The Reality of Going Solo in CX: Resilience, Loss & Rebuilding a Career

In this episode, Clare and Katie discuss the emotional and professional realities of building a CX consultancy without the safety net of corporate structure. Katie shares how personal challenges, including a marriage breakdown and significant loss, shaped her approach to leadership, resilience, and customer experience.

The discussion explores why empathy, trust, authentic leadership and human connection remain essential in modern CX strategy – especially as AI and automation continue to reshape the industry. Katie also explains the philosophy behind CXism and why customer experience should be embedded into organisational culture rather than treated as a tactical function.