RESPONSIBLE CX BY DESIGN
GLOBAL CX LABS
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Our CX Labs are not another “let’s celebrate women” event…
Every year on International Women’s Day, the CX industry fills LinkedIn with pink inspirational quotes and talks about how far women have come.
And then on Monday morning, many women go straight back to being asked to:
“Roll out the AI” — without the time to design, train or test it properly
“Make it work for customers” — without being involved early enough to shape it
“Protect the brand” — without the authority to slow things down when something feels risky
“Reduce costs” — without being able to account for the impact on human experience
“Automate more” — without understanding how it affects the psychological safety of employees
All while AI systems quietly:
Encode bias
Make invisible decisions
Determine who gets help, who gets heard, and who gets left behind
And women are expected to carry the consequences when those systems cause harm.
To do all of that at speed, without removing the systemic barriers women face is no longer acceptable.
WiCX IWD 2026 exists because that gap matters.
We are not here to celebrate women.
We are here to give women the power, space and authority to shape what comes next.
Why this matters now:
AI, automation and data are moving from experimentation to everyday infrastructure in customer experience.
Decisions that used to be small and reversible are now being locked into systems that will run at scale — shaping journeys, employee workloads and customer trust for years to come.
This means the quality of design matters more than ever.
When AI is introduced without clear intent, strong governance or diverse perspectives, it doesn’t just create inefficiency. It creates long-term risk — for customers, employees and the business.
CX leaders are being asked to make these decisions in real time, often without the space to step back and ask:
What problem are we really solving?
Who benefits from this design?
And what happens when it scales?
That’s why Responsible CX by Design is not a nice-to-have; It’s the foundation for building customer experiences that are sustainable, trusted and commercially sound.
What are the WiCX IWD CX Labs?
WiCX IWD 2026 is a global series of in-person CX Labs designed for women who will shape how customer experience, contact centres, data and AI are built inside organisations.
These are not networking opportunities. They are working sessions.
Each CX Lab brings together 50 women across:
Customer Experience and Contact Centres
Data and Insight
Design and Journey Orchestration
Digital, Product and Technology
AI and Automation
for three focused hours of:
Shared insight
Open Space conversations
Practical problem-solving
The goal is simple:
to give women the space and authority to step out of delivery mode and think clearly about the CX, AI and decisions that will need to be made.
What happens in these rooms directly shapes the WiCX UnConferences 2026 and the global conversation on the future of CX.What happens in a CX Lab
Each lab includes:
Depending on the event time, a nutritious delicious breakfast, lunch or drinks to connect with other women working on similar challenges.1. Arrival networking
Senior women from leading organisations explore:
Responsible AI in Customer Experience — designing for holistic outcomes, not just speed.2. Inspiration panel
We capture the insights that will shape the Women in CX 2026 Responsible CX by Design Manifesto and what comes next.3. Open Space breakout conversations
4. Shared learning
You choose the topics that matter most — and explore what’s really happening inside organisations.5. Closing networking
Time to reflect and continue conversations sparked during Open Space.Hover over a box to learn more.
Where we’re hosting
Click on a location to learn more!
Each CX Lab is limited to 50 women. Attendance is curated to create a room of women who are actively involved in shaping customer experience and technology. Tickets are free.
London
Amsterdam
Sydney
Seattle
New York
Toronto
Dubai
Riyadh
This is for you if you are…
A woman working in:
CX, Service or Contact Centres
Data, Insight or Research
Experience Design or Journey Orchestration
Digital, Product or Technology
AI, Automation or Transformation
And you want to:
Make better decisions, not just faster ones
Ask the questions that aren’t being asked
Have more influence over how CX and AI are built
What you’ll leave with
You’ll walk away with more than just a swag bag…
Language to challenge poor CX and AI decisions
Examples of what responsible design looks like
A network of women who get the pressure you’re under
More clarity and confidence about the decisions you’re being asked to own
And professional headshots to amplify your personal brand
Why WiCX
Women in CX is the world’s first global platform dedicated to women shaping customer experience and technology. We don’t do…
Sales pitches
Powerpoint presentations
Fluffy inspiration
We create spaces where women lead the conversations that matter honestly, intelligently and with real-world impact.
Ready to be in the room?
These CX Labs are free. They are powerful. And they are deliberately limited.
Because the future of AI in customer experience is being designed right now — and it shouldn’t be shaped only by tech bros or the loudest voices in the room. 💜
Ready to join the movement?
Join our community to develop your networks and customer experience skills through our platform of 100’s of resources, webinars, and more!