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https://womenincx.community/articles-and-blogs/customer-experience-is-built-in-conversations-not-frameworks monthly 0.5 2026-04-02 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/ac98becd-8e44-45b8-bf7c-8b336e6f6a97/Lady+speaking+with+colleagues+at+a+table Articles & Blogs - ‘Customer Experience Is Built In Conversations, Not Frameworks’ by Freya Finnerty - “The frameworks identify the problems. But fixing them? That’s on us. We can do it through power conversations.” — Freya Finnerty https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/91b2a0fb-8d60-4d03-b44b-368d3c648c3c/2+individuals+mid+discussion+at+an+event Articles & Blogs - ‘Customer Experience Is Built In Conversations, Not Frameworks’ by Freya Finnerty - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/ai-in-customer-experience-why-responsible-cx-by-design-is-becoming-a-leadership-decision monthly 0.5 2026-03-24 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/2f889d2f-9b97-4e13-ad35-0d4164e8a88d/DSC05314.jpg Articles & Blogs - AI in Customer Experience: Why Responsible CX by Design Is Becoming a Leadership Decision - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/be971b25-cacf-4262-af2b-053bc5fb7f8c/DSC05174.jpg Articles & Blogs - AI in Customer Experience: Why Responsible CX by Design Is Becoming a Leadership Decision - “We often end up acting as the custodians of trust” Ewa Davenport https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1a13c2a2-1d5e-45d8-97fc-5e3764b4865a/DSC05295.jpg Articles & Blogs - AI in Customer Experience: Why Responsible CX by Design Is Becoming a Leadership Decision - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/9724fd9c-a0b2-494d-a353-44a360d5617d/DSC05397.jpg Articles & Blogs - AI in Customer Experience: Why Responsible CX by Design Is Becoming a Leadership Decision - “If CX isn’t involved in the design, the outcomes aren’t very good” Sandrea Morgan https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/7ed4bbea-34d4-4ede-89c3-2b8c90f47ac0/Helen+Shaffer+talking+during+Panel+Discussion+at+Women+in+CX+International+Women%E2%80%99s+Day+CX+Lab Articles & Blogs - AI in Customer Experience: Why Responsible CX by Design Is Becoming a Leadership Decision - “If we automate within the system that already exists, we’re just going to amplify [those issues]” Helen Shaffer https://womenincx.community/articles-and-blogs/ai-in-customer-experience-why-leadership-judgement-now-matters-more-than-technology monthly 0.5 2026-03-24 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/ae138457-9aca-4ba9-a099-fd88bdd12687/9A7A9592_Edit+%281%29.jpg Articles & Blogs - AI in Customer Experience: Why Leadership Judgement Now Matters More Than Technology - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/beyond-the-hype-why-95-of-ai-pilots-fail-in-cx-and-what-the-5-do-differently monthly 0.5 2026-03-16 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8bcf97d9-dfd8-4505-8f4f-3c56a8de665b/HFA06725.jpg Articles & Blogs - Beyond the Hype: Why 95% of AI Pilots Fail in CX — and What the 5% Do Differently - “Some parts of the business care about hype metrics. But my focus was CSAT and employee experience. I benchmarked both at the beginning — because that’s how you know if it’s actually working.” Sandrea Morgan https://womenincx.community/articles-and-blogs/ai-voice-agents-are-not-a-contact-center-tool-theyre-an-operating-model-decision monthly 0.5 2026-02-11 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/f47ca099-8ecb-4c2d-af24-f2ab150428c2/unnamed.png Articles & Blogs - ‘AI Voice Agents Are Not a Contact Center Tool – They’re an Operating Model Decision’ by Stacy Dye - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/shaping-responsible-cx-together-why-womens-history-month-is-a-catalyst-not-a-moment monthly 0.5 2026-02-12 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8696941e-62bd-4907-82c8-dfb2208ddd8d/IMG_6647.jpg Articles & Blogs - Shaping Responsible CX, Together: Why Women’s History Month Is a Catalyst, Not a Moment - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8257b7fc-6b18-4627-b472-551cf486ef1d/HFA05754.jpg Articles & Blogs - Shaping Responsible CX, Together: Why Women’s History Month Is a Catalyst, Not a Moment - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/how-women-in-cx-rewrote-the-event-playbook monthly 0.5 2026-01-28 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/06bfe306-34df-4eb8-b64e-3ff2bddc366f/IMG_7302.png Articles & Blogs - ‘How Women in CX Rewrote the Event Playbook’ by Alyona Medelyan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/720fb741-6ad2-4c08-9413-c8b3865f6aa7/WhatsApp+Image+2025-11-20+at+13.42.48.jpeg Articles & Blogs - ‘How Women in CX Rewrote the Event Playbook’ by Alyona Medelyan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/why-i-believe-the-future-of-cx-must-be-responsible-by-design monthly 0.5 2026-01-27 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/3b9e0edd-b78f-4607-bc3e-ed22a92cfb23/e5bd873c-e635-4b88-adf4-ccf7be034a82.JPG Articles & Blogs - Why I Believe the Future of CX Must Be Responsible by Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c9c64c4b-a56f-4531-984a-9378fa6340c5/1000021397.jpg Articles & Blogs - Why I Believe the Future of CX Must Be Responsible by Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/wicx-predicts-the-cx-trends-shaping-2026 monthly 0.5 2026-01-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/a3c1a640-a49b-4ace-8f81-57260bdfd338/HFA05750.jpg Articles & Blogs - WiCX Predicts: The CX Trends Shaping 2026 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/656ef086-b10d-40aa-bcd2-628ec906f467/9A7A8737_Edit.jpg Articles & Blogs - WiCX Predicts: The CX Trends Shaping 2026 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/49ee7b68-aea8-4fbb-8de8-dc709014263d/9A7A9776.JPG Articles & Blogs - WiCX Predicts: The CX Trends Shaping 2026 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/beyond-the-hype-why-women-in-cx-must-lead-the-next-era-of-human-centred-ai monthly 0.5 2025-12-10 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/6a2fd95f-601d-4fba-a934-8c84eee8a262/9A7A9428_.jpg Articles & Blogs - Beyond the Hype: Why Women in CX Must Lead the Next Era of Human-Centred AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/9997441a-1d7f-4263-a229-2ea8b0f773cb/9A7A9389.JPG Articles & Blogs - Beyond the Hype: Why Women in CX Must Lead the Next Era of Human-Centred AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/492a0ff6-cd1a-4e5d-909e-b2446b7a8179/9A7A9526_Edit.jpg Articles & Blogs - Beyond the Hype: Why Women in CX Must Lead the Next Era of Human-Centred AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/beyond-the-map-why-journey-management-not-orchestration-is-the-next-frontier-for-the-us-cx-industry monthly 0.5 2025-12-04 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/9b168f96-45ae-4959-af80-7bf262230107/9A7A8977_Edit.jpg Articles & Blogs - Beyond the Map: Why Journey Management — Not Orchestration — Is the Next Frontier for the US CX Industry - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/86940fac-a8cc-4ffe-b8ea-d88ee71075b3/9A7A9002_Edit.jpg Articles & Blogs - Beyond the Map: Why Journey Management — Not Orchestration — Is the Next Frontier for the US CX Industry - “Everyone talks about journey orchestration, but most organisations — especially in the U.S. — aren’t ready. The real next step is governance. Shared tags, shared definitions, shared metrics.” – Ania Rodriguez https://womenincx.community/articles-and-blogs/the-new-listening-imperative-why-its-time-for-cx-to-move-beyond-nps monthly 0.5 2025-12-04 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/01fab4a6-fe38-4c0b-b20f-80d97ba4d4a8/IMG_7522.jpg Articles & Blogs - The New Listening Imperative: Why It’s Time for CX to Move Beyond NPS - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/656ef086-b10d-40aa-bcd2-628ec906f467/9A7A8737_Edit.jpg Articles & Blogs - The New Listening Imperative: Why It’s Time for CX to Move Beyond NPS - “I wasn’t against NPS. I was against reducing experience to NPS. Customers are sharing their story everywhere. Reviews, calls, chat, social. We just weren’t listening.” – Pat Osorio https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c69559c9-1f2c-4a5c-b41e-a7af6a597d24/9A7A8764_Edit.jpg Articles & Blogs - The New Listening Imperative: Why It’s Time for CX to Move Beyond NPS - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/beyond-the-ticket-reclaiming-the-human-heart-of-customer-experience monthly 0.5 2025-10-10 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/f01f0c5f-e5d4-4f16-9523-bb6fc56c943f/WhatsApp+Image+2025-10-09+at+16.22.46.jpg Articles & Blogs - Beyond the Ticket: Reclaiming the Human Heart of Customer Experience - Because ‘being commercial’ should no longer be ‘the goal’ — that should be a given. The real challenge for CX leaders today is delivering both: human connection and commercial impact in equal measure. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/0edf6f41-50da-4859-839d-da389ab06f14/unsplash-image-Hcfwew744z4.jpg Articles & Blogs - Beyond the Ticket: Reclaiming the Human Heart of Customer Experience - Proactive support didn’t just solve problems — it fuelled success. And success, of course, is the most commercial outcome of all. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/2e5724d6-5a48-4508-8de8-adbafb49dbde/image-asset.jpg Articles & Blogs - Beyond the Ticket: Reclaiming the Human Heart of Customer Experience - In an industry obsessed with speed, slowing down is a radical act — and a commercially sound one. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/81f639ff-4a23-456c-a124-8e0d179c8502/unsplash-image-wVoP_Q2Bg_A.jpg Articles & Blogs - Beyond the Ticket: Reclaiming the Human Heart of Customer Experience - Empowerment isn’t just good for morale. It’s a business multiplier. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/da068b01-f38b-402d-89fe-28e67eee0d85/unsplash-image-0VGG7cqTwCo.jpg Articles & Blogs - Beyond the Ticket: Reclaiming the Human Heart of Customer Experience - Human connection isn’t a sentimental concept. It’s what keeps customers — and revenue — coming back. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/cbfecab6-2d62-4b83-aef2-a8a4d4f902e6/image-asset.jpg Articles & Blogs - Beyond the Ticket: Reclaiming the Human Heart of Customer Experience - But in a world where technology, pricing, and processes are easily copied, the next frontier of competitiveness isn’t in the data — it’s in the feeling. https://womenincx.community/articles-and-blogs/champions-of-change-how-women-in-cx-are-reshaping-customer-and-colleague-experiences monthly 0.5 2025-10-07 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c2360b87-0fb4-4a10-bebb-db4628d0bbbc/image-asset.jpg Articles & Blogs - Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences - “If we’re not listening to our customers, we’re letting everyone down — our customers, our colleagues, and the business. Unhappy customers don’t just hurt profits; they drive up costs, damage employee experience, and create a ripple effect that impacts everyone.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5eccf585-4525-4a48-a773-41c4308bfe49/image-asset.jpg Articles & Blogs - Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences - “Great customer experiences are never accidental — they’re built on a foundation of operational excellence. Streamlining our processes and documentation wasn’t merely about efficiency; it fundamentally improved how quickly customers realised value.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/24aab082-d094-4894-a8e8-ba1a5cc5e0b2/unsplash-image-FWVMhUa_wbY.jpg Articles & Blogs - Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences - “The success of the initiative was driven not only by technology, but by a cultural transformation — one that valued customer consistency while empowering local teams to bring their expertise to the table.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5f02f409-d354-497c-8d60-6d5ba5df99db/image-asset.jpg Articles & Blogs - Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences - What made the biggest difference wasn’t just the tools or the visuals, but the mindset shift it created. People started to see CX not as a department’s responsibility, but as a creative, collaborative process that everyone could contribute to.