Stay up to date with the latest customer experience thought leadership from our members
The Brutal and Honest Truth About the Future of the CX Profession, with Ian Golding
The rate of change in our world is increasing. With leaders under pressure to eliminate human beings from the process with automation and AI, CX is about to become more critical than ever, in the noble and historic fight to push the world of business back towards trust and connection. This was very much the tone of Ian Golding’s presentation to the Women in CX 2023 Conference. The challenge we face is great — but the opportunity we have to make a truly positive impact is greater.
‘Could CX Frameworks be Killing Innovation?’, with Maria McCann
Maria McCann, Co-Founder of Neos Wave, presented to the Women in CX community — drilling down into the dated, clunky frameworks draining our industry of its human-centred potential. Inviting attendees to take an honest look at the rigid thinking and nonsensical processes blocking CX from true innovation, Maria also provided her own inspiring perspective on how we can rebuild our methods into something so much better.
The Pivotal Role of Women in Shaping the Future of Customer Experience
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.
The Human Experience: Busting the Myths That Exist in CX Lore, with John Sills
John Sills joined the Women in CX Conference as the first external speaker of the day, taking to the stage after an introductory speech by our founder Clare Muscutt. Author of The Human Experience, and a curator of hilarious CX fails on social media — John busted some of the great misconceptions in current-day customer experience.
Delivery Gone Wrong: 4 Steps to Improve the Same-Day Delivery Experience
As a New Yorker, I live on same-day delivery services. Groceries, Thai food, Roman-style gnocchi with a litre of Negroni, laundry… you name it; we have a delivery for it. With the abundance of options here, I’ve grown accustomed to the speed and convenience – and the excellent customer service from our local stores continuously raises my expectations. So, when I ordered pet supplies a couple of weeks ago from a national chain store, I expected a great experience. What happened was one of the most bizarre customer experiences I’ve had…
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