Stay up to date with the latest customer experience thought leadership from our members
Member Spotlight: Olivia Hogg
From studying psychology and organisational behaviour to becoming a Customer Experience Specialist, Olivia Hogg has built a career rooted in one simple belief: whatever line of work she ended up in, it would involve helping people.
In this inspiring conversation, Olivia reflects on the mentorship that shaped her path into CX, the pressure to conform she's pushed back against throughout her life, and why she believes every challenge is worth building on rather than leaving behind.
Member Spotlight: Marieliesse Gouilliard
From studying Computer Science at the University of Chicago to building her own company, Marieliesse Gouilliard has always had a passion for creating things from scratch.
In this inspiring conversation, Marieliesse reflects on the resilience and self-belief that have shaped her journey, the challenges she has experienced as a woman in engineering and technology, and why staying open to different perspectives is so important to being courageous, authentic and inclusive.
Member Spotlight: Marta Duchai
From a career in tourism to becoming a CX consultant, lecturer, mentor and educator, Marta Duchai has spent more than 20 years helping businesses understand the importance of creating better experiences.
In this inspiring conversation, Marta reflects on what tourism taught her about customer experience, why simplicity is at the heart of her work, and how her children, students and mentees have shaped the woman she is today.
Member Spotlight: Hayley Barlow
From starting her career as a customer service advisor to leading customer experience and operational transformation across some of the world's largest organisations, Hayley Barlow has built a career defined by resilience, determination, and a passion for helping others succeed.
In this inspiring conversation, Hayley reflects on the experiences that shaped her career, the challenges she has faced as a woman in business, and why using your voice, championing others, and paying opportunities forward can make all the difference.
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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