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c3c2c9c7-a253-4568-9129-7d8db5cef523/unsplash-image-efgpRGeu9tg.jpg Articles & Blogs - Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences - “When we’re transparent and proactive in closing the loop, even dissatisfaction can become loyalty.” https://womenincx.community/articles-and-blogs/whats-next-in-cx-beyond-the-map-and-into-journey-orchestration monthly 0.5 2025-10-01 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/442bb3a7-52b3-4a55-8a98-0ed0f1ebea09/BEYOND+THE+MAP.jpg Articles & Blogs - What’s Next in CX: Moving Beyond the Map and Into Journey Orchestration - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/whats-next-in-cx-moving-beyond-the-hype-of-ai-and-automation monthly 0.5 2025-10-01 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/ab2ac5f0-2eeb-4d9c-a1ff-2bb321850d11/beyond+ai.jpg Articles & Blogs - What’s Next in CX: Moving Beyond the Hype of AI and Automation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/whats-next-in-cx-moving-beyond-nps-the-future-of-customer-listening monthly 0.5 2025-10-01 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/a4ca9f4f-896a-4f56-8c83-69d8201ee272/nps.jpg Articles & Blogs - What’s Next in CX: Moving Beyond NPS, The Future of Customer Listening - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/women-in-cx-announces-global-2025-unconferences-in-berlin-miami-under-the-bold-theme-moving-beyond monthly 0.5 2025-10-01 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/66a57a7a-d91a-414b-a8cf-cf4958ba7412/SQUARE+THUMBNAIL+WICX+SAVE+THE+DATE+1%403x.png Articles & Blogs - Women in CX Announces Global 2025 UnConferences in Berlin & Miami Under the Bold Theme: “Moving Beyond” - Two Cities, One Voice The 2025 theme, “Moving Beyond,” is a rallying cry for women to challenge outdated CX models and reimagine the future of the industry — one that’s more inclusive, impactful, human-centred, and led by women. “The CX industry is at a crossroads,” said Clare Muscutt, Founder and CEO of Women in CX. “As AI, automation, and broken corporate systems evolve faster than ever, we need to stop maintaining the status quo and start designing something better. ‘Moving Beyond’ is about stepping into that space — and women are best placed to lead the change with empathy, innovation, and real-world collaboration.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/04552e80-11ed-42ef-802b-c8d77b830474/WICX_IWD-187.jpg Articles & Blogs - Women in CX Announces Global 2025 UnConferences in Berlin & Miami Under the Bold Theme: “Moving Beyond” - Each UnConference is a 24-hour immersive experience designed to create meaningful impact — not just another day of passive listening. Only 50 women per city – a group curated for high trust, high energy and high quality conversations Inspiring panels from women leading change in CX, tech, and business sharing their lived experiences Open Space Technology – where attendees create the agenda and hold the mic No slides. No suits. Just bold conversations that matter Only one night away — the agenda starts at 11:30am (Day 1) and finishes by 3:30pm (Day 2) to support busy women Free professional headshots to elevate your personal brand and use post-event Exclusive WiCX UnConference goodie bags Evening entertainment with a local twist: Miami: A rooftop pool party with mojitos, salsa dancing, and skyline views Berlin: Riverside garden BBQ and storytelling experience under the stars https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/f4b7b9e7-777b-4781-a114-c39b7fbba1ea/WICX_IWD-121.jpg Articles & Blogs - Women in CX Announces Global 2025 UnConferences in Berlin & Miami Under the Bold Theme: “Moving Beyond” - WiCX was the first to bring the UnConference format to the CX industry, and in 2025, it’s back — bigger and bolder than ever. Rather than watching from the sidelines, attendees shape the conversation using Open Space Technology — a participant-led format where women propose the topics they want to explore. Grounded in the Law of Two Feet, participants move freely between conversations to find the sessions where they can contribute the most or learn the most. They then break out into small, self-organised groups to dive deeper into subtopics and co-create practical solutions to the challenges raised. The outputs of these honest, real-world conversations are captured in the WiCX UnConference 2025 Playbook — a collaborative publication documenting the most pressing issues, boldest ideas, and collective actions shared by the community. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/db6db05f-53f9-4e25-a35f-110dcbdba000/WICX_IWD-203.jpg Articles & Blogs - Women in CX Announces Global 2025 UnConferences in Berlin & Miami Under the Bold Theme: “Moving Beyond” - The UnConference 2025 theme challenges the industry to rethink and reframe its priorities: Leaving behind: Burnout, bias, and broken systems CX as a silo, not a strategic driver Journeys seen as problems to fix, not opportunities to design NPS and outdated metrics as sole indicators of success The belief that human and commercial value must be a trade off “Going global with the UnConference is a defining moment for our community,” Muscutt added. “It proves what’s possible when women come together to build something different. With Foundever’s support, we’re scaling impact — while staying true to what makes this experience powerful: real voices, real leadership, and a community that’s ready to shape what comes next in CX.” https://womenincx.community/articles-and-blogs/what-to-expect-at-wicx-unconference-2025 monthly 0.5 2025-07-31 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1498f57f-5a2e-4c3d-af81-6fc9404b366d/WICX_IWD-192.jpg Articles & Blogs - What to Expect at WiCX UnConference 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/bf4a72ad-acfb-403b-ab9d-45d76f2b3e9f/WICX_IWD-085.jpg Articles & Blogs - What to Expect at WiCX UnConference 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/cb797568-bc95-4580-8d30-0e84dba00de6/WICX_IWD-187.jpg Articles & Blogs - What to Expect at WiCX UnConference 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/d3a19716-0dd2-45fc-9a8f-565699e3a0ff/WICX_IWD-139.jpg Articles & Blogs - What to Expect at WiCX UnConference 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/women-in-cx-announce-groundbreaking-2025-unconference-theme-moving-beyond monthly 0.5 2025-07-31 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/61fb60a0-73a0-41d2-bc19-4c03d1a3642f/WICX_IWD-203.jpg Articles & Blogs - Women in CX Announce Groundbreaking 2025 UnConference Theme: Moving Beyond - “Technology is accelerating, but the conversation in CX hasn’t caught up,” says Clare Muscutt, founder and CEO of Women in CX. “At most industry events, we’re still talking about the same metrics, models, tech hype, and pain points we were a decade ago—while women are dealing with burnout, bias, and broken systems in real time. We’re saying: enough. We need a new blueprint for the future of CX. It’s time to move beyond. It’s time for women to lead”. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/4358b831-2600-4e25-97f1-f7ebece3df21/WICX_IWD-138.jpg Articles & Blogs - Women in CX Announce Groundbreaking 2025 UnConference Theme: Moving Beyond - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/edcffa91-5c7e-4487-b950-7a25ca3eb790/YOUTUBE+WICX+SAVE+THE+DATE+1%403x.png Articles & Blogs - Women in CX Announce Groundbreaking 2025 UnConference Theme: Moving Beyond https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/df41febe-83c0-4e11-b52b-3d9775fe14fa/YOUTUBE+WICX+SAVE+THE+DATE+1%403x-1.png Articles & Blogs - Women in CX Announce Groundbreaking 2025 UnConference Theme: Moving Beyond https://womenincx.community/articles-and-blogs/the-experience-paradox-why-better-satisfaction-scores-dont-always-mean-growth monthly 0.5 2025-07-31 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/d421c930-9762-4505-afd2-702ba8829394/75%25+pic+ss.png Articles & Blogs - The Experience Paradox: Why Better Satisfaction Scores Don't Always Mean Growth - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/29b57827-5de8-47fa-a68d-9c028961f853/beyond+satisfaction+ss+pic.png Articles & Blogs - The Experience Paradox: Why Better Satisfaction Scores Don't Always Mean Growth - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/member-spotlight-tammy-benevento-pinkerton monthly 0.5 2025-07-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/dabba1b0-2e05-44aa-83f2-2f6e1f263b37/Screenshot_20250627_213410_WhatsApp+-+Tammy+Benevento.jpg Articles & Blogs - Member Spotlight: Tammy Benevento (Pinkerton) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/bca0f865-837f-4e48-a55f-44de4d19c930/20250425_172654+-+Tammy+Benevento.jpg Articles & Blogs - Member Spotlight: Tammy Benevento (Pinkerton) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/08e063c9-99a1-4c64-8f66-2a088ea54a97/20220925_163742+-+Tammy+Benevento.jpg Articles & Blogs - Member Spotlight: Tammy Benevento (Pinkerton) - What does feminism mean to you? Please treat me equally. It means my voice holds the same weight, my ideas aren’t dismissed because of my gender, and tasks aren’t assigned based on outdated stereotypes. If we’re in a meeting, it shouldn’t be assumed I’ll take minutes just because I’m a woman. Anyone can do that. https://womenincx.community/articles-and-blogs/beyond-nps-reimagining-customer-connection-in-the-age-of-ai monthly 0.5 2025-07-07 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1751287456234-4ZY90HDL0KHWJ07F440V/unsplash-image-SpVHcbuKi6E.jpg Articles & Blogs - Beyond NPS: Reimagining Customer Connection in the Age of AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1751288351944-AIY8R4GOESU331H7SCP8/unsplash-image-mHusyBu4bxM.jpg Articles & Blogs - Beyond NPS: Reimagining Customer Connection in the Age of AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1751288619085-XSWB3206E6XWIDS9QUEB/image-asset.jpeg Articles & Blogs - Beyond NPS: Reimagining Customer Connection in the Age of AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/member-spotlight-lara-husselbee monthly 0.5 2025-06-30 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/b5ef4a5d-e918-4add-b536-b085f0f3ca71/Me+and+my+mother+Sue+and+brother+Oscar+-+Lara+Husselbee.JPG Articles & Blogs - Member Spotlight: Lara Husselbee - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c8326211-5194-4266-9438-5eb15f4a9fa5/Me+and+my+two+dogs+Honey+and+Olive+-+Lara+Husselbee.png Articles & Blogs - Member Spotlight: Lara Husselbee - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/2174f5eb-fb23-4547-9096-def01b92f73b/Me+on+Wear+it+Purple+Day+at+Macquarie+Group+-+Lara+Husselbee.png Articles & Blogs - Member Spotlight: Lara Husselbee - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5fd1607f-6c96-49d8-aa18-4e611ce8a5ce/Me+and+some+dear+friends+at+a+Queer+wedding+I+MC%27d+-+Lara+Husselbee.JPG Articles & Blogs - Member Spotlight: Lara Husselbee - What does Pride mean to you? Pride, to me, is both a celebration and a protest. It's a time to honour the joy, resilience, and dazzling brilliance of our LGBTQIA+ communities - but also to remember that we're still pushing against systems that don't see us, protect us or want to take our rights away. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/7b9b1f9f-d35c-4293-b58c-db26a72262d4/Me+on+my+most+recent+hike+on+the+Larapinta+Trail+-+Lara+Husselbee.png Articles & Blogs - Member Spotlight: Lara Husselbee - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/what-happens-when-brands-forget-their-values-a-customer-perspective monthly 0.5 2025-05-28 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1746610231669-KYWBLC3SS8P4MFG0FG0Y/unsplash-image--gkndM1GvSA.jpg Articles & Blogs - ‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/074fda57-ba78-4271-a254-b2fa5b1084f2/Screenshot+2025-05-20+at+12.23.19.png Articles & Blogs - ‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan - Young Consumers Abandon Brands that Pull Back on DEI 40% of Gen Zers, and 19% of all consumers, have stopped using or purchasing from brands that contradicted or reversed DEI efforts. Over half (53%) of Gen Z, and 36% of the general population, have, are, or will participate in an economic boycott. 