Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

In today's fast-paced business world, customer experience (CX) and employee experience (EX) have become proven drivers of competitive advantage. Yet many organisations still treat these two areas separately despite the clear benefits of an integrated approach to improving business outcomes, fostering loyalty, and driving revenue growth.

Despite this, companies often face challenges in effectively aligning CX and EX. A lack of understanding about the emotional drivers behind customer and employee behaviours frequently hinders progress. Additionally, issues such as deteriorating trust in traditional institutions, rising employee burnout, and customer demands for personalisation make it difficult to implement strategies that genuinely resonate with employees and customers.

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

This Masterclass offers practical, hands-on tips to help you create a cohesive and integrated customer journey framework that emphasises human collaboration. You’ll discover how to kick off the project with clear, actionable goals and engage the right stakeholders effectively. We’ll provide real-world examples of how to use the framework to leverage CX tools like listening paths and dashboards for valuable customer insights and focus on immediate areas for improvement, helping solve the challenge of creating a unified customer journey framework that aligns departments and enhances the overall customer experience. 

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

As AI continues to evolve, its transformative potential is undeniable. However, many organisations face challenges with slow adoption and the pressure to demonstrate tangible productivity gains and cost savings. The current landscape presents a stark reality: predictions suggest a net loss in jobs due to AI, with women disproportionately impacted. In this talk, Hannah will demonstrate her approach to building new skills and implementing a framework for AI adoption!

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

In this session, Adele and Jodie will highlight the critical role that customer experience plays in both the long and short term drivers of Brand Growth, as evidenced in Kantar's Blueprint for Brand Growth, a landmark piece of work identifying the drivers and accelerators of brand growth, proven empirically with data.

Come along to find out how customer experience plays a foundational role in brand growth, how experiences and exposures work together for maximum power and why customer experience teams deserve a seat at the table whenever brand growth is being discussed.

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

Stine will uncover the hidden barriers that prevent diverse customers from fully engaging with experiences. We will delve into the specific revenue you are losing without even realising it because these customers are potentially opting out of your products and services.

Using thought-provoking examples from her career and research, Stine will illustrate how a lack of understanding of customer diversity leads to lost revenue, negatively affects employee interactions, and creates operational inefficiencies.

Stine will demonstrate how small, inclusive changes can significantly impact customer satisfaction, increased purchases, and loyalty. She will explain why you should tailor the customer experience to those facing the most barriers, setting the highest standard for creating seamless experiences for everyone.

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

It can feel like there is an assumption that there is a single universal definition of ‘human’ that everyone somehow knows. As the starting point for so many organisational assumptions and actions, failing to address this often leads to inconsistency and false expectations of what people need, value, or how they will behave. For various reasons, it has become a blind spot!

Therefore, it is no surprise that it has significant (but often unrecognised) repercussions on the well-being and performance of people and organisations. This interactive session will encourage you to explore and clarify what "human" means in a work or organisational context and why it matters.

Introducing ‘The CX Clinic’, a dedicated space to share your challenges, explore opportunities, and reach solutions with the personal advisory of WiCX founder and one of the world’s leading CX consultants, Clare Muscutt.

Clare will tap into her many years of experience working as a CX leader in some of the biggest UK brands and with global clients to listen to your issues and provide on-the-spot coaching to get you ‘unstuck’ and on the right track.

Maintaining peak performance and mental clarity in this high-pressure environment can become increasingly challenging. Stress and anxiety levels rise, performance drops and our ability to make sound decisions and manage relationships effectively deteriorates. How can we break this cycle and thrive personally and professionally? What if there was a way to build mental fitness, allowing us to handle life’s challenges with greater ease and flow? This is where mental fitness skills come into play! Mental fitness encompasses a range of practices and techniques designed to enhance psychological resilience, emotional regulation, and overall mental well-being. By cultivating mental fitness, you can transform how you respond to stress, improve your focus and productivity, and foster a more positive outlook.

Many of us fail to fully utilise customer intelligence to impact our company's ability to acquire, retain, and expand its prospect and customer base. A lot of CX professionals also focus heavily on VOC surveys and lagging indicators like NPS scores in their roles. This session aims to open your eyes to the vast amount of unleveraged data collected across the prospect and customer lifetime.

This event is perfect for professionals who want to dive deeper into agile methodologies and business agility. You'll gain practical insights and strategies to implement agile practices effectively in your organisation. Whether you're a manager, team leader, or individual contributor, you'll acquire the skills and knowledge to create a flexible and adaptive work environment, setting your team up for success in today's ever-changing business world.

Service design = service + design. But is it really that simple?

On Thursday the 6th of June, we’re being joined by Søren Bechmann, CEO of the Service Design Institute, as he introduces the concept of service design based on a very common-sense definition.

Driving CX change across complex organisations is no mean feat. Often initiatives fail due to internal siloes, with each department having its own unique perspective of reality. So, is there a way that we can bridge this divide and get on the same page? Yes, there is!

Join Stine Marsal, CEO of Experience Management Consult, and Søren Bechmann, CEO of Service Design Institute for their masterclass, ‘Designing Customer Journeys That Matter: A Practical Introduction’.

Kickstarting discussions and providing an alternative approach, one focused not on “overcoming” imposter syndrome, but instead revolutionising the way that we see and confront it, join DeAnna Avis and Natalia Cerezo Martin for their masterclass, ‘The Audacious Guide to Navigating Imposter Syndrome.” 📖

Are you in a global CX role, and working across borders, nations, and cultures? Join Women in CX to explore the best practices of intercultural management and discover how they can elevate your CX game!

In this 60-minute session, Olga will explore why harmonious businesses are more likely to stay true to their intentions and foreground why operating in harmony is especially important in times of transformation.

In a landscape where customer expectations are rapidly evolving, conventional CX measures can become barriers to innovation, and the pressing question arises: How can we break free from the limitations of traditional metrics and leverage a more dynamic approach to customer insights that propels us towards proactive, game-changing solutions?