Stay up to date with the latest customer experience thought leadership from our members
The New Listening Imperative: Why It’s Time for CX to Move Beyond NPS
When we gathered in Berlin for the Women in CX Moving Beyond UnConference in September, our EMEA community raised a clear warning: NPS is no longer enough. Not in a world where customer journeys are nonlinear, experiences are increasingly AI-mediated, and feedback flows from every direction in real time.
When we brought the conversation to Miami for our US edition, the message only amplified. The American perspective added urgency — a sense that organisations may be drowning in data yet still starved of understanding. And behind all the dashboards, pie charts and weekly reports sits the same universal question: How can one number possibly represent loyalty, emotion, complexity or truth?
Beyond the Ticket: Reclaiming the Human Heart of Customer Experience
For years, customer experience was seen as too fluffy — heavy on empathy but light on impact. The commercial edge was missing. So, we professionalised, we measured, we operationalised. We proved CX could drive ROI. Because being commercial is no longer the goal — it’s a given.
The real challenge for CX leaders today is delivering both: human connection and commercial impact in equal measure. And as the stories from Women in CX community members show, when you get that balance right, the results are transformative — for customers, teams, and the bottom line.
Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences
Every transformation starts with a single step. Within the Women in CX community, we asked our members:
“What’s one change you’ve championed in customer experience that made a real difference for your customers or colleagues — and what did you learn along the way?”
As always, the community responded with honesty and generosity, sharing stories of persistence, creativity, and impact. From cultural shifts to frontline fixes, their experiences highlight just how many different ways women are moving CX forward. In this collaborative article, we’re delighted to share some of their stories and key takeaways.
What’s Next in CX: Moving Beyond the Map and Into Journey Orchestration
On Day 1 of the Women in CX ‘Moving Beyond’ EMEA UnConference in Berlin, we hosted a panel to challenge one of the most persistent habits in CX: treating customer journey maps as static artefacts.
Because here’s the reality: today’s customers move fluidly between channels, contexts, and expectations. Static maps can be useful for sparking insight, but they rarely reflect the complexity of modern journeys—or the organisational effort required to manage them. Too often, they end up as slides in a strategy deck, rather than living frameworks that guide continuous design and improvement.
What’s Next in CX: Moving Beyond the Hype of AI and Automation
Artificial Intelligence is everywhere in the CX conversation right now. It’s being hailed as the game-changer—bringing faster insights, empowering employees, and promising seamless customer experiences. In fact, 96% of leaders believe AI will unlock efficiency and potential.
But as I heard loud and clear at the Women in CX ‘Moving Beyond’ EMEA UnConference in Berlin, there’s another side to this story. Our panel of conscious leaders took the stage to ask tough questions about hype versus reality and to explore what it will take to build AI that truly serves people.
Become a member
And unlock more exclusive resources… PLUS! Opportunities to raise your profile as a women in CX & technology.