40% of CMOs worldwide think DEI is an important part of what their brand stands for, according to NielsenIQ and GfK https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1748438480509-TF1TS93GUFD6OE7IRNLU/unsplash-image-OVrc1fIrX1E.jpg Articles & Blogs - ‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1746609849535-NNM88QS0C3D7ZR9ZQLLW/unsplash-image-lLNiyrMq0Mg.jpg Articles & Blogs - ‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1748438890855-MAH8NTJ6EMHOOEW14D8L/unsplash-image-n429vnfcSvE.jpg Articles & Blogs - ‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan - When the Trump administration called for eliminating DEI initiatives, Marriott’s CEO, Anthony Capuano, faced a choice. He doubled down: “Political winds blow all different directions…But there are some fundamental truths about this company… We welcome all to our hotels, and we create opportunities for all—and fundamentally, those will never change”. Anthony Capuano https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1746610818395-76CVGSQZ50718XX5Z4DS/unsplash-image-9Um7Huux0as.jpg Articles & Blogs - ‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/leading-with-lived-experience-women-in-cx-speak-up monthly 0.5 2025-05-16 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/9d4f135c-0b05-4bc1-91c2-02bab58858d2/group+2.JPG Articles & Blogs - ‘Leading with Lived Experience: Women in CX Speak Up, Insights from the WiCX Micro Retreat’ by Stephanie Linville - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/d51788de-1441-4cfc-ada9-cc2596710690/health+in+wrokplace.jpg Articles & Blogs - ‘Leading with Lived Experience: Women in CX Speak Up, Insights from the WiCX Micro Retreat’ by Stephanie Linville - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/10b2b581-947e-4d39-9a09-60c2d08602dc/lack+of+mentorship.jpg Articles & Blogs - ‘Leading with Lived Experience: Women in CX Speak Up, Insights from the WiCX Micro Retreat’ by Stephanie Linville - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/2a42ba31-7930-4db3-ac1e-15251124ea63/gender+bias.jpg Articles & Blogs - ‘Leading with Lived Experience: Women in CX Speak Up, Insights from the WiCX Micro Retreat’ by Stephanie Linville - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/terf-wars-safe-spaces-for-all-women-and-redefining-inclusivity-what-the-uk-supreme-court-ruling-means-for-women-cx-and-equality-d4aez monthly 0.5 2025-05-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1ddef26b-a700-4aeb-84ee-3fb333c42b60/TransWomenAreWomen Articles & Blogs - ‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt - TRANSWOMEN ARE WOMEN As the founder of WiCX, my vision has always been to create and nurture a genuinely inclusive community—one that offers a safe and supportive environment for all women. Explicitly including LGBTQ+ women. This explicitly includes the T (trans women). I unequivocally maintain the position that trans women are women, and their contributions and experiences are essential in enriching our understanding and practice of customer experience. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/4b25b921-d072-467b-b296-710b0a048053/womens_march_2020-3673.jpg Articles & Blogs - ‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt - Women in CX is an intersectional feminist organisation whose mission serves as ‘the movement for human-centred business’. WiCX believes that only when we respect and uphold all human rights can we achieve equity. We subscribe to the UN Universal Declaration of Human Rights. We believe everyone has the human right to dignity and to freedom of sexual identity, gender identity and expression. Because none of us are safe until we are all safe. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5876697a-a0e4-4056-a26b-98a27d854334/wheel+of+power+and+privialge+.jpg Articles & Blogs - ‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt - Gender, in the context of customer-facing industries, intersectionality means understanding that policies impact both cis and trans women. Furthermore, it means understanding that gender issues disproportionately affect marginalised communities within the LGBTQ+ spectrum, women of colour or those facing socio-economic disadvantages. A genuinely inclusive customer experience is one that proactively identifies and mitigates these nuanced forms of discrimination and exclusion. it stand out https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/fb3e1bac-3cd8-46cf-9d15-11c521ac2946/Untitled+design+%2822%29.png Articles & Blogs - ‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/472f91a9-5522-4e2d-9bae-10d15511cb08/international-womens-day_a09b7b800cfa2b57431d662fc7a9b13a_2000.jpeg Articles & Blogs - ‘TERF Wars: What the UK Supreme Court Ruling Means for Women, CX, and Gender Equality’ by Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/meet-the-judges-inspiring-women-in-cx-awards-2025 monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/2d9f6b2b-ff73-4bb1-b308-9ab9c5838798/Copy+of+Judge+Badges++Women+in+CX+Awards+2025+%281%29.png Articles & Blogs - Meet the Judges: Inspiring Women in CX Awards 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/do-you-rely-on-traditional-surveys-for-customer-feedback-heres-why-its-time-to-evolve monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1743002914585-Z955YRLJEZCW724DHKPH/unsplash-image-iDbvfTsgO8Y.jpg Articles & Blogs - Do You Rely on Traditional Surveys for Customer Feedback? Here’s Why It’s Time to Evolve - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/0dd078a8-d08d-422a-9e15-2faec9acafce/unsplash-image-_XR5rkprHQU.jpg Articles & Blogs - Do You Rely on Traditional Surveys for Customer Feedback? Here’s Why It’s Time to Evolve - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/accelerating-action-women-in-cx-leading-the-charge-on-iwd monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/6df6287b-f439-40ed-974c-a62ca7b3ee26/marie+5.jpg Articles & Blogs - Accelerating Action: Women in CX Leading the Charge on IWD 2025 - “Super inclusive, intimate networking experience that went beyond the brief of IWD to provide new knowledge and insights.” Vicky Hampson https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1f7264ce-e2d8-407b-9e78-81aadbbe6471/Nanda+2.jpg Articles & Blogs - Accelerating Action: Women in CX Leading the Charge on IWD 2025 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/a660a2bc-c197-4d6b-a252-38360cdea32b/WICX_IWD-213.jpg Articles & Blogs - Accelerating Action: Women in CX Leading the Charge on IWD 2025 “The business case for diverse leadership has never been stronger.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/af9af406-298d-45b5-a14b-2790c6350bfa/WICX_IWD-259.jpg Articles & Blogs - Accelerating Action: Women in CX Leading the Charge on IWD 2025 This energy carried into the panel discussion, where an incredible lineup of female leaders—Megs Armour, Shameem Smillie, Ewa Davenport, and Clare Muscutt—led a powerful conversation on how we can rise above the challenges threatening DEI progress and continue to push boundaries. Moderated by the fantastic Oriana Ascanio, the panel sparked invaluable insights that left attendees feeling motivated and ready to make a difference. Reflecting on the discussion, Clare White said it was “a thought-provoking, honest and authentic panel discussion.” This event was about more than just one morning—it was a spark igniting something far bigger. As companies pull back on DEI, we’re doubling down on our commitment to creating spaces where women’s voices are not just heard but celebrated. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/d1fccf36-cbf7-4c14-ba4e-7f8aba5b8411/shabreen+1.jpeg Articles & Blogs - Accelerating Action: Women in CX Leading the Charge on IWD 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/womens-history-month-2025-why-gender-equality-is-at-a-crossroads-and-what-we-must-do-next-by-clare-muscutt monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1632f4a6-51a4-4bf0-ad9d-36d87ab1b3f8/Protest.jpg Articles & Blogs - ‘Women's History Month 2025: Why Gender Equality is at a Crossroads and What We Must Do Next,’ by Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1742306399531-2AZSP5ZC5OE0A3Q2QFMT/image-asset.jpeg Articles & Blogs - ‘Women's History Month 2025: Why Gender Equality is at a Crossroads and What We Must Do Next,’ by Clare Muscutt “The business case for diverse leadership has never been stronger.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1742373878865-R6JY1HM4MXABE4JY9J7W/unsplash-image-CvyRP10doo0.jpg Articles & Blogs - ‘Women's History Month 2025: Why Gender Equality is at a Crossroads and What We Must Do Next,’ by Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/layer-by-layer-the-secret-recipe-behind-the-cake-bake-shops-cx-success-by-stephanie-linvillenbsp monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/9a8870d8-7eee-4bd1-8dfb-06617aa496ad/Cakebake.jpg Articles & Blogs - ‘Layer by Layer: The Secret Recipe Behind The Cake Bake Shop’s CX Success,’ by Stephanie Linville  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/52ddb49a-72a9-44aa-8539-e6f32ede6a81/Cakebake2s.jpg Articles & Blogs - ‘Layer by Layer: The Secret Recipe Behind The Cake Bake Shop’s CX Success,’ by Stephanie Linville  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/f4de81df-81c8-4462-b82d-be826cc2dced/me+at+christmas+2020-3.jpg Articles & Blogs - ‘Layer by Layer: The Secret Recipe Behind The Cake Bake Shop’s CX Success,’ by Stephanie Linville  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/standing-strong-the-fight-for-diversity-equity-and-inclusion-in-times-of-setback monthly 0.5 2025-01-31 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1738311994117-K3TGPP90LL2WZZFQMKZ9/unsplash-image-8oB43mw658c.jpg Articles & Blogs - Standing Strong: The Fight for Diversity, Equity, and Inclusion in Times of Setback - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/51a05f8a-3576-45d3-aefa-48a19704bede/DSC03603.jpg Articles & Blogs - Standing Strong: The Fight for Diversity, Equity, and Inclusion in Times of Setback - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/wicx-predicts-the-cx-trends-shaping-2025 monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/132c42cb-ffda-40bf-9bae-6b4bf34e82b9/unsplash-image-fbDPzqOXwuY.jpg Articles & Blogs - WiCX Predicts: The CX Trends Shaping 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1732891161334-F4COBR747EYCKE6GGKJC/unsplash-image-QofjUnxy9LY.jpg Articles & Blogs - WiCX Predicts: The CX Trends Shaping 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1732892195198-F4EGKA7NTJKEMPHHIGZ5/unsplash-image-U3sOwViXhkY.jpg Articles & Blogs - WiCX Predicts: The CX Trends Shaping 2025 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/from-silos-to-synergy-takeaways monthly 0.5 2024-11-28 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/f5c7cae5-6d7e-4b86-8c0c-1962e41a77a3/Screenshot+2024-11-27+at+11.47.35.png Articles & Blogs - Key Takeaways | From Silos to Synergy: Building a Unified Customer Journey Framework with Marion Boberg As we all know, the customer experience is not linear. You can come in at different steps in the journey, you can go out at different steps of the journey, and you might create thousands of journeys. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/abb250d4-876d-4619-92c2-4904bcd8a78e/Screenshot+2024-11-27+at+11.52.37.png Articles & Blogs - Key Takeaways | From Silos to Synergy: Building a Unified Customer Journey Framework with Marion Boberg - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/9036319f-0bcc-48b9-988b-72ca161172b4/Screenshot+2024-11-27+at+11.55.46.png Articles & Blogs - Key Takeaways | From Silos to Synergy: Building a Unified Customer Journey Framework with Marion Boberg One method for utilising a customer journey framework is through a data-informed opportunities map. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/4f7b3ffe-5000-4e55-a958-f3ce97752e50/Screenshot+2024-11-27+at+11.59.27.png Articles & Blogs - Key Takeaways | From Silos to Synergy: Building a Unified Customer Journey Framework with Marion Boberg - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/celebrating-wicx-unconference-empowering-women-transforming-cx-by-serena-riley monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/96e0df03-de79-4019-807f-d039db4c0aa4/Screenshot+2024-10-31+at+10.54.40.png Articles & Blogs - ‘Celebrating WiCX UnConference: Empowering Women, Transforming CX,’ by Serena Riley “One philosophy I have long championed is that CX should be about more than just metrics or quick fixes—it’s about people.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/ac2d74c0-b12d-4ea0-9761-303dd9ebeefb/Screenshot+2024-10-31+at+10.51.27.png Articles & Blogs - ‘Celebrating WiCX UnConference: Empowering Women, Transforming CX,’ by Serena Riley - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5886239a-59bc-4ed9-91df-706a7a4377fb/Screenshot+2024-10-31+at+10.54.47.png Articles & Blogs - ‘Celebrating WiCX UnConference: Empowering Women, Transforming CX,’ by Serena Riley “There’s nothing like knowing you have allies in the journey—especially in a field where advocating for CX can sometimes feel like an uphill battle.” https://womenincx.community/articles-and-blogs/leading-with-inclusion-article monthly 0.5 2024-11-27 https://womenincx.community/articles-and-blogs/always-human-article-david-wales monthly 0.5 2024-10-14 https://womenincx.community/articles-and-blogs/mental-fitness-for-professional-success monthly 0.5 2024-10-03 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/07246d41-0d64-4246-9541-5ae82780942c/Screenshot+2024-09-16+at+14.45.52.jpg Articles & Blogs - The Power of Mental Fitness for Professional and Personal Success, with Maria Jeffers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/2557f3f9-1d8b-4404-b16f-34a8fef1f92f/Screenshot+2024-09-16+at+14.47.20.png Articles & Blogs - The Power of Mental Fitness for Professional and Personal Success, with Maria Jeffers - Through factor analysis, which allows us to simplify a set of complex variables or items using statistical procedures, we have learnt that ten Saboteurs (self-sabotaging behaviours) formed during childhood that hinder our potential. These patterns can be categorised into a primary saboteur and nine additional accomplices. Understanding and addressing these patterns is crucial for enhancing personal and professional effectiveness. https://womenincx.community/articles-and-blogs/cx-day-2024-our-biggest-lessons-learned-in-cx monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/58b5c927-1299-42cc-977e-0ab03b98d0ee/unsplash-image-TXxiFuQLBKQ.jpg Articles & Blogs - CX Day 2024: Our Most Important Customer Experience Lessons - “Start with the business and treat senior stakeholders as customers in discovery, to understand thoroughly what the business is trying to achieve strategically.