Stay up to date with the latest customer experience thought leadership from our members
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.
‘How Women in CX Rewrote the Event Playbook’ by Alyona Medelyan
In this reflection, Inner Circle member and UnConference attendee Alyona Medelyan, CEO and Founder at Thematic, shares her personal take on what made the UnConference so powerful. She explores what it felt like to sit shoulder-to-shoulder with other women in CX, the collective grappling with organisational silos and AI-driven change, and why trust, collaboration, and human connection ultimately matter more than any tool or framework.
Through her lens, Alyona offers a thoughtful reminder that real progress in CX is shaped as much by relationships and community as it is by strategy – and that sometimes, the most meaningful insights emerge when we create space to simply be together.
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.
‘Breaking Through Barriers: Turning Imposter Syndrome into Your Success Catalyst’, with Natalia Cerezo Martin
Forget everything you think you know about imposter syndrome. In her recent workshop, ‘Breaking through Barriers: Turning Imposter Syndrome into Your Success Catalyst’, Leadership Coach Natalia Cerezo Martin sought to flip the script on this widespread and much-misunderstood phenomenon. In this article, we go through some of the key takeaways.
‘The Experience Operating SystemTM - The Employee View’ by Tamar Cohen
In her response to ‘Experience Rules!’ by Diane Magers and Michael Hinshaw, Women in CX member Tamar Cohen explores how businesses can redefine their narrative, emphasising the link between employee engagement and business success.
Become a member
And unlock more exclusive resources… PLUS! Opportunities to raise your profile as a women in CX & technology.