Hosted by Women in CX in partnership with CallMiner, this live panel explores the reality of AI in customer experience.

AI is no longer at the edges of innovation — it now shapes customer trust, employee experience, operational efficiency, and commercial outcomes. Yet despite heavy investment, many organisations struggle to turn AI ambition into real impact.

The discussion will unpack why AI initiatives often fall short, where organisations overestimate technology, and what needs to change to make AI deliver meaningful results.

* This event is open to non-members and allies.

We have been talking about “end-to-end customer experience” for years, yet many experiences still break between design and delivery. In this live episode, Clare sits down with Emmeliek Harren-Preijde, Head of CX and Product at Eurail, to explore what it really takes to bring these worlds together.

Drawing on her experience leading both disciplines, Emmeliek shares how she has moved beyond siloed thinking to create shared ownership of the customer journey. The conversation goes beyond theory, highlighting the operational, cultural, and leadership shifts required to close the gap between CX ambition and product delivery.

Join us for an exclusive masterclass with Zack Hamilton, exploring how organisations can move beyond measuring customer experience and start improving organisational performance through experience.

This session will challenge traditional approaches to CX measurement and explore why organisations still struggle to bridge the gap between insight and execution, despite increasing investment in data, technology and listening programmes. Attendees will learn how high-performing organisations embed CX into decision-making and create stronger alignment across the business.

Join us for an exclusive masterclass with Laresa McIntyre, where you’ll learn how to stop losing budget battles by gaining CFO attention and approval. CX leaders are some of the most data-driven professionals in business. They track CSAT, NPS, churn, handle time, and first contact resolution. They understand their operations in detail and know where investment would make a real difference. So why do so many strong cases fail to secure a budget?

The problem is not the idea. It’s the translation. This masterclass will show you how to close that gap and teach you how to build and present a clear, CFO-ready business case that connects CX priorities to financial outcomes and moves confidently through approval.

Join our May Speed Networking event for a fast-paced, one-hour virtual experience designed to help women connect, share insights, and build meaningful professional relationships. It’s the perfect opportunity to expand your network, celebrate wins, and engage with a supportive community.

Take part in 10-minute networking rounds where you’ll introduce yourself and explore topics like CX, AI, and current challenges. Whether you’re looking for fresh perspectives or genuine connections, this event is a great place to start.

Join us for an exclusive discussion with Rose Clarkson on rethinking leadership and responsible CX through living networks! We once believed that trees competed with each other for light and nutrients. Now, we understand that forests are connected communities of different species, working in harmony to share resources. 

This discussion will share lessons from nature that have influenced my approach as a design leader with a disability, and open a discussion to explore how these insights inform the creation of more inclusive systems where diversity can flourish. This session will support CX leaders in exploring what makes an inclusive, high-performing team by drawing inspiration and lessons from natural ecosystems.

Join us for an exclusive masterclass with Vicky Hampson on how you can learn to define, articulate and leverage your value! How often have you found yourself frustrated at not being able to have your voice and perspectives heard amid the noise and bustle of peers within your function? Not being able to bring these perspectives to the table or be seen and heard by senior leadership is frustrating and shouldn’t happen.

 For many women, it remains a familiar experience within a commercial function. This masterclass will enable you to stop fighting for your voice, be heard and recognised for the value and impact you bring!

Claire Bristowe 's journey to becoming an award-winning CX leader hasn’t been without its curveballs, including experiences many women will relate to. But rather than setting her back, these moments created space to pause, reflect, and return with renewed clarity and purpose.

With a fresh perspective, Claire helped re-ignite a customer-centric culture at Aegon, elevating both mindset and customer experience. Her impact didn’t go unnoticed – contributing to her recognition as an international CX Leader of the Year and earning six gold awards in just three years. This honest and inspiring live podcast explores how personal growth, resilience, and strategic storytelling can amplify your professional impact.

WiCX Amsterdam is an invitation-only International Women’s Day CX Lab bringing together women who will shape how customer experience, contact centres, data and AI are built inside organisations.

