Standing Strong: The Fight for Diversity, Equity, and Inclusion in Times of Setback
In recent years, the progress toward creating diverse, equitable, and inclusive spaces has faced significant setbacks, with policies and cultural narratives being reshaped by an increasingly polarised political landscape.
Under the latest Trump administration’s influence, diversity, equity and inclusion is now under threat. From scaling back diversity and inclusion programs in federal agencies to executive orders erasing the identities of trans and non-binary people and policies aimed at limiting workplace DEI training, this era is becoming a stark reminder of how quickly hard-earned progress can be challenged. For women and marginalised groups, this isn’t just policy—it’s personal.
At Women in CX, we know firsthand the transformative power of inclusive spaces. We’ve built a community where women, especially those from underrepresented backgrounds, can feel safe, heard, and empowered. But as political tides shift, and DEI efforts come under scrutiny, it’s time for us to rally, not retreat.
This is about more than preserving progress. It’s about recognising that spaces like ours are vital because they fill a gap that still exists. Women in the workplace still face disproportionate challenges: gender pay disparities, limited access to leadership positions, societal gender expectations and environments where bias—both implicit and explicit—continues to shape experiences and outcomes. For women of colour, LGBTQ+ women, and other marginalised communities, these issues are often compounded.
When diversity programs are dismantled or scaled back under the guise of political rhetoric, it sends a dangerous message—that the fight for equality is somehow “divisive” or unnecessary. But let’s be clear: Diversity, equity and inclusion isn’t just a nice-to-have. It’s foundational to innovation, progress, and justice. Studies repeatedly show that diverse teams outperform homogeneous ones, and inclusive leadership results in better decision-making and higher employee satisfaction. But beyond the statistics, this is about humanity—about ensuring everyone, regardless of their background, has a seat at the table.
Whilst the current regression is particularly dangerous for women and marginalised communities—and its impact on customer experience (CX) cannot be overlooked.
The Impact of DEI Rollbacks on CX
When organisations dismantle DEI programs, the effect ripples far beyond internal teams. Inclusive and equitable practices aren’t just about fairness—they directly impact the way companies interact with and serve their customers. As brands retreat from DEI, they risk alienating diverse customer bases, damaging their reputations, and missing out on the innovation that inclusion fosters.
CX professionals know that the most successful brands don’t just serve their customers—they understand them. Diverse and inclusive workplaces allow teams to reflect the perspectives and needs of a broader customer base, ensuring that products, services, and experiences resonate with people of different backgrounds, abilities, and identities. When DEI is deprioritised, companies lose this connection, leading to tone-deaf communications, limited product innovation, and exclusionary service design.
Consider the recent corporate DEI cutbacks at companies like Amazon, McDonald’s, and Walmart, which have significantly reduced or eliminated diversity roles and programs. These companies are now at risk of undermining the very customer loyalty they’ve built by failing to authentically represent and engage their diverse audiences.
Research from Forrester and McKinsey has consistently shown that organisations with diverse teams are better positioned to deliver exceptional customer experiences because they’re able to anticipate and meet the needs of a wider range of customers. Without DEI, companies risk stagnation and irrelevance.
The Rise of Anti-“Woke” Rhetoric and It’s Danger to CX
The rise of anti-“woke” rhetoric is one of the most troubling trends we’re seeing, as it is being weaponised to discredit and dismantle meaningful DEI work. Opponents claim that DEI creates division, but in reality, it builds the cultural awareness and empathy needed to deliver personalised and inclusive customer experiences. Without it, brands risk becoming out of touch with evolving societal expectations.
The backlash against “wokeness” is already leading to regressive policies. Corporate leaders who lean into this rhetoric face real reputational risk. Customers are increasingly choosing brands based on values, and companies that are seen as discriminatory or exclusionary could lose loyalty, particularly among Gen Z and millennial consumers, who are known for their activism and brand scrutiny.
Why Women in CX is Essential in This Moment
At Women in CX, we understand that inclusive teams don’t just create a better workplace—they create better outcomes for customers. Our community has always been a place where women from all backgrounds can come together to support each other, share ideas, and advocate for meaningful change. In today’s environment, that mission is more critical than ever.
CX is inherently about empathy—understanding and addressing customer needs. But empathy can’t exist in a vacuum. It grows when diverse voices and lived experiences inform decisions. When companies slash their DEI programs, they’re not just limiting internal growth—they’re limiting their ability to connect with and serve their customers.
Our community is a space where women, particularly those from underrepresented backgrounds, can continue to thrive and drive the kind of customer-centric innovation that DEI enables. If corporations won’t prioritise it, we will.
This moment calls for collective action. For those of us at Women in CX, this isn’t the time to retreat or feel defeated. It’s time to double down. If systems are retreating on inclusivity, then communities like ours must become stronger than ever.
We’re asking you to stand with us—not just for Women in CX but for the broader principle that every woman, minority, and marginalised professional deserves to thrive in spaces where they feel included and valued.
Here’s how you can help:
Advocate locally and globally: Speak up in your organisations when you see DEI initiatives being deprioritised.
Support women-led initiatives: Follow or join spaces like Women in CX, Success in Black, Joyfully Different and Open Inclusion, where minorities and allies actively support each other.
Engage in meaningful dialogue: Bring these conversations to your teams, colleagues, and leadership.
Sponsor communities and provide corporate membership for employees: Help us continue to keep these spaces open and accessible for people of all backgrounds.
History has shown us that progress is never linear. But it has also shown us that when communities come together, they can move mountains. What’s happening in the U.S. today may feel like a setback, but together, we can make sure it becomes a turning point.
The work we do at Women in CX is not just about networking or career growth—it’s about fostering an environment where inclusion thrives, even when outside forces threaten to take that away. By supporting us, you’re not just supporting a community—you’re standing for the values of equity, justice, and progress that we can’t afford to lose.
Let’s keep the door open, the conversations flowing, and the future brighter for those who need it most. Together, we can ensure that inclusive spaces remain open—and that they lead us toward a better tomorrow.
Now is not the time to give up. It’s time to rise.
Will you join us?