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What Women in CX Wish They Had Known Earlier
When we asked members of the Women in CX Inner Circle what they wished someone had told them earlier about customer experience, very few chose a technical skill.
The lessons below concern what happens after the methods have revealed the problem: how to trace its cause, bring people with you and change the conditions allowing it to persist.
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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