Masterclass | Empathy in CX & EX: Understanding Humans to Transform Experience with Marina Bezuglova
Join us for an exclusive masterclass with Marina Bezuglova on how to use empathy as a strategic tool to improve customer outcomes — and how understanding employee needs drives both wellbeing and business performance.
What do empathy, experience, and innovation have in common? They’re all deeply human — and key to creating a sustainable future for business. In this session, Marina Bezuglova challenges us to reimagine how empathy transforms the way we work with both customers and employees.
Despite growing investments in CX and EX, many organisations still face emotional disconnect and disengagement. What’s missing isn’t more data, but deeper understanding — of people’s needs, emotions, and lived experiences. Empathy, often underestimated, is a powerful lever for meaningful change.
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.
You will learn:
From Insight to Innovation: Learn why emotional insight — not just data — drives real transformation in products, services, and experiences.
Employee Experience: the Forgotten Engine of CX. Why well-being isn’t an HR perk — it’s a business strategy. Because quiet quitting, burnout and disengagement silently destroy customer outcomes.
Empathic Leadership & the Power of Women: Why empathy is more than a soft skill — it’s a catalyst for cultural change. And why women leaders are uniquely positioned to humanise the workplace and shape sustainable, experience-driven strategies.
Available exclusively to Women in CX community members.
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