AI is no longer an innovation experiment in customer experience and contact centres.
It’s becoming core infrastructure.
And that means decisions about AI are no longer technical decisions — they are leadership decisions.
Decisions that shape:
Customer trust
Employee experience
Operational risk
Commercial performance
Often at scale. Often under pressure. Often without perfect information.
This International Women’s Day, Women in CX brings together senior women leaders to explore what authentic leadership really looks like when AI decisions land on your desk.
Why this conversation matters now
As AI moves from pilots to production, CX and contact centre leaders are being asked to do more than deploy technology.
They are being asked to:
Move faster
Deliver efficiency and loyalty
Protect trust and brand reputation
Support frontline teams through change
Deliver measurable outcomes with fewer resources
For women in leadership roles, this moment often carries an additional weight — holding the full system in view while still being expected to make it all work.
This session moves beyond tools, hype and career storytelling to focus on real leadership judgement:
How executive women are evaluating AI use cases in practice
How they navigate trade-offs across cost, experience, people and risk
How clarity and courage show up when compromises are unavoidable
This is leadership as decision-making — not performance.
What you’ll gain from attending
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Gain clarity on the AI decisions CX and contact centre leaders are being asked to own right now
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Hear how senior women leaders evaluate trade-offs across efficiency, experience, employee impact and risk
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Learn how leaders articulate holistic value when challenged on speed or short-term gain
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Understand what courageous leadership looks like when slowing down, reshaping or saying no
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Leave with greater confidence to lead AI conversations with credibility, clarity and conviction
Meet the panel
Panellists
To be confirmed — three executive-level women currently leading or preparing to lead AI-enabled transformation across CX and contact centre environments.
Panellists will represent leadership across:
CX or Contact Centre leadership with accountability for customer-facing AI
Operational or service transformation
Technology, digital or applied AI in CX contexts
All panellists are actively involved in decision-making around AI at scale.
Moderator
Clare Muscutt
Founder & CEO, Women in CX
Clare will moderate a guided, unscripted conversation focused on lived leadership experience, judgement under pressure, and real decision-making — not theory or tooling.
Who this session is for
This event is designed for:
CX and Contact Centre leaders
Service, Operations and Transformation leaders
Digital, Data and AI leaders working in CX environments
Leaders accountable for customer, employee and operational outcomes
Especially those already involved in — or about to be involved in — decisions about deploying AI at scale.
Why WiCX events are different
Women in CX events are intentionally designed to create a different kind of conversation.
Learn from women leading in the industry
Gain access to grounded, real-world leadership insight
Be part of an inclusive environment where women take centre stage
Ask thoughtful questions and engage in meaningful discussion
🚫 No sales pitches. No product demos. No performative thought leadership
While men still dominate many CX and technology stages, WiCX creates space for conversations that centre judgement, responsibility and lived experience.
Together with partners like Genesys, we curate panels that prioritise substance over spectacle — and leadership over hype.
Secure your place
AI will continue to evolve. Pressure to automate will continue to rise.
What will define leadership in this moment is not how quickly AI is deployed — but how deliberately leaders decide what it is allowed to optimise, and what it must protect.
Ready to go beyond our open events?
Join the Women in CX Inner Circle
The Women in CX Inner Circle is the world’s first membership community for women in CX and technology.
Inside, you’ll unlock access to 250+ hours of expert-led webinars, member-only networking, and opportunities to raise your profile as a CX thought leader.
If our open events are your starting point, the Inner Circle is where your CX journey really takes off.
Let’s create impact together
At Women in CX, we collaborate with brands that believe in empowering women to lead, innovate, and thrive.
From high-profile campaigns to co-created online events, we don’t just offer exposure; we help you build meaningful relationships with a highly engaged, global community of CX and tech professionals.
Partner with WiCX, and shape the future of customer experience together.