Stay up to date with the latest customer experience thought leadership from our members
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.
Why Better Journeys Depend on Better-Designed Organisations
A journey map can make a broken experience visible. It cannot make the organisation change. That distinction sat at the centre of our second panel at the Women in CX EMEA UnConference 2026 in London.
Journey mapping and management have transformed how organisations understand the people they serve. Yet customers continue to experience delays, repetition and disjointed service even when every function involved is meeting its own targets.
Our conversation therefore moved beyond the design of the journey itself. What must change in the organisation behind it?
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.
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