Stay up to date with the latest customer experience thought leadership from our members
Member Spotlight: Marta Duchai
From a career in tourism to becoming a CX consultant, lecturer, mentor and educator, Marta Duchai has spent more than 20 years helping businesses understand the importance of creating better experiences.
In this inspiring conversation, Marta reflects on what tourism taught her about customer experience, why simplicity is at the heart of her work, and how her children, students and mentees have shaped the woman she is today.
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.
Member Spotlight: Hayley Barlow
From starting her career as a customer service advisor to leading customer experience and operational transformation across some of the world's largest organisations, Hayley Barlow has built a career defined by resilience, determination, and a passion for helping others succeed.
In this inspiring conversation, Hayley reflects on the experiences that shaped her career, the challenges she has faced as a woman in business, and why using your voice, championing others, and paying opportunities forward can make all the difference.
‘From Insight to Impact: How Technology Enables (or Blocks) Responsible CX by Design’ by Leonora Gouveia
Technology is shaping the future of customer experience at an unprecedented pace. From AI-powered decision-making to real-time personalisation, organisations have more opportunities than ever to create meaningful, connected experiences.
In this insightful article, Women in CX Inner Circle member and Senior Business Solutions Manager at SAS, Leonora Gouveia, explores the role technology plays in enabling, or blocking, responsible CX by design.
Member Spotlight: Marie-Louise Gaughan
From starting out in law to leading global AI strategy and digital transformation in CX, Marie-Louise Gaughan has built a career defined by curiosity, resilience, and human-centred leadership. Across BPO, financial services and insurance, she's held senior CX and digital transformation roles across global organisations, shaping customer strategy at scale while navigating complex international environments.
In this inspiring conversation, she shares her non-linear career journey, the realities of being a woman in CX, and her perspective on AI-driven customer experience — and why inclusive, human-centred transformation is critical to the industry's future.
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