Stay up to date with the latest customer experience thought leadership from our members
‘AI Voice Agents Are Not a Contact Center Tool – They’re an Operating Model Decision’ by Stacy Dye
As AI rapidly reshapes the CX landscape, many organisations are exploring how voice agents can support their contact center operations. But beyond efficiency gains and automation targets, a bigger strategic question is emerging: how should AI reshape the way customers engage with us in the first place?
In this thought-provoking piece, Stacy Dye, Sr. Director, Success Strategy at CallMiner, challenges us to look beyond AI as a tactical solution. She reframes AI voice agents as an operating model decision – one that can influence when, where, and why customer conversations happen at all.
‘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.
Beyond the Hype: Why Women in CX Must Lead the Next Era of Human-Centred AI
If Berlin was where the conversation began — questioning how CX teams could harness AI without losing the human heart of experience — Miami was where the truth surfaced. The hype is everywhere with AI promising instant insights, automation promising frictionless journeys and vendors promising transformation with a single signature.
From keynote stages to boardroom mandates, 2025 has become the year of “Do AI now, figure it out later.” But as our final UnConference panel in Miami made crystal clear. The gap between AI’s promise and AI’s practice is widening fast and CX leaders, especially women, are being left to pick up the consequences.
Beyond NPS: Reimagining Customer Connection in the Age of AI
Have you ever felt that awkward disconnect after yet another customer satisfaction survey ends up in your inbox, asking the same predictable questions, rarely reflecting the nuance of your real experience?
Many of us know this feeling – both as customers and as passionate professionals dedicated to building genuinely meaningful connections. What if we could break free from stale feedback loops and redefine the way we listen, understand, and respond to customers?
Panel Debate: ‘Women at the Helm: Navigating the Future of CX and Technology’
Our panel debate ‘Women at the Helm: Navigating the Future of CX and Technology’ sparked a lively discussion between our four guests, bringing their perspectives on our future in the face of rapidly advancing technology, from the frontlines of CX leadership. Featuring Alexandra Acosta, Katie Costello, Lina Yahya, and Shameem Smillie — questions submitted by conference attendees revolved around the challenges and opportunities of our technological future, with AI obviously being a major talking point.
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