenge is not simply adopting AI, but determining where it belongs within the customer experience and how to introduce it in ways that strengthen rather than undermine customer trust.
AI in Customer Experience: Why Leadership Judgement Now Matters More Than Technology
Inside organisations today, AI isn’t arriving as a tidy strategic roadmap. It’s arriving as a series of decisions landing directly on leaders’ desks. Where should automation sit? What should never be automated? Which vendors should we trust with core operations? And who ultimately carries the consequences if those decisions turn out to be wrong? These are the conversations now taking place inside CX and contact centre leadership teams around the world.
During a recent WiCX Talk Trends discussion hosted by Women in CX in partnership with Genesys, I had the privilege of exploring this reality with three leaders who are navigating these decisions every day inside global organisations. What followed was not a conversation about tools or hype. It became a much more honest discussion about the weight of the decisions CX leaders are now being asked to make.
Beyond the Hype: Why 95% of AI Pilots Fail in CX — and What the 5% Do Differently
At a recent WiCX Talk Trends panel, we brought together CX, design, behavioural science, and AI leaders to confront a difficult reality: despite the momentum around AI, much of it is not translating into meaningful customer experience improvement.
Across organisations, pilots stall. Proofs of concept linger. Technology launches, but experience doesn’t meaningfully change. So during our discussion, we asked a simple but urgent question: Why is so much AI failing to improve customer experience — and what does it take to build the 5% that actually transform it?
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.
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.
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