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/04966593-84d4-4ae4-9729-5e78208a5d54/unsplash-image-X1GZqv-F7Tw.jpg Articles & Blogs - CX Day 2024: Our Most Important Customer Experience Lessons - “One of the biggest lessons in customer experience is that empathy is the foundation of lasting relationships.” https://womenincx.community/articles-and-blogs/international-day-of-charity-2024-member-spotlight monthly 0.5 2024-09-05 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/0c2d5762-a0fc-409e-a25a-24925188407f/IMG_2921+-+CandaceP.jpg Articles & Blogs - Member Spotlight: International Day of Charity 2024, with Candace Powell - Moving to community services, I’ve learned more about what is hidden in plain sight within society, the far-reaching ripple effects of male-perpetrated violence, and the insidious discriminatory design of societal systems that perpetuate disadvantage and greed. I have, therefore, become even more political and values-driven. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/e427faac-3802-45fe-83c2-37d89f0e3ece/IMG_2366+-+CandaceP.jpg Articles & Blogs - Member Spotlight: International Day of Charity 2024, with Candace Powell - Relating or bridging CX theory and design principles to social work practice requires sensitivity, empathy, deep listening, pragmatism, and creativity - especially if you’re trying to map and/or standardise anything. It also demands consideration to the client’s circumstance and the social impact outside of the organisation for greater system and policy change. https://womenincx.community/articles-and-blogs/similar-but-different-harmonising-customer-and-employee-programs-by-tamar-cohen monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1722587781830-ZTL72J4PV5DQ16A0EHLL/unsplash-image-Q3l3VVARmOE.jpg Articles & Blogs - ‘Similar but Different: Harmonising Customer and Employee Programs,’ by Tamar Cohen “Look at what is happening, why it is happening, and to whom. This allows you to maintain a more human understanding.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1722587989933-IA4JHQMQU5F1J8UWAVZ6/unsplash-image-KAULAzQwxzE.jpg Articles & Blogs - ‘Similar but Different: Harmonising Customer and Employee Programs,’ by Tamar Cohen “When it comes to designing EX programs, merely collecting feedback without meaningful employee involvement can be ineffective.” https://womenincx.community/articles-and-blogs/balancing-motherhood-and-career-real-stories-from-women-in-cx monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1721811676912-UCU0OKOQPAKWVRE84D9U/unsplash-image-a104tlUezug.jpg Articles & Blogs - Balancing Motherhood and Career: Real Stories from Women in CX “We are not superheroes; some of us do it because we need to, others because this is what makes us feel we have a purpose. But we can't pretend it is easy.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1721811781197-G22YH8SL7YBA26PNT6HR/unsplash-image-rUc9hVE-L-E.jpg Articles & Blogs - Balancing Motherhood and Career: Real Stories from Women in CX - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c3627e78-cc3d-43eb-8a06-f36688f44fa6/unsplash-image-zIzsLS2rYF8.jpg Articles & Blogs - Balancing Motherhood and Career: Real Stories from Women in CX “The traditional job market, with rigid hours, wouldn't provide the flexibility I needed for two young children.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/07aea967-d6a5-4041-b92a-2177e42c0222/unsplash-image-n-b4wcNr4Jc.jpg Articles & Blogs - Balancing Motherhood and Career: Real Stories from Women in CX - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1721813804217-44D9Z78IB8ZNYUV3NW7B/unsplash-image-KIRdvolH2yc.jpg Articles & Blogs - Balancing Motherhood and Career: Real Stories from Women in CX “Two-fifths of working mothers in the UK have turned down a promotion because of childcare pressures, and some 85% say that they have struggled to find a job that can accommodate their childcare needs.” https://womenincx.community/articles-and-blogs/how-to-improve-cx-using-data-and-tech-by-clare-muscutt monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1719575677159-Z2QDOOB7CUOYCMUNUQG3/image-asset.jpeg Articles & Blogs - ‘How to Improve CX Using Data and Tech’, by Clare Muscutt “In order to communicate a well-informed argument about CX, you need to have all the facts.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1719575796026-3IPXN97IR134F0IREJG0/image-asset.jpeg Articles & Blogs - ‘How to Improve CX Using Data and Tech’, by Clare Muscutt “Many businesses make the wrong choices and lose customers for it.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1719575988085-UJ3DOUIJ27MORTZFI9Q5/image-asset.jpeg Articles & Blogs - ‘How to Improve CX Using Data and Tech’, by Clare Muscutt “I would warn you to be very wary of salespeople pitching technology solutions that will miraculously cure all ills and deliver a seamless CX.” https://womenincx.community/articles-and-blogs/what-do-nps-scores-really-mean-by-clare-muscutt monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/bb209a77-fd7c-455f-9a21-fad787202024/Screenshot+2024-06-25+at+11.26.54.png Articles & Blogs - ‘What Do NPS Scores Really Mean?’ By Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5d48280f-a594-45c7-a371-b1157b60b3ba/Net+Promoter+Score.png Articles & Blogs - ‘What Do NPS Scores Really Mean?’ By Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/d13a94e4-e58d-4d1e-85af-db8dd284e675/Copy+of+Net+Promoter+Score.png Articles & Blogs - ‘What Do NPS Scores Really Mean?’ By Clare Muscutt “A ‘good NPS’ will depend on the industry and country a business is in.” https://womenincx.community/articles-and-blogs/conversations-with-the-c-suite-with-oke-eleazu monthly 0.5 2024-09-16 https://womenincx.community/articles-and-blogs/event-summary-leading-audaciously-in-the-age-of-ai monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/44fb7995-4429-44cd-9237-058903f55644/Screenshot+2024-06-06+at+10.48.20.png Articles & Blogs - Event Summary: Leading Audaciously in the Age of AI “Many organisations make the fundamental misstep of focusing too much on the technology itself rather than the human needs we should serve.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8fbe7b9b-6ad7-47b9-a67c-90e65357bea1/Screenshot+2024-06-06+at+10.46.55.png Articles & Blogs - Event Summary: Leading Audaciously in the Age of AI “The most ambitious approach to customer experience work, is aiming to deliver inclusive and accessible customer experiences.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/98b2f66c-7c63-4054-9a25-bafb335554cf/Screenshot+2024-06-06+at+10.48.35.png Articles & Blogs - Event Summary: Leading Audaciously in the Age of AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/b752d535-e9b2-4913-a314-3bfbccf62257/Screenshot+2024-06-06+at+10.50.02.png Articles & Blogs - Event Summary: Leading Audaciously in the Age of AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/78324868-66f6-4923-9d35-74896f86ab4d/Screenshot+2024-06-06+at+10.54.43.png Articles & Blogs - Event Summary: Leading Audaciously in the Age of AI "How can we cut through the noise and buzz around AI to make smart decisions?" https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1d92cf4d-b5ad-40d1-806e-086d0ba39319/Screenshot+2024-06-06+at+10.51.20.png Articles & Blogs - Event Summary: Leading Audaciously in the Age of AI - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/breaking-through-barriers-turning-imposter-syndrome-into-your-success-catalyst-with-natalia-cerezo-martin monthly 0.5 2026-03-09 https://womenincx.community/articles-and-blogs/the-experience-operating-systemtm-the-employee-view-by-tamar-cohen monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1715766700257-J8U04Z34WLVBNYGQEBOW/image-asset.jpeg Articles & Blogs - ‘The Experience Operating SystemTM - The Employee View’ by Tamar Cohen “To ensure you have the right partners, and to remove roadblocks early on, you need to understand who these leaders are, what the challenges are and work that into your strategy.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/01a74987-8dcb-411d-a730-e487041fa759/image-asset.jpg Articles & Blogs - ‘The Experience Operating SystemTM - The Employee View’ by Tamar Cohen “To create a complete experience, the design approach requires an understanding of the whole set of impact points.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1715767099094-U1HSFRHCQ8AAV68RADKP/image-asset.jpeg Articles & Blogs - ‘The Experience Operating SystemTM - The Employee View’ by Tamar Cohen “While in some cases, the EX technology is part of the CX stack, some organisations require a separate EX tech stack to protect sensitive and restricted data.” https://womenincx.community/articles-and-blogs/shattering-the-glass-ceiling-and-climbing-the-broken-rung-empowering-women-through-sponsorship-by-alejandra-arguelles monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/94cbce69-9951-4da6-afa1-35bd67aa8962/image-asset.jpg Articles & Blogs - ‘Shattering the Glass Ceiling and Climbing the Broken Rung: Empowering Women Through Sponsorship’, by Alejandra Arguelles - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1713795400183-3A5FGH74Y2LI95VQPOH6/image-asset.jpeg Articles & Blogs - ‘Shattering the Glass Ceiling and Climbing the Broken Rung: Empowering Women Through Sponsorship’, by Alejandra Arguelles - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1713795634666-OU5KKY1N2A3PBG4HDH3E/image-asset.jpeg Articles & Blogs - ‘Shattering the Glass Ceiling and Climbing the Broken Rung: Empowering Women Through Sponsorship’, by Alejandra Arguelles - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/wicx-talk-trends-how-ai-and-technology-are-redefining-cx monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1715245854753-7Y2SKS4ZGWYM1I7VOXKQ/image-asset.jpeg Articles & Blogs - WiCX Talk Trends: How AI and Technology are Redefining CX - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c39028e4-37d9-4df4-8d55-646d4fcbfa5a/image-asset.jpg Articles & Blogs - WiCX Talk Trends: How AI and Technology are Redefining CX - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/from-insight-to-impact-a-case-study-proving-the-inextricable-link-between-ex-and-cx-in-b2b-with-clare-white monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/d11c259b-cea6-4205-81dc-3316b02cfea3/image-asset.jpg Articles & Blogs - ‘From Insight to Impact: A Case Study Proving the Inextricable Link Between EX and CX in B2B,’ with Clare White - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1713523958193-ZPLC2H36C6XB5AMDFKGV/image-asset.jpeg Articles & Blogs - ‘From Insight to Impact: A Case Study Proving the Inextricable Link Between EX and CX in B2B,’ with Clare White - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/insights-from-the-community-enhancing-customer-and-business-outcomes-through-effective-cx-design monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1714389875091-Q21D24RPAMSRJ9RBJA05/image-asset.jpeg Articles & Blogs - Insights from the Community: Enhancing Customer and Business Outcomes through Effective CX Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1714390495577-VJQC4CMNPKFEBTAHBH2G/image-asset.jpeg Articles & Blogs - Insights from the Community: Enhancing Customer and Business Outcomes through Effective CX Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1714390054021-OKHI3CUZLGY7EYPM32LY/image-asset.jpeg Articles & Blogs - Insights from the Community: Enhancing Customer and Business Outcomes through Effective CX Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1714390209363-9HVHFORKN4VH0IQTRBFP/image-asset.jpeg Articles & Blogs - Insights from the Community: Enhancing Customer and Business Outcomes through Effective CX Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/embracing-customer-centric-harmony-crafting-experiences-that-strike-the-right-chord-by-olga-potaptseva monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/221e0f73-2a53-4c32-bad6-ee2c7b40908e/Screenshot+2024-04-09+at+15.59.56.png Articles & Blogs - ‘Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,’ by Olga Potaptseva - Make it stand out Source: European Customer Consultancy: ECC https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1712674912674-RMB9XP3YUNAE66H3NZI0/image-asset.jpeg Articles & Blogs - ‘Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,’ by Olga Potaptseva “Innovation serves as the rhythm that drives the symphony of customer experience.