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Shaping Responsible CX, Together: Why Women’s History Month Is a Catalyst, Not a Moment
Every March, we celebrate women’s voices for a moment, without changing the conditions they return to the following week. We tell stories about leadership, while leaving systems untouched. We applaud resilience, while quietly normalising the environments that require it. At the same time, women working in customer experience, insight, design, and technology are being asked to shoulder growing responsibility. They’re expected to “do AI”, to move faster, to protect customers and brands — often without clear guardrails, shared accountability, or meaningful authority. The language is optimistic. The reality is far more complex.
That tension sits at the heart of our Manifesto. And it’s why we’re approaching International Women’s Day differently this year.
Why I Believe the Future of CX Must Be Responsible by Design
Customer experience is being asked to carry more responsibility than ever — for growth, retention, trust, efficiency, and brand reputation — while the systems around it are becoming more complex, more automated, and harder to influence. People care deeply about doing this work well. They want to create experiences that work — for customers, for employees, and for the business. But too often, they’re trying to do that inside operating models that were never designed to support good experience in the first place.
That’s why, in 2026, we’ve articulated something we’ve been circling for a long time at Women in CX: Responsible CX by Design.
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