Stay up to date with the latest customer experience thought leadership from our members
Responsible CX by Design: What Are We Teaching Our Systems to Optimise For?
In a presentation originally delivered as a closing keynote for Amazon Web Services customers and technology, Founder and CEO Clare Muscutt examined what happens when organisations optimise for internal targets without deliberately designing the outcomes customers need.
As AI gains authority to make decisions and take action, she argued, those choices require much closer scrutiny.
Her central question: what are we teaching our systems to optimise for?
What Women in CX Wish They Had Known Earlier
When we asked members of the Women in CX Inner Circle what they wished someone had told them earlier about customer experience, very few chose a technical skill.
The lessons below concern what happens after the methods have revealed the problem: how to trace its cause, bring people with you and change the conditions allowing it to persist.
‘AI And The Illusion of Productivity’ by Lara Khouri
In customer experience and organisational transformation, AI is often positioned as a straightforward accelerator of productivity. The narrative is compelling: automate tasks, reduce effort and unlock faster outcomes at scale. Yet, as many CX leaders are discovering, the reality of implementation is far more nuanced.
In this insightful piece, Women in CX Inner Circle member, award-winning people-centric leadership strategist, and CX transformation expert Lara Khouri explores the gap between the promise of AI-driven productivity and the lived reality of implementation.
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