Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
WiCX Talks Trends: Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them with Sierra Modro
In this episode of WiCX Talk Trends, Clare Muscutt sits down with Sierra Modro, Sr. Director of Software Engineering at ujet.cx, to explore one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken?
They unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value.
WiCX Talks Trends: Preparing Our Organisations to be an AI-Enabled Workforce with Jennifer Buffaloe
In this episode of WiCX Talks Trends, Clare Muscutt speaks with Jennifer Buffaloe, Senior Director of Customer Success at CallMiner, about what it really means to prepare our organisations for an AI-enabled future of work.
Clare and Jen discuss the skills, culture, leadership behaviours and practical steps required to help teams work confidently with AI — and how to build trust, readiness and adoption in a way that empowers people rather than replaces them.