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.
‘The Human Experience: Whatever Happened to Emotion and Empathy?’, with John Sills
“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.”
Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers.
WiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day? With Danita Belcher
Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, we delve into the results of RingCentral’s recent study on customer service experiences, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges associated with integrating AI into customer service operations.
‘Are you ready for the rise of the machine customers?’, with Sirte Pihlaja
Are you ready for the rise of the machine customer? With Gartner predicting that by 2027, 50% of us will be using AI personal assistants in our daily lives, they could be here much sooner than anticipated.
Joined by Sirte Pihlaja, CEO of Shirute, listen to episode #706 now as we explore what machine customers are, how they’re set to impact the future of CX and EX, and as CX leaders, what we should be thinking about now to ensure we’re equipped for their arrival.