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1712675419344-U9HLLSILYPRAMSOOXHI6/image-asset.jpeg Articles & Blogs - ‘Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,’ by Olga Potaptseva “At the heart of customer-centric harmony lies the art of crafting experiences that leave a lasting impression.” https://womenincx.community/articles-and-blogs/oumk5h1pp2v2hu9etfj42kbsygvnk8 monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/441df997-9328-4b4e-9b4c-192f2e9c3676/image-asset.jpg Articles & Blogs - Earth Day 2024: ‘Why Sustainability Matters to CX & EX’, by Clare Muscutt “55% of consumers say they still base their purchasing decisions on convenience and cost over sustainability and environmental impact.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1713189766904-3RNGVAU8F34ERMQM54TD/image-asset.jpeg Articles & Blogs - Earth Day 2024: ‘Why Sustainability Matters to CX & EX’, by Clare Muscutt “Public opinion, consumer purchasing power, the speed and transparency of information sharing via social media, and even industry-led activism has made it easier for stakeholders to hold organisations accountable for their actions.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c762e994-08ec-4ebe-9fda-836e4ee39337/image-asset.jpg Articles & Blogs - Earth Day 2024: ‘Why Sustainability Matters to CX & EX’, by Clare Muscutt “If you currently don’t measure sustainability, ESG/CSR could be a great question to ask in the next round of research.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1713189295503-4ZC7EXCTPSRF071IPW20/image-asset.jpeg Articles & Blogs - Earth Day 2024: ‘Why Sustainability Matters to CX & EX’, by Clare Muscutt https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1713189462145-6LQVSLA8YAS1E5CHSOQR/image-asset.jpeg Articles & Blogs - Earth Day 2024: ‘Why Sustainability Matters to CX & EX’, by Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/human-centric-design-in-crisis-a-tale-of-crafting-the-nhs-covid-19-app-with-tijana-tasich monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1710159298548-TLX4MD5Z1RAH2ANBOEB2/image-asset.jpeg Articles & Blogs - Human-Centric Design in Crisis: a Tale of Crafting the NHS Covid-19 App, with Tijana Tasich https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1710159103068-PTGPLN1DIZPJDJI4SA17/image-asset.jpeg Articles & Blogs - Human-Centric Design in Crisis: a Tale of Crafting the NHS Covid-19 App, with Tijana Tasich - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/rise-amp-thrive-crafting-your-path-in-womens-cx-leadership-with-michelle-ansell monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/e2e75e73-6a34-48c8-9cfd-726593b8055c/image-asset.jpg Articles & Blogs - ‘Rise & Thrive: Crafting Your Path in Women's CX Leadership’, with Michelle Ansell “What would a good network look like for you? How would it be made? How many people would you like in it?” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/248025ca-303e-4584-bf51-c0ddb67199b5/image-asset.jpg Articles & Blogs - ‘Rise & Thrive: Crafting Your Path in Women's CX Leadership’, with Michelle Ansell “By advocating for women's voices and sharing their stories, male leaders can foster a more inclusive professional environment.” https://womenincx.community/articles-and-blogs/4jgji86wwszx3uqqvvaizy81s9p7mz monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1710518714268-ZU82FZRSV6IEHH6O03AU/image-asset.jpeg Articles & Blogs - ‘The Audacious Guide to Navigating Imposter Syndrome,’ with DeAnna Avis and Natalia Cerezo Martin “If you doubt yourself, shouldn't you also doubt your judgments of yourself?” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/692d1fbc-e2b9-4fe2-aa3e-e207f7376234/Community+outreach+post+What%E2%80%99s+one+thing+you+wish+you%E2%80%99d+known+when+starting+out+in+the+CX+industry+%281%29.png Articles & Blogs - ‘The Audacious Guide to Navigating Imposter Syndrome,’ with DeAnna Avis and Natalia Cerezo Martin - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/brand-management-whats-customer-experience-got-to-do-with-it-by-beth-karawan monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/53404e11-d1b3-47e1-824d-34c56c1a71c2/Community+outreach+post+What%E2%80%99s+one+thing+you+wish+you%E2%80%99d+known+when+starting+out+in+the+CX+industry.png Articles & Blogs - ‘Brand Management: What’s Customer Experience Got to Do with it?’ By Beth Karawan - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1710174561541-14H7OV8YREOS42J8FTOV/image-asset.jpeg Articles & Blogs - ‘Brand Management: What’s Customer Experience Got to Do with it?’ By Beth Karawan “The CX industry has backed itself into a corner, with too much emphasis on single-number metrics, checklists for implementation, and producing overwhelming amounts of data.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1710174828398-U9XN6GBE6QDI60K3SPV3/image-asset.jpeg Articles & Blogs - ‘Brand Management: What’s Customer Experience Got to Do with it?’ By Beth Karawan “Aligning an organisation to become more customer-centric and deliver financial value requires a fundamental shift in employee mindset and behaviours.” https://womenincx.community/articles-and-blogs/2oruizaanspdf2nxx0d7u4smud1a6i monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/4507fe14-87ae-4c8a-be8a-f7ee51425978/TIME+CONCEPT.png Articles & Blogs - ‘Bridging Borders: Intercultural Insights’, with Charlotte Kennett “This is, for me, the most important thing to consider when working across cultures.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1708514902348-58I7IQAPH5S0EJATC1EK/image-asset.jpeg Articles & Blogs - ‘Bridging Borders: Intercultural Insights’, with Charlotte Kennett “You will never be able to please everyone, but without that first step of awareness, then the rest will never follow.” https://womenincx.community/articles-and-blogs/the-power-of-employee-experience monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1709030947801-K5SUNRBX555ETNVIEWPW/image-asset.jpeg Articles & Blogs - The Power of Employee Experience “Employee experience contributes immensely, if not completely 100%, towards genuine and sustainable customer experience excellence.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1709030642995-IRJ8LP8PCRU3YDB63TG0/image-asset.jpeg Articles & Blogs - The Power of Employee Experience “The accountability for driving change is moving from HR teams to everyone in the business.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/542fb955-d11d-4cf2-947e-f4126adb9e2e/Screenshot+2024-02-27+at+10.30.18.png Articles & Blogs - The Power of Employee Experience Serena’s diagram used to explain Experience Management, taking into account the employee, customer and business needs. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1709030533682-XTIW4I79CM2PXIY9F9HA/image-asset.jpeg Articles & Blogs - The Power of Employee Experience “The real heavy lift was getting leadership and employees on board.” https://womenincx.community/articles-and-blogs/maybe-shes-born-with-it-maybe-its-just-wider-systemic-issues-by-meg-coates monthly 0.5 2024-02-26 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c924df0a-61cf-4c81-b370-f13056224cc5/Meg+New+Team+Photo.png Articles & Blogs - ‘Maybe She’s Born with It, Maybe It’s Wider Systemic Issues’, by Meg Coates - About Meg Meg is the Head of Operations for Women in CX. She started her career in 2021 as an intern in Digital Marketing and Communications before moving into Community Management and eventually into the work she does today, designing and creating digital experiences and operations across platforms. She has published two articles with My Customer exploring the intersections of performative allyship and customer experience, and as a neurodivergent queer-person, is a passionate advocate for intersectional feminism. https://womenincx.community/articles-and-blogs/2f9w5a6tiey7zu43vjsn9ym1n6ck5z monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1708076851412-EHD92PP6YN3WUYFH8OLJ/image-asset.jpeg Articles & Blogs - Women’s History Month 2024: Why Imposter Syndrome? “We believe the stark underrepresentation of women in leadership roles exacerbates the challenges within the CX industry.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/0a62bf07-5090-43b0-aa66-cc69b8ed715a/Screenshot+2024-02-16+at+09.53.58.png Articles & Blogs - Women’s History Month 2024: Why Imposter Syndrome? “Women are significantly underrepresented in positions of power.” https://womenincx.community/articles-and-blogs/ksy18v1v3ifkvidvfdhqqbkyxv563o monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1706800687395-5YDJP2JZYGYCRPDCV3KA/image-asset.jpeg Articles & Blogs - ‘The Heart of CX: What's Love Got to Do With it?’ By Clare Muscutt “It’s important to ensure that expressions of care and empathy are genuine and not simply a manipulative tactic to increase customer loyalty or employee engagement.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1706801293837-9S1FAOG9L7H88Q2GT0I3/image-asset.jpeg Articles & Blogs - ‘The Heart of CX: What's Love Got to Do With it?’ By Clare Muscutt “Consistently positive brand experiences are based on a frontline employee's ability to deliver a better experience through quality service.” https://womenincx.community/articles-and-blogs/what-i-wish-i-knew-advice-for-future-cx-leaders monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1706694946118-RAU8MYJ83EO5VJ9G1C30/image-asset.jpeg Articles & Blogs - ‘What I wish I knew’: Advice for Future CX Leaders “If your stakeholders aren't engaged and bought in, your efforts will always fall short.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1706695952480-2S4EL85HUPEYVP4XO2JR/image-asset.jpeg Articles & Blogs - ‘What I wish I knew’: Advice for Future CX Leaders “Make sure that, regardless of role, you personally, and your key stakeholders, stay genuinely close to customers.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1706696296652-9IWVR9X6XDT01HX8CN53/image-asset.jpeg Articles & Blogs - ‘What I wish I knew’: Advice for Future CX Leaders “Sometimes 'good enough' is bloody great!” https://womenincx.community/articles-and-blogs/why-customer-centricity-may-be-killing-your-cx-strategy-by-clare-muscutt monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/3863f9ab-0fe4-427f-b102-e25c47fa9a36/Feedback+Continuous+Improvement.png Articles & Blogs - ‘Why Customer-Centricity May Be Killing Your CX Strategy’, by Clare Muscutt - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1705313252060-NP97VBCRBOG46U66I49W/image-asset.jpeg Articles & Blogs - ‘Why Customer-Centricity May Be Killing Your CX Strategy’, by Clare Muscutt “Focusing on competitors or operational excellence can provide crucial advantages in specific situations.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1705313015605-4HM92UDP92D8OX64OFWF/image-asset.jpeg Articles & Blogs - ‘Why Customer-Centricity May Be Killing Your CX Strategy’, by Clare Muscutt - “While both strategies have their merits, the choice between PLG and CLG often depends on the nature of the business, the product, and the market.” https://womenincx.community/articles-and-blogs/wicx-predicts-customer-experience-predictions-for-2024 monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1703079985873-SKHNNG8JWLAQ5CV0V9EH/image-asset.jpeg Articles & Blogs - WiCX Predicts: Customer Experience Predictions for 2024 “My view is that there will be a temporary push to AI, which may result in poor experiences (as we're already seeing CSI declining); however, businesses will re-balance this before the end of the year.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1703080197722-ZILBOMUL11G37VD4HMJ3/image-asset.jpeg Articles & Blogs - WiCX Predicts: Customer Experience Predictions for 2024 “If, for example, the process of claiming expenses is laborious or people are expected to regularly work overtime with no compensation, or there is a strong blame culture, these will all negatively impact the overall employee experience.” https://womenincx.community/articles-and-blogs/to-new-beginnings monthly 0.5 2026-03-09 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5268d0be-328b-4849-8132-2a571651cb27/sabine+groven+heaadshot.jpeg Articles & Blogs - ‘To New Beginnings’, by Sabine Groven. - “I'm determined to ensure that women take centre stage in the conversations shaping our industry.” https://womenincx.community/articles-and-blogs/panel-debate-women-at-the-helm-navigating-the-future-of-cx-and-technology monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/36c546c5-d981-4a6e-943f-7fb83d77040e/IMG_9979.jpeg Articles & Blogs - Panel Debate: ‘Women at the Helm: Navigating the Future of CX and Technology’ - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/the-brutal-and-honest-truth-about-the-future-of-the-cx-profession-with-ian-golding monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/15ac10fd-ea78-47e7-a81c-4c8a394f8cac/IMG_9994.jpeg Articles & Blogs - The Brutal and Honest Truth About the Future of the CX Profession, with Ian Golding - Make it stand out Ian Golding, Global Customer Experience Specialist and author of ‘Customer What?’, speaking at the Women in CX Global Gathering 2023. