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.
For women in leadership roles across CX and Contact Centres, this moment brings particular weight. Leaders are being asked to deliver efficiency and loyalty, introduce new guardrails for trust and risk, support frontline teams through change, and demonstrate measurable impact — frequently without the space to slow down and think.
This panel creates that space.
Rather than focusing on tools, hype or career storytelling, the conversation centres on real leadership judgement:
How executive women evaluate AI decisions in practice
How leaders navigate trade-offs across cost, experience, people and risk
What clarity looks like when information is incomplete
Where courage shows up when slowing down, reshaping or saying no
The session is moderated by Clare Muscutt, Founder & CEO of Women in CX featuring:
💫 Christina Bell, Vice President of Contact Center Solutions at BCD Travel
💫 Lorena Lovrić, Director of Customer Experience at Aterian
💫 Mary Henderson, Head of Contact Center Technology, Reservations and Customer Care at IHG® Hotels & Resorts
This is not a performative International Women’s Day event.
And it’s not inspiration theatre.
It is a purposeful, working conversation for women in leadership roles who are already — or about to be — responsible for AI decisions that shape customer trust, employee experience and long-term value.
Because the future of AI in customer experience is being designed right now — and it shouldn’t be shaped only by tech bros or the loudest voices in the room. 💜
Open to non-members and allies. Register today to secure your FREE spot!