Stay up to date with the latest customer experience thought leadership from our members
Beyond the Hype: Why 95% of AI Pilots Fail in CX — and What the 5% Do Differently
At a recent WiCX Talk Trends panel, we brought together CX, design, behavioural science, and AI leaders to confront a difficult reality: despite the momentum around AI, much of it is not translating into meaningful customer experience improvement.
Across organisations, pilots stall. Proofs of concept linger. Technology launches, but experience doesn’t meaningfully change. So during our discussion, we asked a simple but urgent question: Why is so much AI failing to improve customer experience — and what does it take to build the 5% that actually transform it?
‘AI Voice Agents Are Not a Contact Center Tool – They’re an Operating Model Decision’ by Stacy Dye
As AI rapidly reshapes the CX landscape, many organisations are exploring how voice agents can support their contact center operations. But beyond efficiency gains and automation targets, a bigger strategic question is emerging: how should AI reshape the way customers engage with us in the first place?
In this thought-provoking piece, Stacy Dye, Sr. Director, Success Strategy at CallMiner, challenges us to look beyond AI as a tactical solution. She reframes AI voice agents as an operating model decision – one that can influence when, where, and why customer conversations happen at all.
Shaping Responsible CX, Together: Why Women’s History Month Is a Catalyst, Not a Moment
Every March, we celebrate women’s voices for a moment, without changing the conditions they return to the following week. We tell stories about leadership, while leaving systems untouched. We applaud resilience, while quietly normalising the environments that require it. At the same time, women working in customer experience, insight, design, and technology are being asked to shoulder growing responsibility. They’re expected to “do AI”, to move faster, to protect customers and brands — often without clear guardrails, shared accountability, or meaningful authority. The language is optimistic. The reality is far more complex.
That tension sits at the heart of our Manifesto. And it’s why we’re approaching International Women’s Day differently this year.
‘How Women in CX Rewrote the Event Playbook’ by Alyona Medelyan
In this reflection, Inner Circle member and UnConference attendee Alyona Medelyan, CEO and Founder at Thematic, shares her personal take on what made the UnConference so powerful. She explores what it felt like to sit shoulder-to-shoulder with other women in CX, the collective grappling with organisational silos and AI-driven change, and why trust, collaboration, and human connection ultimately matter more than any tool or framework.
Through her lens, Alyona offers a thoughtful reminder that real progress in CX is shaped as much by relationships and community as it is by strategy – and that sometimes, the most meaningful insights emerge when we create space to simply be together.
Why I Believe the Future of CX Must Be Responsible by Design
Customer experience is being asked to carry more responsibility than ever — for growth, retention, trust, efficiency, and brand reputation — while the systems around it are becoming more complex, more automated, and harder to influence. People care deeply about doing this work well. They want to create experiences that work — for customers, for employees, and for the business. But too often, they’re trying to do that inside operating models that were never designed to support good experience in the first place.
That’s why, in 2026, we’ve articulated something we’ve been circling for a long time at Women in CX: Responsible CX by Design.
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