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.