Stay up to date with the latest customer experience thought leadership from our members
Beyond the Ticket: Reclaiming the Human Heart of Customer Experience
For years, customer experience was seen as too fluffy — heavy on empathy but light on impact. The commercial edge was missing. So, we professionalised, we measured, we operationalised. We proved CX could drive ROI. Because being commercial is no longer the goal — it’s a given.
The real challenge for CX leaders today is delivering both: human connection and commercial impact in equal measure. And as the stories from Women in CX community members show, when you get that balance right, the results are transformative — for customers, teams, and the bottom line.
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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