Stay up to date with the latest customer experience thought leadership from our members
Why I Believe the Future of CX Must Be Responsible by Design
Customer experience is being asked to carry more responsibility than ever — for growth, retention, trust, efficiency, and brand reputation — while the systems around it are becoming more complex, more automated, and harder to influence. People care deeply about doing this work well. They want to create experiences that work — for customers, for employees, and for the business. But too often, they’re trying to do that inside operating models that were never designed to support good experience in the first place.
That’s why, in 2026, we’ve articulated something we’ve been circling for a long time at Women in CX: Responsible CX by Design.
WiCX Predicts: The CX Trends Shaping 2026
Every year, Women in CX brings our global community together to publish WiCX Predicts — our collaborative perspective on the most important shifts shaping the customer experience landscape. But unlike the glossy, vendor-led prediction pieces that flood the industry, ours is grounded in something far more real: the lived experience of women working at the forefront of CX and technology.
In this year’s WiCX Predicts, our Inner Circle members share their perspectives on what 2026 will bring. These aren’t abstract forecasts or marketing soundbites. They’re practitioner-led insights from women designing, managing, challenging, and reinventing customer experience every day.
Beyond the Hype: Why Women in CX Must Lead the Next Era of Human-Centred AI
If Berlin was where the conversation began — questioning how CX teams could harness AI without losing the human heart of experience — Miami was where the truth surfaced. The hype is everywhere with AI promising instant insights, automation promising frictionless journeys and vendors promising transformation with a single signature.
From keynote stages to boardroom mandates, 2025 has become the year of “Do AI now, figure it out later.” But as our final UnConference panel in Miami made crystal clear. The gap between AI’s promise and AI’s practice is widening fast and CX leaders, especially women, are being left to pick up the consequences.
Beyond the Map: Why Journey Management — Not Orchestration — Is the Next Frontier for the US CX Industry
When we gathered in Berlin earlier this year, our conversation about journey management opened the first door. We explored how static journey maps have become corporate wallpaper — admired, referenced, even celebrated — yet disconnected from the real, messy, dynamic journeys customers actually experience.
Coming to Miami, it was clear the conversation wasn’t finished. If Berlin revealed the aspiration, Miami exposed the reality.
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?
Become a member
And unlock more exclusive resources… PLUS! Opportunities to raise your profile as a women in CX & technology.