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WiCX Predicts: The CX Trends Shaping 2026
Every year, Women in CX brings our global community together to publish WiCX Predicts — our collaborative perspective on the most important shifts shaping the customer experience landscape. But unlike the glossy, vendor-led prediction pieces that flood the industry, ours is grounded in something far more real: the lived experience of women working at the forefront of CX and technology.
In this year’s WiCX Predicts, our Inner Circle members share their perspectives on what 2026 will bring. These aren’t abstract forecasts or marketing soundbites. They’re practitioner-led insights from women designing, managing, challenging, and reinventing customer experience every day.
Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences
Every transformation starts with a single step. Within the Women in CX community, we asked our members:
“What’s one change you’ve championed in customer experience that made a real difference for your customers or colleagues — and what did you learn along the way?”
As always, the community responded with honesty and generosity, sharing stories of persistence, creativity, and impact. From cultural shifts to frontline fixes, their experiences highlight just how many different ways women are moving CX forward. In this collaborative article, we’re delighted to share some of their stories and key takeaways.
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