Stay up to date with the latest customer experience thought leadership from our members
Why So Many Women Struggle to Put Themselves Forward for Recognition
A woman can lead a difficult transformation, change how her organisation understands its customers or create better conditions for employees—and still hesitate when someone suggests nominating her for an award.
Sometimes, she simply does not know how to explain what she contributed without feeling as though she is taking credit away from the team. The problem extends beyond awards. The ability to communicate your contribution affects promotion decisions, professional reputation, speaking invitations and access to new opportunities.
Why Customer Insight Still Fails to Become Action
Organisations know more about their customers than ever before. Yet customers still encounter the same failures year after year, despite the wealth of insight available through data, research, complaints and frontline knowledge.
The real challenge is turning insight into action. Customer problems compete with strategic priorities, budgets, risk obligations and organisational boundaries, making leadership decisions and commitment essential to creating meaningful change.
Why “Just Doing AI” Is Becoming a Liability
This collaborative article explores the growing disconnect between rapid AI adoption and the organisational readiness required to deliver meaningful customer and employee experiences. Drawing on perspectives from contributors across the Women in CX community, it examines how poorly designed automation can amplify operational friction, increase employee fatigue and erode customer trust.
From customer operations and service design to governance, automation and employee experience, the discussion unpacks some of the counter-intuitive realities emerging from the current wave of AI adoption – and why the future of customer experience may depend less on how quickly organisations deploy AI, and more on how intentionally they design around it.
Why WiCX Is Reimagining The Future Of CX Industry Events In The Age Of AI
Something has felt increasingly broken about CX industry events for a while. As organisations face growing pressure to transform, automate and integrate AI responsibly, many events still follow the same predictable formula of presentations, panels and keynotes that rarely reflect the complexity leaders are actually navigating.
That belief is a large part of why Women in CX originally pioneered the UnConference format inside the CX industry. Not as a gimmick or a trend, but as a deliberate rejection of passive learning and performative thought leadership. Increasingly, the most valuable intelligence in the room is not sitting exclusively on the stage. It exists collectively across the lived experiences, operational realities, experiments, tensions and ideas held by the people inside it.
WiCX Predicts: Customer Experience Predictions for 2024
As the curtain draws on 2023, our community members are sharing their predictions on what's to come in the world of customer experience next year. At WiCX, we're all about amplifying the voices of women in CX and technology, showcasing their perspectives and insights. With a diverse range of viewpoints from women and allies all around the world, we're thrilled to present WiCX Predicts 2024.
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