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Member Spotlight: Marie-Louise Gaughan
From starting out in law to leading global AI strategy and digital transformation in CX, Marie-Louise Gaughan has built a career defined by curiosity, resilience, and human-centred leadership. Across BPO, financial services and insurance, she's held senior CX and digital transformation roles across global organisations, shaping customer strategy at scale while navigating complex international environments.
In this inspiring conversation, she shares her non-linear career journey, the realities of being a woman in CX, and her perspective on AI-driven customer experience — and why inclusive, human-centred transformation is critical to the industry's future.
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