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/fa263d7a-cd03-41fc-b78c-8abc3de839a0/IMG_9995.jpeg Articles & Blogs - The Brutal and Honest Truth About the Future of the CX Profession, with Ian Golding - About Ian Ian is a Certified Customer Experience Professional and Global Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty-five years in business improvement. To date, Ian has supported organisations and professionals in 59 countries to better understand how to 'operationalise' the science of CX. As well as being the Course Director of CX for the Chartered Institute of Marketing, Ian was the first person in the world authorised to support professionals in achieving their CCXP accreditation. A renowned keynote speaker and awards host, Ian's book, 'Customer What?', is widely respected by professionals globally. https://womenincx.community/articles-and-blogs/could-cx-frameworks-be-killing-innovation-with-maria-mccann monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/97e7b48a-8679-478c-8888-7e0dd2296fb9/IMG_9905.jpeg Articles & Blogs - ‘Could CX Frameworks be Killing Innovation?’, with Maria McCann - Make it stand out Maria McCann, Co-Founder of Neos Waves, delivers her thought-provoking WiCX Talk ‘Could CX Frameworks Be Killing Your Ability to Innovate?’, at the Women in CX Global Gathering 2023. https://womenincx.community/articles-and-blogs/the-pivotal-role-of-women-in-shaping-the-future-of-customer-experience monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c067e9a4-ead3-4f5d-92e6-75ec2b0f19ff/IMG_9867.jpeg Articles & Blogs - The Pivotal Role of Women in Shaping the Future of Customer Experience - Make it stand out Clare Muscutt, Women in CX Founder and CEO, shares her opening plenary speech at the Women in CX Global Gathering 2023. https://womenincx.community/articles-and-blogs/the-human-experience-busting-the-myths-that-exist-in-cx-lore-with-john-sills monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/23e3852e-716b-4365-9e4c-2eedad476721/1S2A5554.jpg Articles & Blogs - The Human Experience: Busting the Myths That Exist in CX Lore, with John Sills - Make it stand out John Sills, author of The Human Experience, speaking at the Women in CX Global Gathering 2023. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8e52b952-46a6-4408-ae03-e43a48c33378/2023-10-26.png Articles & Blogs - The Human Experience: Busting the Myths That Exist in CX Lore, with John Sills - Make it stand out Noah Garfinkel via Twitter: “Does anyone know of a good website where I can get a shirt and then also two emails every day for the rest of my life?” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/b66efe86-7df5-4cdd-8e9d-4d4c9a28d06e/1S2A5687.jpg Articles & Blogs - The Human Experience: Busting the Myths That Exist in CX Lore, with John Sills - About John John Sills is Managing Partner at the customer-led growth company, The Foundation. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. John’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis, launched a mobile app to millions of people, and regularly visits strangers’ houses to ask very personal questions. He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic – The Human Experience – was published by Bloomsbury in February 2023. https://womenincx.community/articles-and-blogs/delivery-gone-wrong-4-steps-to-improve-the-same-day-delivery-experience monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1688998401811-X1ESQUTCDLD65M8W75O5/Food+delivery Articles & Blogs - Delivery Gone Wrong: 4 Steps to Improve the Same-Day Delivery Experience “With the abundance of options here, I’ve grown accustomed to the speed and convenience – and the excellent customer service from our local stores continuously raises my expectations.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1688998836610-BN0JS9SI5XCFOHSB22H6/IPhone+notifications Articles & Blogs - Delivery Gone Wrong: 4 Steps to Improve the Same-Day Delivery Experience “When a customer is known to a brand, it is critical for that brand to recognise them across channels. If I’m opted in to push, email, and SMS, it doesn’t mean I want to get the same notification on all those channels.” https://womenincx.community/articles-and-blogs/mariaa monthly 0.5 2025-06-23 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/0fe3957e-ed97-43f2-9f9b-dbb8812d6739/family+footie+-+Maria+McCann.jpg Articles & Blogs - Member Spotlight: Maria McCann - “My family has always been a source of support and enabled me to forge my own path from a young age – now, as a mother myself, I recognise how hard a task this was for my mum.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/5c18f1d9-e7cb-492a-851c-a2f866f1e973/family+-+Maria+McCann.jpg Articles & Blogs - Member Spotlight: Maria McCann - “I think we’re defined by many moments in our lives. When I was 20, I thought being gay was my identity – coming out was difficult and my social life was peppered with observations that I just hadn’t met the right man. Then I became a parent, and I realised that part of my identity was a tiny piece in a much bigger picture.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/38723d3a-42b1-4608-8221-66fd5da3fdb7/gaming+not+working+-+Maria+McCann.jpg Articles & Blogs - Member Spotlight: Maria McCann - “I’m a lifelong gamer, which has influenced my approach to life and learning. I start off every game as a blundering amateur and upskill through exploration, repetition, and perseverance. It’s become my blueprint for work.” https://womenincx.community/articles-and-blogs/member-spotlight-amanda-riches monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/7af6cb99-936a-4163-a017-b9aa13667384/Amanda+2+-+Amanda+Riches.jpg Articles & Blogs - Member Spotlight: Amanda Riches “I was 23, managing between 40–50-year-old Pub Managers in a very male-dominated environment, gay (when it wasn’t always ok to be gay), but probably worse in some of their eyes – a Graduate Trainee! Some young upstart just out of uni!” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/29c9f011-d2e5-41a7-8915-f54d00042553/Amanda+and+Fiona+1+-+Amanda+Riches.jpg Articles & Blogs - Member Spotlight: Amanda Riches “I don’t take my life for granted. Last month was 29 years since my first diagnosis. I know how fortunate I am to be here, and I owe so much to the fantastic doctors and researchers who are helping more and more of us live life with and after cancer.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/f60d1349-01a4-49db-9354-94310412a6e3/Medallia+-+Amanda+Riches.JPG Articles & Blogs - Member Spotlight: Amanda Riches “I have a fantastic team of women (and men) with diverse skill sets and backgrounds and a real collaborative spirit. Despite their hectic schedules, they’re always open to helping each other, providing advice, and working together to drive solutions – we’re stronger together.” https://womenincx.community/articles-and-blogs/beyond-the-rainbow-elevating-lgbtq-customer-and-employee-experiences monthly 0.5 2025-05-29 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/937decb3-252e-4560-8bd4-fa3c1bc96207/1.png Articles & Blogs - Beyond the Rainbow: Elevating LGBTQ+ Customer and Employee Experiences “Businesses have a significant role to play in promoting inclusivity and respect for LGBTQ+ individuals, ultimately improving customer and employee experience.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/258df7b4-787f-4739-aadf-2da9bcb196cc/4.png Articles & Blogs - Beyond the Rainbow: Elevating LGBTQ+ Customer and Employee Experiences “Successful customer and employee experiences begin with research – understanding their needs, wants, and goals and so often, LGBTQ+ people are excluded.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/94b53981-e78d-4969-8221-5f3e56a4433d/3.png Articles & Blogs - Beyond the Rainbow: Elevating LGBTQ+ Customer and Employee Experiences “Your heart is in the right place. All that’s left is for your actions to align with your intentions. Make the necessary changes and take a stand for inclusivity, not just during Pride month, but all year round.” https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/40cf162f-72e2-4242-86c7-b9795416495b/Meg+Headshot+Badge+%281%29.png Articles & Blogs - Beyond the Rainbow: Elevating LGBTQ+ Customer and Employee Experiences - About Meg Meg is Head of Operations for Women in CX. She began her career in digital marketing and graphic design, before discovering her passion for community management and experience, causing her to make a career leap. She currently leads the Women in CX team across all aspects of member experience, engagement, data and support. She has an incredible ability to learn at pace and, quite literally, turn her head to anything. Meg has an MA in Creative Writing & Publishing and is an ex-British Gymnast. https://womenincx.community/articles-and-blogs/empathy-as-a-superpower-4-steps-to-getting-it-right monthly 0.5 2024-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/75872a75-4f60-4a83-841c-8053939d54b0/Article+Headers.png Articles & Blogs - Empathy as a Superpower: 4 Steps to Getting It Right - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1b184821-fa5b-4360-92ed-35d02cb8805e/Gavin+James+2.png Articles & Blogs - Empathy as a Superpower: 4 Steps to Getting It Right - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/63865ce9-2e0c-496a-8f12-4858bfb7a3dc/Gavin+James+3+%281%29.png Articles & Blogs - Empathy as a Superpower: 4 Steps to Getting It Right - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/digital-amp-customer-experience-transformation monthly 0.5 2024-06-06 https://womenincx.community/articles-and-blogs/member-spotlightmegcoates-3pmk9-3xdsx-abjsa monthly 0.5 2023-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8c4ed49b-ba98-4e0c-9503-9a41e29da8e2/E69B3C78-E456-4341-BD15-B1C43A8C6508+-+Meg+Coates.jpeg Articles & Blogs - Member Spotlight: Meg Coates - Tell us a bit about you and what you do. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c981bd80-43ed-4445-a9e4-4ba0d0dfb903/1CB70AA7-F2DE-4C81-A1C5-1F1F55E829C7+-+Meg+Coates.jpeg Articles & Blogs - Member Spotlight: Meg Coates Tell us about a moment that shaped you into the woman you are today. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/ee3b8ae6-1c00-436c-9968-6a832605ed8c/9420DEDD-D5EF-455B-875D-F581979F10DF+-+Meg+Coates.jpeg Articles & Blogs - Member Spotlight: Meg Coates What does Pride mean to you? https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/31830e6f-d13c-475a-83b8-fc0119c66aac/50FE2C8B-C32D-42F4-93DC-D5C966FEA008+-+Meg+Coates.jpeg Articles & Blogs - Member Spotlight: Meg Coates And finally, What is your experience feeling welcome and included in WiCX? https://womenincx.community/articles-and-blogs/member-spotlight-rebeccaedwards-3pmk9-3xdsx monthly 0.5 2023-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/cd511046-9358-4104-9cdf-18197e74df35/IMG-5771+-+Bec+Edwards.jpg Articles & Blogs - Member Spotlight: Rebecca Edwards - Tell us a bit about you and what your company does. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c1edf2d5-9d06-4994-8c3c-06275c3cd807/IMG-5767+-+Bec+Edwards.jpg Articles & Blogs - Member Spotlight: Rebecca Edwards What were the main challenges you faced as a woman in CX? https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/953d3fba-0205-4e68-b360-861816136ec1/IMG-5770+-+Bec+Edwards.jpg Articles & Blogs - Member Spotlight: Rebecca Edwards What makes a woman courageous, collaborative, inclusive and authentic? https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/b2de37a5-ea5f-4c4d-a033-cb1606480280/IMG-5769+-+Bec+Edwards.jpg Articles & Blogs - Member Spotlight: Rebecca Edwards What does Pride mean to you? https://womenincx.community/articles-and-blogs/a-women-in-cx-guide-to-customer-experience-and-the-metaverse monthly 0.5 2022-11-01 https://womenincx.community/articles-and-blogs/member-spotlight-adrianasalazar-3pmk9 monthly 0.5 2023-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/a7686dd8-906f-40eb-97b3-c8b3e56ec877/1.TheLCruise_TVPromotionlandscape+-+Adriana+Salazar+Hidalgo.jpg Articles & Blogs - Member Spotlight: Adriana Salazar Hidalgo - Tell us a bit about you and what your company does. