Are we capturing the truth of our customers’ experience — or just the answers that are easiest to measure?
Women in CX and CallMiner are joining forces to create something meaningfully different in the CX events space. We’re bringing fresh insights, hot-takes, lively discussion, and practical advice that you can apply to your organisation straight away.
In 2025, the gap between what customers say and what organisations hear is wider than ever. Legacy metrics like NPS and CSAT may offer a snapshot, but they rarely capture the full story.
Likewise, today’s customers are drowning in irrelevant surveys — and ignoring them. Traditional feedback methods like NPS and CSAT alone are no longer enough to drive real change.
As CX and contact centre leaders, it’s time to ask ourselves hard questions:
Are we relying too heavily on outdated, low-response surveys?
Are we missing critical insight from real conversations happening every day?
Are we optimising for scores — or for outcomes?
With the latest advances in technology, there must be a better way?
Join Women in CX for a groundbreaking online panel exploring how the smartest organisations are blending AI with omnichannel feedback to build more human, responsive, and effective customer experiences.
You’ll hear from pioneering women leaders on how they’re using real-time, AI-powered insights, unsolicited feedback, and conversation intelligence to break silos, drive loyalty, and put the customer voice back at the heart of business.
Featured Topics
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Are we optimising for scores — or outcomes?
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How do we overcome survey fatigue and low response rates?
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How can AI unlock insights from everyday interactions?
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What are the ethical implications of unsolicited feedback?
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How can we ensure inclusion in how we listen to our customers?
Tired of relying on outdated surveys to understand your customers?
Join this powerful panel of women CX leaders as we explore how to break from solely relying on legacy feedback tools and embrace innovative, AI-driven insights that enhance traditional methods to deliver optimised results.
Traditional customer feedback mechanisms, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, have been longstanding tools in gauging customer sentiment. However, these methods often fall short in providing context-rich insights, leading to ambiguous interpretations of customer experiences. Challenges like delayed feedback collection, survey fatigue, and impersonal questioning further diminish their effectiveness.
In response to these limitations, there's a growing shift towards AI-driven feedback systems that analyze real-time, unsolicited customer interactions across various platforms, including at point of sale, in contact centres and on social media.
These advanced methods offer deeper, more immediate insights, enabling businesses to proactively address issues and enhance customer experiences without purely relying on traditional surveys.
For leaders in Customer Experience, embracing these innovative feedback approaches presents an opportunity to lead transformative changes in the industry, ensuring more authentic and effective customer engagement strategies.
Meet the Panellists
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Alejandra Arguelles
Director - CX Global Platforms Lead, Pfizer
CX excellence leader in pharma, specialising in omnichannel personalisation and insights. -
Kat Robinson
Former CX Director - NatWest, Lloyds & Metro Bank
Transformational banking leader focused on strategy, innovation and customer-first culture. -
Georgina Nelson
CEO & Founder, TruRating
Psychologist-turned-entrepreneur rethinking how customer feedback is captured and used. -
Megan Keup
Product Marketing Manager, CallMiner
CX-tech expert turning AI insights into business outcomes and customer empathy
Why Attend?
Because customer expectations have changed — and your feedback strategy needs to catch up.
Join this powerful, future-focused panel to:
✅ Challenge the status quo of NPS, CSAT and survey-based CX
✅ Learn how AI and real-time conversation insights are reshaping how leading brands listen
✅ Hear real-world stories from women at the forefront of pharma, banking, retail and tech
✅ Discover the latest trends from CallMiner’s 2025 CX research
✅ Get actionable strategies to break silos and drive smarter, faster CX decisions
✅ Be part of a diverse, inclusive conversation shaping the future of our industry
Whether you're rethinking your feedback strategy or curious about AI's potential in CX, this free session will give you the inspiration, insights and tools to lead the way.
This is your chance to connect with industry experts, ask your burning questions and gain a competitive edge when it comes to engaging stakeholders.
In this live online session, we’ll dive into:
The limitations of traditional CX surveys (like NPS and CSAT)
How real-time, unsolicited feedback is reshaping customer understanding
What the CallMiner ‘Future of Omnichannel CX in 2025 and Beyond’ whitepaper reveals about the future of feedback
The ethical, strategic, and technological shifts every CX leader must prepare for
The role women in CX are playing in leading this transformation
This event is for you if you’re a:
CX or Contact Centre Leader
Customer Insight Specialist
Digital Transformation Executive
Tech-forward Marketer
Innovator in Customer Strategy
Or just curious to learn more about CX Trends
Join the Conversation
Spaces are limited — don’t miss your chance to learn from the leaders shaping the future of feedback.
Can’t make it? Don’t worry! Register your attendance, and we’ll send you a recording of the event.
Women in CX Events are Meaningfully Different
Learn from women in the industry
Gain access to high-quality thought leadership
An inclusive environment where women take centre stage
Ask questions, learn from experts, and explore emerging trends
It’s different from traditional sponsored events, focusing on genuine discussions and topics that matter
At all our events, women take centre stage!
Men lead the majority of discussions around CX and technology. We want to change that. WiCX curates bespoke panel discussions and keynotes with brilliant female speakers from our community and network.
Together with our sponsors, we curate unique events. You might be used to attending online discussions where it is clear the sponsor is just there to sell. We understand that you don't want to spend your time listening to pitches. Therefore, we collaborate with vendors who share our vision that these panel discussions should be all about meaningful conversations and thought leadership.
Our purpose in bringing women together is to set the stage for and create an environment where women are involved in the conversations that matter, where we unite as part of the movement for human-centred business.
Courageous
Authentic
Collaborative
Inclusive
Courageous Authentic Collaborative Inclusive
