Stay up to date with the latest customer experience thought leadership from our members
‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt
The recent ruling by the UK Supreme Court in For Women Scotland Ltd v The Scottish Ministers has sparked significant discussion and debate regarding gender identity, legal definitions, and the practical implications for inclusivity across various sectors, including Customer Experience.
This ruling established that under the Equality Act 2010, the terms "woman" and "sex" refer strictly to biological sex. Consequently, this decision explicitly permits—but crucially, does not mandate—the exclusion of trans women from single-sex spaces such as toilets, changing rooms, and certain women-only services.
There has been much debate around the subject of gender. Some feminist groups have claimed the ruling is a win for women. Parts of the LGBTQ+ community agree. But I personally think a person’s identity shouldn't be up for debate. And, that further oppressing an already marginalised, vulnerable group of people is only a victory for transphobia (and of course, the patriarchy)…
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.
Leading With Inclusion: How Inclusive and Accessible CX Unlocks Full Business Potential, with Stine Ringvig Marsal
Stine Ringvig Marsal is Scandinavia’s leading expert on customer experience. With over 18 years of experience, she has fused traditional CX with a focus on accessibility, demonstrating how inclusive design enhances the experience for all customers. She recently delivered an insightful session on the complexities of inclusion and diversity in customer experience. Stine illustrated how businesses can make small changes to increase accessibility, build trust, and ultimately show how better service design leads to revenue growth and customer loyalty.
Keep reading to see our top takeaways from the session!
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