Stay up to date with the latest customer experience thought leadership from our members
Why So Many Women Struggle to Put Themselves Forward for Recognition
A woman can lead a difficult transformation, change how her organisation understands its customers or create better conditions for employees—and still hesitate when someone suggests nominating her for an award.
Sometimes, she simply does not know how to explain what she contributed without feeling as though she is taking credit away from the team. The problem extends beyond awards. The ability to communicate your contribution affects promotion decisions, professional reputation, speaking invitations and access to new opportunities.
Why Customer Insight Still Fails to Become Action
Organisations know more about their customers than ever before. Yet customers still encounter the same failures year after year, despite the wealth of insight available through data, research, complaints and frontline knowledge.
The real challenge is turning insight into action. Customer problems compete with strategic priorities, budgets, risk obligations and organisational boundaries, making leadership decisions and commitment essential to creating meaningful change.
Why WiCX Is Reimagining The Future Of CX Industry Events In The Age Of AI
Something has felt increasingly broken about CX industry events for a while. As organisations face growing pressure to transform, automate and integrate AI responsibly, many events still follow the same predictable formula of presentations, panels and keynotes that rarely reflect the complexity leaders are actually navigating.
That belief is a large part of why Women in CX originally pioneered the UnConference format inside the CX industry. Not as a gimmick or a trend, but as a deliberate rejection of passive learning and performative thought leadership. Increasingly, the most valuable intelligence in the room is not sitting exclusively on the stage. It exists collectively across the lived experiences, operational realities, experiments, tensions and ideas held by the people inside it.
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.
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