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/647bc7ea-6600-4d59-8ae2-6f4e3587d8d3/Adri.jpg Articles & Blogs - Member Spotlight: Adriana Salazar Hidalgo How did you get to where you are today? https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/06a83b22-ab9d-4d32-ad95-a6189cd83c96/Adri+3.jpg Articles & Blogs - Member Spotlight: Adriana Salazar Hidalgo Tell us about a moment that shaped you into the woman you are today? https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/e83e74da-2b4a-4a6c-a65c-69d59012c880/4a.PrideandFLG_Volunteering+-+Adriana+Salazar+Hidalgo.jpg Articles & Blogs - Member Spotlight: Adriana Salazar Hidalgo What does Pride mean to you? https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/c6bb9f56-5027-469d-a484-8ab280e35545/Adri+2.jpg Articles & Blogs - Member Spotlight: Adriana Salazar Hidalgo - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://womenincx.community/articles-and-blogs/member-spotlight-on-claudette-harris monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/57170298-9d18-446e-bd9e-082806248f85/Claudette+headshot+teal+necklace+-+claudette+harris.jpg Articles & Blogs - Member Spotlight: Claudette Harris - Tell us a bit about you and what your company does. I’m the President/CEO of At Your Service Consulting, LLC. I’m also a certified coach, speaker and trainer with the John Maxwell Team and a Maxwell DISC Behavioural Analysis Consultant. At Your Service Consulting provides customer service and leadership coaching and training for small to midsize organisations. We help organisations dominate in excellence to deliver a “raving fan” experience with both internal and external customers. Outside of work, my why is my family and that consists of a husband, three grown children, four grandchildren and a granddog. At sixty-two years of age, I can proudly (and gratefully) say that I’m enjoying my life in the midst of all that is going on. One of my favourite things to do is to be by the water – it’s so refreshing and relaxing for me. I also enjoy serving in women's ministry at my church. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/308a81b4-e697-4615-a74e-909131a3d997/Claudette+-+1+-+claudette+harris.jpg Articles & Blogs - Member Spotlight: Claudette Harris How did you get where you are today? With 41 years of corporate experience, my customer service journey began in the early stages of my career. I served as a Call Centre Customer Representative for 15 years, an Assistant Supervisor, Supervisor, Call Centre Manager and lastly, a Manager of midsize business accounts within Regulated Marketing. All of these opportunities helped to shape me and ignited my passion for serving both internal and external customers at all levels. Now, as an entrepreneur, I’m using many of the skills and experiences gained during this time to service my clients. https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/8e459be6-24db-4803-a659-ae09ddd1377f/IMG_8851+-+claudette+harris.jpg Articles & Blogs - Member Spotlight: Claudette Harris What makes a woman courageous, collaborative, inclusive and authentic? When a woman has goals and a vision, that she is determined to achieve, she becomes courageous in pushing aside or eliminating anything that gets in her way. Like many women, I realised that by collaborating and building a team around me, I could accomplish much more than I would single-handedly. Cultural pride makes a woman authentic. Authenticity is vital as African American women achieve key roles in the marketplace and in ministry, many times in predominantly white environments. We must not lose who we are – how we were raised, our history, and the sacrifices that have been made so that we can be who we are and who we have the potential to become. Most importantly, we must remember those who are coming after us, grab their hands, identify their gifts and train them to be our future leaders. https://womenincx.community/articles-and-blogs/how-to-use-data-drive-investment-decision-making monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625039299211-3GF7OH3421UHMPAZPL46/Untitled+design+%2835%29.png Articles & Blogs - How to Use Data to Drive Investment Decision-Making - Contributors Thanks to WiCX community members for contributing to this discussion. https://womenincx.community/articles-and-blogs/self-awareness-female-professionals monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625039299211-3GF7OH3421UHMPAZPL46/Untitled+design+%2835%29.png Articles & Blogs - Why Self-Awareness is Important for Female Professionals - Contributors Thanks to WiCX community members Liz Berks, Lara Khouri, Adriana Salazar Hidalgo, Sangeetha Murthy, Katie Stabler, and Louise Wadsworth for contributing to this discussion. https://womenincx.community/articles-and-blogs/what-does-the-future-hold-for-the-cx-professional monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625039299211-3GF7OH3421UHMPAZPL46/Untitled+design+%2835%29.png Articles & Blogs - What Does the Future Hold for the CX Professional? - Contributors Thanks to WiCX community members Priscila Tavares, Julie Tano-Lawson, Melissa Moore, and Ana Luisa Romero for being part of this conversation. https://womenincx.community/articles-and-blogs/the-roi-of-cx-for-non-profit-organisations monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1626161014799-LR8POQAMBWGMKU1NG2N7/Sarah+S.jpg Articles & Blogs - The ROI of CX for Non-Profit Organisations - Bio Sarah has spent her entire career in customer service and experience, from hospitality and contact centres to leading end-to-end customer experience transformation, primarily in financial services and telco sectors. Sarah takes pride in delivering service experiences that create business benefits, having led the retention team at O2 to their lowest-ever customer churn and highest-ever customer satisfaction rates, and helping drive cultural change in debt recovery, improving customer engagement and reducing stigma. Working with vulnerable customers during her time in debt recovery led her to want to do more work in the non-profit sector, using her skills and experience in a sector where customers have less choice and where there continues to be stigma. For the last 18 months she has been working in the social housing sector developing customer experience strategies and using her customer experience knowledge to reshape service models, with customer voice at the heart. https://womenincx.community/articles-and-blogs/how-to-manage-stress-through-self-care monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625039299211-3GF7OH3421UHMPAZPL46/Untitled+design+%2835%29.png Articles & Blogs - How to Manage Stress Through Self-Care - Contributors Thanks to WiCX community members Julie Tano-Lawson, Nicki Osborne, Natalie Pierre-Davis, and Katherine Mearman for being part of this conversation. https://womenincx.community/articles-and-blogs/celebrating-neurodiversity-parent-perspective-anna-schulze monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625220001031-SNUCP7CXXRF8RANG4EXC/Anna+Noakes+Schulze Articles & Blogs - Celebrating Neurodiversity: A Parent’s Perspective - Bio For over 20 years, Anna has been dedicated to building better digital experiences that foster connections between businesses and their customers. She is a digital and platform business consultant, WiCX founding member, online communities advisor, and co-author of the bestselling Customer Experience 3, with a chapter on platform CX. Anna is a keynote speaker on customer experience in digital ecosystems and the essential role of customer-centricity for business strategy. Her mission is to help business leaders realise the potential of platforms to connect and create value in the 21st-century digital economy. Originally from Canada, Anna is the mother of two boys with special needs whom she raised in five different countries. Her TEDx talk is called, “Living Abroad Teaches Us the Power of Connections”. https://womenincx.community/articles-and-blogs/neurodivergence-business-cx-superpower-adi-tobias-uber monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625219605006-OR4ZZRA4AFRYOYV0HTD9/Adi+Tobias Articles & Blogs - Why Neurodivergence is a CX and Business Superpower - Bio With her career spanning 15 years, three continents, and multiple industries, Adi Tobias has demonstrated her drive and commitment towards sustainable customer-centred change. With her experience in top-tier financial services, market research, and now technology firms, Adi has implemented her background in marketing strategy to champion insights-driven communication, leveraging her broad skillset in customer experience and service design. Currently the Head of Customer Experience at Uber, Adi and her team are committed to delivering superior experiences through transformative CX strategy, culture, and best practice. https://womenincx.community/articles-and-blogs/skills-cx-professionals-overcome-stakeholder-barriers monthly 0.5 2022-06-06 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1625039299211-3GF7OH3421UHMPAZPL46/Untitled+design+%2835%29.png Articles & Blogs - 6 Skills CX Professionals Need to Overcome Stakeholder Barriers - Contributors Thanks to WiCX community members Nicki Osborne, Amélie Beerens, Louise Wadsworth, Laura Sinka, Marta Domingo Alegre, Mandisa Makubalo, Jo Boswell, Ilenia Vidili, Karen De Lorenzo, Lara Khouri, Julie Tano-Lawson, Serena Riley, and Sonia Etxebarria for being part of this conversation. https://womenincx.community/articles-and-blogs/next-generation-retail-how-brands-shape-cx-post-covid monthly 0.5 2021-06-29 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1624594589989-1POWBJ821TOXS5VYR7XO/Gita+pretty+.jpeg Articles & Blogs - Next-Generation Retail: How Can Brands Shape CX Post-Covid? - Bio Gita leads Astound Commerce’s Strategy and Consulting practice. She has over 20 years of retail experience, with the last 15 years focused on digital and e-commerce for brands including The White Company, Michael Kors, Debenhams, and House of Fraser. Leading a team of consultants, Gita provides thought leadership and client advice to support growth of businesses in the digital space. As Strategy Director, she is responsible for driving Astound Commerce forward to achieve their North Star goals. https://womenincx.community/articles-and-blogs/rainbow-profits-pride-performative-allyship-women-in-cx monthly 0.5 2025-05-29 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1624032873013-OP8R9RLC092RGNAQH5WB/Meg+Coates Articles & Blogs - The Rainbow Profits: Pride, Performative Allyship, and Women in CX - Meg Coates, Social Media Intern at Women in CX Meg joined Women in CX in 2021 after completing her degree in Creative Writing and English Language. She is currently working towards an MA in Creative Writing at the University of Chester. She is editor and co-owner of Burnt Breakfast Literary Magazine, a non-profit magazine that began as a passion project. Meg is an ex-British Gymnast for Teamgym and represented GB in two Teamgym European Championships (Slovenia 2016 and Portugal 2018), and she is four-time British Champion in Teamgym with Scarborough Gymnastics Academy. https://womenincx.community/articles-and-blogs/view-from-across-the-data-lake-sarah-curran-usher-mbe-on-how-retailers-can-leverage-insight-to-inform-cx-strategies monthly 0.5 2021-06-18 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1623345008436-KDVRLUWLQH34RX2MW1NM/Sarah+Curran+Headshot.jpg Articles & Blogs - View from across the data lake – Sarah Curran Usher MBE on how retailers can leverage insight to inform CX strategies - Sarah Curran-Usher, MD EMEA at True Fit Sarah Curran-Usher MBE, is MD EMEA at True Fit, non-executive director at French Connection, and previously also at Pimkie. In 2013, Sarah joined Shop Direct as a luxury director with a remit to accelerate the development of its premium branded fashion and beauty and went on to spearhead the launch of its premium e-tailer, ‘Very Exclusive’. A former sub-editor at The Times, Sarah also co-founded her own affordable luxury ecommerce site, My-Wardrobe, and in 2013, received an MBE for her services to fashion. https://womenincx.community/articles-and-blogs/10-tips-from-a-ceo-how-to-be-a-successful-woman-in-business monthly 0.5 2021-06-04 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1622727952075-54FEL4OS5BN132SBTP7P/ARP210517_Kantar_Print04.jpg Articles & Blogs - 10 Tips from a CEO: How to be a ‘Successful’ Woman in Business - Biography Amy leads the UK & Ireland Insight Division of Kantar, the world’s leading data, insights, and consulting company. A graduate from the London School of Economics, Amy has worked in both consumer and business-to-business insight for 22 years. Her interest in numbers and human behaviour led her into an insight career where she enjoys helping brands interpret people’s actions and leveraging that for growth. She has won numerous awards for her work including AURA’s ‘Best Agency Speaker’ as well as the MRS ‘Best B2B research’ award twice for her work into the needs of SMEs in the UK. Amy has also been a champion of Kantar’s research to help businesses better understand women as customers. She spoke on BBC Radio 4 Women’s Hour recently about how financial brands were missing out on a potential £130bn revenue opportunity by failing to effectively engage women. A keen advocate of flexible working, Amy blends her work life with spending time with her three