‘Leading with Lived Experience: Women in CX Speak Up, Insights from the WiCX Micro Retreat’ by Stephanie Linville
Women in CX collaborated with the CXPA to host our signature ‘WiCX Micro Retreat’ for 60 amazing women at CX Leaders Advance in Indianapolis on 28 April 2025—and the feedback has been incredible!
WiCX USA Midwest lead, Stephanie Linville shares her insights and key takeaways from our FIRST EVER pop-up at another organiser’s conference!
If you stepped into the WiCX Micro Retreat during the 2025 CX Leaders Advance, you felt the authenticity, the collaboration, and the courage of women, many of whom were strangers before this event, who spoke freely about what real leadership looks like behind our VOC dashboards and customer journey maps. The afternoon’s Open Space session was designed with intention and in the spirit of community: to bring women together for honest, human-centred conversation, sharing stories and insights to inspire a better future for CX.
What Is an Open Space Session—and Why It Matters
An Open Space invites attendees to self-organise around the topics that are most relevant for them in the moment and where they want to see change.
Here’s what makes it powerful, especially for women in CX leadership:
It puts attendees in the driver’s seat. They get to step into conversations where they feel most passionate.
It levels the playing field. Whether they are a seasoned executive or a first-time conference attendee, all lived experiences have equal value in the conversation.
It creates psychological safety. Because the topics are self-selected and the rules are simple—speak if you have something to say, move to another group if you don’t—it fosters genuine dialogue over performance.
It moves at the speed of relevance. The breakout topics reflect what women in CX are grappling with right now, not six months ago when a conference proposal was submitted.
At the WiCX Micro Retreat, this format worked because it met women exactly where they were. What unfolded wasn’t just conversation; it was connection. Here’s what we heard…
The Emotional Labor of CX
Being a CX professional means you are often the bearer of bad news. Lauren Feehrer jokingly described the role as “carrying around a poopy diaper”—funny, yes, but also deeply resonant. And for those in a new CX role and/or building and scaling a new CX program, the emotional toll can be particularly heavy. Whether a CX leader is trying to secure sufficient budget and resources (especially when competing with other organizational initiatives), achieve cross-functional alignment and collaboration, or foster a customer-centric culture, acknowledging the emotional labor of CX is the first step. Overcoming these challenges requires strong leadership, effective communication, and a data-driven approach to demonstrate the value of CX. Creating space to process the challenge of this work collectively? That’s why Women in CX exists.
Underrepresentation in Leadership
Underrepresentation of women at the leadership level isn’t news, but the personal toll of being “the only” in the room is still a shared experience for many. A reference was made to companies achieving success in filling this gap by adopting technology that removes names and pronouns on resumes to reduce unconscious bias. Yet, concerns remain: Will DEI momentum slow in today's climate? Business Resource Groups (BRGs) continue to be powerful vehicles for elevating these concerns by calling on male colleagues to lead with empathy and better understand the “journey of women” who are navigating increasingly complex professional landscapes.
Work-Life Balance
Achieving Work-Life Balance, many agreed, is a myth. What’s more realistic is “Work-Life Integration”—a fluid mix of career and personal life that is “multidimensional,” requiring intention, boundaries, and more support, both at home and at work. For those women who are caring for older and younger family members, this complex integration becomes “multigenerational” as well. Guilt was frequently mentioned, but one powerful insight was, “It’s okay to set boundaries and stay true to your choices.” Life presents many opportunities for “do-overs.” You can always rebalance. As human-centric leaders, modeling this kind of work-life integration isn’t just good for our well-being; it creates healthier, more sustainable teams. “Help your manager manage up” was another supportive phrase that was reiterated, reminding us that leadership is a two-way street built on empathy and communication.
Lack of Mentorship and Sponsorship
The consensus from this discussion: mentorship is good, sponsorship is better. But knowing how to ask and/or what to ask for can feel like a high stakes guessing game. Attendees reflected on the pressure of proving you are “worthy” of sponsorship, and there is discomfort that often comes with asking for help.
The key takeaways? Having a toolkit can better prepare you for these conversations and will make them less intimidating. Take advantage of the characteristics you admire in someone when seeking a mentor. The best mentors? Those who lead with honesty, transparency, and a willingness to share hard-earned lessons.
Networking Barriers
Networking, when done right, shouldn’t feel like a competitive sport. Yet for many women, that’s exactly the challenge. The group shared simple strategies for more connection, like walking your dog and striking up conversations in the neighborhood or being intentional in engaging with others on LinkedIn who hold roles in different business functions to grow your network and your perspective. The theme was clear: ditch the performance, keep the connection.
Gender Bias & Stereotypes
Despite progress around gender bias and stereotypes, it is evident that they still exist, and women are still navigating how to respond when faced with dismissive or disparaging comments in the workplace. Strategies that help establish common ground with male colleagues, rather than conflict, are desired. The unspoken thread? We’re still too often expected to “make it work” in systems that weren’t built with us in mind.
Managing Health in the Workplace
Women are increasingly talking openly about the physical changes our bodies undergo—and how those changes affect our ability to work and lead. It’s progress, but we’re not there yet. From menopause to burnout, there was a shared call for more grace, flexibility, and candid dialogue. One key message: if your workplace is unhealthy, it’s okay to walk away. Prioritizing your well-being is not weakness, it’s wisdom.
Closing Thoughts
For the women at the WiCX Micro Retreat, this was exactly the kind of conversation we’re often missing in leadership spaces.
The Open Space discussions didn’t offer tidy solutions—and that’s the point. They offered something better: a mirror. A reflection of where we are, what we’re facing, and how we can support one another more deeply as we move forward in meeting the demands of CX leadership.
If this retreat was any indication, we’re hungry for more spaces where vulnerability and leadership coexist. Where wisdom is shared, and where women are encouraged not just to show up, but to take up space.
Which is why I couldn’t be more excited for what’s next.
Mark your calendars: this year’s WiCX USA UnConference will be held in Miami on November 18 - 19, 2025, and it promises more bold, brave conversations like these. This is not just a gathering, it’s a movement.
And if the Micro Retreat was the spark, Miami will be the fire.
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