This three-hour, in-person session creates a rare thinking space for women working across CX, design, insight and technology to step out of delivery mode and examine the real decisions they are being asked to make — often under intense pressure to “just do AI.”

* Open to non-members

Join us for another exclusive masterclass with Cindy Okoronkwo on using the PIE framework to strategically raise your profile, gain influence, and ensure your work is visible – without overworking or compromising authenticity.

This masterclass will equip participants with practical, actionable strategies to focus on Image & Exposure (I & E), the levers that often determine progression and recognition, and provide space for reflection, discussion, and real-life application.

WiCX Seattle is an invitation-only International Women’s Day CX Lab bringing together women who will shape how customer experience, contact centres, data and AI are built inside organisations.

This three-hour, in-person session creates a rare thinking space for women working across CX, design, insight and technology to step out of delivery mode and examine the real decisions they are being asked to make — often under intense pressure to “just do AI.”

* Open to non-members

WiCX New York is an invitation-only International Women’s Day CX Lab bringing together women who will shape how customer experience, contact centres, data and AI are built inside organisations.

This three-hour, in-person session creates a rare thinking space for women working across CX, design, insight and technology to step out of delivery mode and examine the real decisions they are being asked to make — often under intense pressure to “just do AI.”

* Open to non-members

Hosted by Women in CX in partnership with Genesys, this live panel brings together senior executive women leaders navigating the reality of AI becoming core infrastructure in customer experience and contact centres.

AI no longer sits at the edges of innovation.

Decisions about AI now shape customer trust, employee experience, operational risk and commercial performance — often at scale, and often under intense pressure to move fast.

* This event is open to non-members and allies.

WiCX London is an invitation-only International Women’s Day CX Lab bringing together women who will shape how customer experience, contact centres, data and AI are built inside UK organisations.

This three-and-a-half-hour, in-person session creates a rare thinking space for women working across CX, design, insight and technology to step out of delivery mode and examine the real decisions they are being asked to make — often under intense pressure to “just do AI.”

* Open to non-members

In this exclusive Women in CX webinar, Jeannie Walters, award-winning CX strategist and author of the forthcoming book Experience Is Everything, shares a practical, grounded approach for leading CX in this new reality.

Drawing from the book’s Mindset–Strategy–Discipline framework, Jeannie will show how CX leaders can build momentum, credibility, and confidence—even without perfect authority, unlimited resources, or ideal conditions.

On Galentine’s Day, February 13th, connect with the incredible women in our community during a one-hour virtual networking event. This is your opportunity to celebrate wins, share insights, and get to know the women who make this community special.

Whether you’re here to expand your network, share ideas, or simply reconnect with the community, this event is a great way to start. 

Almost half of the UK is on track for pension poverty. And due to the systemic barriers women face throughout their lifetime, the picture for women is even tougher - with a £113k gender pension gap. When it comes to long term financial resilience, we know the barriers women face are different, but the industry has long designed financial experiences with a more traditional mindset.

Join Design Lead Lily McNally for an exclusive masterclass about how she transformed the Scottish Widows app to become a truly customer-centric proposition, resulting in a huge increase in engagement and meaningful action. And how she's designing experiences that specifically speak to the barriers women face when it comes to financial independence, resilience and freedom.

Is AI actually improving customer experience – or just automating the same broken journeys? 

In collaboration with @ujet.cx, Women in CX presents another bold, unfiltered WiCX Talk Trends panel debate that cuts through the noise to uncover what’s really happening with AI in customer experience.

* This event is open to non-members and allies.

Join us for an inspiring masterclass with Leadership Coach & Facilitator and Human Red Bull, Natalia Cerezo Martin, designed to help you step into 2026 with confidence, clarity and balance – not burnout, guesswork, or scattered intentions.

With her signature Empower & Lead framework, Natalia has guided women around the world to reset, realign and lead themselves with intention. In this immersive 90-minute experience, she’ll help you cut through the clutter, look inward with honesty, and create a vision for 2026 that feels energising, grounded and truly yours.

Join us for networking, fun and games, as we reflect on the past year, celebrate some community wins and look forward to 2026.

Let's gather to review the amazing things that have happened this year, play some informal networking games, reveal our 2025 Community Award Winners and boogie to the WiCX playlist together!

