The Pivotal Role of Women in Shaping the Future of Customer Experience
Following our second annual Global Gathering Conference, over the next month we’ll be sharing key outputs from the keynotes, WiCX Talks, and discussions that took place, ensuring our vision for a human-centred future spans much further than just our community walls…
Sharing her opening plenary speech, Women in CX Founder and CEO Clare Muscutt foregrounds the purpose of our gathering and highlights the pivotal role of women in shaping a more connected world.
In the rapidly evolving realm of customer experience, 150 passionate individuals gathered recently for the second annual Women in CX ‘Global Gathering’ Conference. The theme? ‘Empowering Connection’.
Each face, whether familiar or new, emanated an unspoken understanding of the potential and power that women bring to this space. But what is it that makes women so crucial to the future of CX?
Clare Muscutt, Women in CX Founder and CEO, shares her opening plenary speech at the Women in CX Global Gathering 2023.
The unique perspectives of women in CX
The world of CX isn't solely about business strategies or the next tech innovation, though those are essential components. At its core, CX is about the human touch. Amid the rising tide of technological advancements and an overwhelming flow of data, it's easy to overlook the human element.
However, women – with their innate ability to grasp the nuances of human connection – remind us of the people behind every data point. People with dreams, fears, emotions, and needs.
The real essence of customer experience doesn’t lie in efficiency or automation, it's centred around genuine connections, deep understanding, and, most importantly, people.
“This isn’t about empowerment alone, but survival and growth within an ecosystem in desperate need of equilibrium – the balanced touch of technology and humanity.”
Challenging the current landscape
With increasing political tensions attempting to reverse the progress we've made in diversity, equity, and inclusion, it's imperative that women stand firm. This isn’t about empowerment alone, but survival and growth within an ecosystem in desperate need of equilibrium – the balanced touch of technology and humanity.
Within their roles in CX, women are not just participants in this narrative, they’re its architects. Their ability to empathise, listen, truly listen, and foster genuine relationships uniquely positions women to ensure that technology, no matter how advanced, remains fundamentally human at its core.
“Women in CX began as a dream […] Today, this dream is a shared reality. A reality that speaks of unity, purpose, and a collective vision for a more connected world.”
The dream turned reality: Women in CX
Founded amidst a global pandemic, Women in CX began as a dream (read our founding story). A dream where women, in all their diversity, would unite to redefine the future trajectory of customer experience. Today, this dream is a shared reality. A reality that speaks of unity, purpose, and a collective vision for a more connected world.
Embracing the future
To all the women in CX, it's essential to understand the influence you wield. As we steer through conferences, discussions, and workshops, it's crucial to not just imbibe but to share insights, foster connections, and remember the collective strength we represent. We are the change-makers, the advocates for a future where businesses don't just 'know' their stakeholders but genuinely connect with them.
This year’s theme, ‘Empowering Connection’, it’s not a slogan, nor is it “corporate wallpaper”; it’s a clarion for the future. A future that is human-centred, empathetic, and driven by a community of women ready to make a difference.
In the interplay between technology and human experience, women stand poised, ready to shape the future of CX. Because when women lead, they don't just create connections, they empower them.
So, what’s next?
Unveiling our future vision for Women in CX at this year’s conference (including a new value!), whilst we’re of course maintaining our brand and mission to amplify the voices of women in customer experience, we’re broadening our scope and becoming something much bigger… The movement for human-centred business.
And with our next iteration comes even more exciting events, thought leadership from women working not just in customer experience but influencing the CX agenda from the periphery with their own innovative approaches, and content and conversations that you won’t find anywhere else.