AI shouldn’t replace your customer support team — it should join it. In this live episode, Clare sits down with Sandrea Morgan, Head of Customer Support at Adanola, to explore how she successfully implemented AI within her contact centre by treating it not as a tool — but as a team member.

Sandrea takes us behind the scenes of Adanola’s AI journey: from designing a rigorous training and development process, to building trust with advisors, to using a human-first testing framework that allowed AI to create value without compromising brand experience.

What happens when design thinking meets operational excellence? In this live episode, Clare sits down with Heidi Ettanen, Global Head of Design Operations at H&M, to explore how Design Ops drives customer experience forward.

Heidi reveals how her team bridges creativity and consistency — enabling journey-led design at scale, building the systems and structures that let designers, CX professionals, and product teams co-create experiences that truly reflect customer needs.

Building a successful career can feel like an exhausting balancing act – working hard yet feeling stuck, undervalued, or overwhelmed. The challenge isn’t a lack of ambition or capability; it’s navigating the unwritten rules, biases, and barriers that can hold women back, all while protecting what matters most personally.

Join us for an empowering masterclass with Career Strategist and Self-Advocacy Coach Cindy Okoronkwo on taking charge of your career – without sacrificing your values, wellbeing, or personal life.

In today’s experience-driven world, companies need to go beyond just selling products or services – they must help customers live their best lives. This is the new standard customers expect and deserve.

In this transformative session, Global Customer Excellence Lead at Pfizer, Wayne Simmons, will introduce the concept of the Customer’s Right to Reverence and explore how organisations can become predisposed to deliver exceptional experiences through DNA-level change.

This CX Day, we’re celebrating the power of connection with a special WiCX Member Mixer! Think of it as a virtual coffee with friends you haven’t met (yet). You’ll join a small group of 3–4 members and spend 20 minutes chatting about two simple things:

✨ One thing you need from the WiCX Community

✨ One thing you can give back

It’s a chance to connect on a deeper level, discover where you can support others, and find out who might have exactly what you’ve been looking for.

This masterclass, led by Jeannie Walters, CCXP, CSP, is designed to empower women CX professionals with the mindset, tools, and strategic frameworks to thrive in this new era of experience-driven business. Grounded in three core themes—Empathy, Innovation, and Simplicity—the session dives deep into how we can meet and exceed the emotional and functional needs of today’s customers, while also advocating for the value of inclusive leadership within our organisations.

This masterclass will redefine effective leadership in B2B, especially for women in CX roles. It will give them the platform, strategies, and validation they need to lead change with confidence and impact.

This masterclass explores how emotional insight drives innovation, trust, and loyalty — and how empathic leadership can reshape culture from the inside out. You’ll discover why Employee Experience is the invisible engine of CX, and how addressing burnout and emotional needs leads to stronger performance, engagement, and retention. We’ll also explore the unique role women leaders play in humanising the workplace and building truly people-centred systems.

If you’re ready to move beyond surface-level fixes and build meaningful, human-centred experience strategies, this session is for you.

On September 10th, connect with the incredible women in our community during a one-hour virtual networking event. This is your opportunity to celebrate your wins, share insights, and get to know the women who make this community special.

Whether you’re here to expand your network, share ideas, or simply reconnect with the community, this event is a great way to start.

In this exclusive Women in CX workshop, Meg Coates, Head of Operations for WiCX, will guide us through the fundamentals of designing an authentic, impactful personal brand that aligns with your values, expertise, and career ambitions.

This session is designed to inspire and empower members to take ownership of their visual brand and leverage it as a tool for career growth and thought leadership.

In a changing world, new concepts help us organise complexity, surface connections we hadn’t seen before, and unite what was previously separated. Total Experience is one such concept. By linking Customer and Employee Experience into one shared system, TX enables better impact, alignment, and long-term value. When CX and EX are treated in silos, organisations risk missing feedback loops, duplicating efforts, and limiting their full potential.

This Masterclass will support those looking to work more holistically with experience by connecting the dots between customer and employee needs through Total Experience (TX).