children, travelling (not so much currently!), baking, practising yoga, skiing, and watching Strictly Come Dancing. Follow Amy on LinkedIn. https://womenincx.community/articles-and-blogs/sharon-boyd-story-of-hope monthly 0.5 2021-02-18 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1611903134619-EPEUYQVZZ5SZ4QKM163G/sharon2.jpg Articles & Blogs - A Story of Hope - Bio Sharon Boyd is the Chief Customer Officer at MKL Innovation. MKL are an Internet of Things company who also deliver electrical compliance, sustainable energy data solutions, and have a CX consulting arm. Sharon has over 20 years’ experience delivering customer-facing transformation programmes across retail, IT, hospitality, telecoms, and aviation. She has a Master’s in Business Administration (MBA), and is a CCXP and fully certified Programme Manager. She lives in the UK with her husband and two sons, plus dog and tortoise. She has a passion for muscle cars and is gradually learning to fly small aircraft (which is a very long-term goal!). Visit MKLinnovation.com. https://womenincx.community/articles-and-blogs/anita-siassios-cyber-security-and-customer-experience monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1610625044307-3WV23DM4PZFQRTBK3H1U/Anita+Headshot.jpeg Articles & Blogs - Cybersecurity and Customer Experience - Bio Anita Siassios is an Australian CX maven and community leader with a passion for making impactful change. Anita has over 33 years’ experience in banking, technology, operations, and privacy, enabling large international corporates to embed a values-driven customer-centric mindset into their business. In 2018, she founded ManagingCX, a consulting firm that elevates companies and professionals by uplifting their CX capability to proactively manage their customer and employee experiences. Visit ManagingCX.com. https://womenincx.community/articles-and-blogs/ib0pdarnk7oqajthdvp58iyice6lza monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1610036584716-UNJ57U3M8285LTZYBNDQ/carolene+Headshot.jpeg Articles & Blogs - The Underrated Link Between The Experience Of Our Customer And The Experience Of Our Employee - Bio Carolene Méli is an Experience Strategist working with businesses that want to create exceptional experiences for their employees and their guests. She consults 1:1, hosts group workshops and mentors up and coming young leaders within the businesses she works with. She is a full-time traveller having spent the last 10 years on tour with Cirque du Soleil and is the host of The Experience Creators YouTube series where she interviews incredible experience creators from around the world. Visit Carolene.méli.com https://womenincx.community/articles-and-blogs/r2nuff8liho6rz9uz6zh96nl4rs19x monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1608232253424-RDWGY6IPH4VXNMRU4JYD/Chloe-3.jpg Articles & Blogs - Getting started on the ROI of Customer Experience - Bio Chloe started her career working in public sector research before moving into Customer Experience 7 years ago. Chloe has held senior marketing and commercial roles within CX agencies, currently the Commercial Director within the leading CX consultancy arm of Kantar. She is a strong advocate for women in tech and is a regular speaker and judge within the CX industry. Chloe is passionate about showing the benefits of delivering an exceptional customer experience and the value it can have within the organisation in terms of business growth. E: Chloe.woolger@kantar.com T: 07584 333548 https://womenincx.community/articles-and-blogs/ztcv7w20pxeqe09z65v2ztewyp2kmq monthly 0.5 2021-06-18 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1607641745817-FE4L707P39YLCTRP627V/Amanda%2BRiches%2B2.jpg Articles & Blogs - What qualities do we need as Customer Experience Professionals? - Bio Amanda has almost 20 years experience driving change in large multi-sector organisations and she was recently named the top CX professional in the UK by the CX Magazine. Previously Head of Quality & Guest Insight at Whitbread, Amanda established the successful service formula that sits behind Premier Inn, the award-winning leading hotel chain. Now Senior Director of Professional Services at Medallia, she leads CX and EX Consulting across EMEA, helping clients operationalise the voice of their customers, employees and citizens, engaging senior and frontline teams to drive action and commercial impact Outside of work Amanda is a keen cyclist and regularly speaks and raises funds in aid of Maggie’s Centres, who provide free practical and emotional support for people living with cancer. https://womenincx.community/articles-and-blogs/kp39lentbwd349hgvy6rm30jrs008e monthly 0.5 2020-12-04 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1607004638650-16GJYZ0ARIU3PHTHQQAU/debbie+photo.jpg Articles & Blogs - CX Transformation: An African Perspective. - Bio deBBie akwara is a customer experience entrepreneur (CXPreneur). Popularly called the CX Queen in Nigeria, she creates products/services that help individuals & businesses improve their CX management capabilities. With vast experience leading CX success in local, pan African & international companies across multiple sectors, she is on a mission to grow businesses one CX at a time, across West Africa. deBBie is the founder & principal; Niche Customer Experience Consulting Firm (Nigeria’s 1st boutique CX firm) & founder; Customer Experience Professionals West Africa (CXPWA) association. deBBie currently runs an NGO called HEELP [Help Educate & Elevate the Less Privileged] and is a board member at Genesis House, Nigeria [a rehabilitation centre for commercial sex workers, trafficked women and drug addicts]. https://womenincx.community/articles-and-blogs/ynxyivkuufvedcyry6ugl6u2j03b43 monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1606425490953-G9Q1XGGIGGSWQ5BCKTES/DSC_0021.jpg Articles & Blogs - Living Through Change - Olga Potaptseva Bio Being born in the Soviet Union into a family of a rocket scientist has a strong influence on one’s values and professional qualities. Olga has been exposed to systemic thinking, cutting-edge technology, and futuristic concepts all through her childhood which fuelled her creativity, intelligence, and analytical skills. She also got a taste of true freedom restrictions and closed-up thinking, something she never agreed with, and as a result she purposefully supports diversity, collaboration and best practice sharing. So far, Olga has lived in 5 countries and, with her 20 years professional experience in CX, has been named amongst Top 150 CX Professionals globally. She has managed, consulted, and mentored leading organisations and individuals around the world across industry verticals like Insurance, Telco, Banking, Hospitality, Retail and others. She promotes CX best practice creation and sharing through her role of the Executive Director at the Customer Institute, a Judge at the CX Awards, an author, and a speaker. Visit European Customer Consultancy https://womenincx.community/articles-and-blogs/3z1p49ahb08rl7axlhx9lqw38kr5e7 monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1605824115865-RF6G2B4MXR7MVD8AQ76V/jeannie+w.jpg Articles & Blogs - A Question of Representation. - Jeannie Walters Bio Jeannie has spent twenty years investigating the best and worst in customer experience. Her experiences and expertise have made her a valuable source of insights for CEOs seeking to improve revenues, and she’s received mention in Forbes, Fortune, and other media for her CX vision. She’s a founding member of CXPA, a LinkedIn Learning Instructor, and a Certified Customer Experience Professional with a passion for improving everyday interactions. Visit Experience Investigators website for more information. https://womenincx.community/articles-and-blogs/tbd monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1605214176222-TTYD6BDDYEHGSNI9DOSW/Diane%2BMagers%2BPic%2B062016.jpg Articles & Blogs - The Business of Living - Diane Magers Bio Passionate experience transformation professional and change agent. Sherpa for new and developing customer and employee obsessed leaders. Thought leader and innovator for ways of engaging associates and customers. Spirited entrepreneur. Skilled in business benefits development and systematically embedding experience into an organisation. Believe that brands who win choose to focus on human and emotional elements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward’ model. Writer, speaker and artist. https://womenincx.community/articles-and-blogs/5lvi6l7y9dzqnr1o8vjovyg768bn34 monthly 0.5 2020-11-13 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1604606380038-RLG0IDO3NN8EWX0ZU4O8/Stacy%2Bheadshot.jpg Articles & Blogs - The Four Agreements - Stacy Sherman Bio Stacy is fearlessly dedicated to humanising business & leading with a heart. She's a strategist & practitioner, applying proven methodologies every day as Director of Customer Experience & Employee Engagement at a global company, Schindler Elevator Corporation (formerly at Verizon). When not at her day job, she's mentoring, speaking, writing for Forbes, and working on another book about DoingCXRight® as a brand differentiator. Most favourite role = Being Mom! Learn more about Stacy's mission and how she helps people: www.DoingCXRight.com https://womenincx.community/articles-and-blogs/cvudbxzxyy3xnd8t1x9ca1duuxkkc7 monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1603988784893-RWPDG3YP9W9DPDLAPJLQ/MAYA+HEADSHOT.jpg Articles & Blogs - Challenging Gender Stereotypes of Women in the Middle East. - Maya Kalifah | Bio Maya Khalifeh is a seasoned expert, with over 15 years’ experience in setting strategies and systems that empower clients to elevate customer experience and build long-term strategic partnerships. She helps companies improve business results by becoming more customer-centric, grow sales by setting up and implementing customer experience management programs. Maya has deep knowledge in development of active customer retention programs and customer divestment strategies. She helps businesses categorise customers and nurture them from one tier to another, as well as leverage digital transformation to retain customers. She also has thorough expertise in setting up B2B Lead Generation mechanisms, systems, and processes. Maya holds Executive MBA dual degree from ESCP Europe & ESA Business School, she is Certified Customer Experience Professional (CCXP), she is certified by MIT Sloan Business School in Negotiations & Influence in addition to Customer Advisory Board certified professional. She is the award winner of "Customer Experience Professional of the Year" at 2020 Gulf Customer Experience Awards. She is based in Lebanon. Maya is mom to Mikael, Alexander and Yasmina. https://womenincx.community/articles-and-blogs/10-tips-for-getting-hired monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1603399516641-PZMLLMA8SJQX1L2K8BQY/CXTalent-79.jpg Articles & Blogs - 10 Tips for Getting Hired! - Jo van Riemsdijk - Bio Jo is Director of CX Talent Ltd - independent specialist recruitment agency - specialising in all things CX. Jo founded the business in 2012 with business partner and BFF Kate Baird. Jo and Kate are committed to offering the best recruitment service possible for both client and candidate (who are very often one and the same) and are keen on working to improve recruitment as an industry and process moving forward. Offering a bespoke and personal approach Jo and Kate have grown CX Talent Ltd into an international recruitment agency with a strong reputation for honesty, transparency and kindness. www.cxtalent.co.uk https://womenincx.community/articles-and-blogs/k8e10qkvefyflkx97k9ns4d2ru1ldy monthly 0.5 2020-10-16 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1602766909984-0HD5U9TWVCH3RM9MHA5I/lara%2B3.jpg Articles & Blogs - The Advantage of Being Yourself! - Lara Felix-Omonubi Bio Lara Felix is a serial entrepreneur the Founder and CEO of Client Service Coach and owner of a sophisticated luxury family and lifestyle brand known as Mimo Silk. Client Service Coach is an organisation dedicated to equipping individuals with the tools to deliver excellent customer experiences. Hosting workshops, seminars and speaking engagements globally, she enjoys engaging with people from various walks of life. Her vision is to transform the way service is delivered across the globe through enhancing and personalising client interactions and experiences. She works with individuals and businesses, of all sizes, to improve their customer service delivery framework which in turn cultivates a progressive work environment and increased profits. https://womenincx.community/articles-and-blogs/how-to-beat-a-bully monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1602230326189-5DY9O7HQEGRINZ6AB94S/Profile+pic+%28full%29.JPG Articles & Blogs - How to Beat a Bully! - Bio Claire Durrant Claire is a UX/CX/Service/Product Designer & Researcher (depending on who wrote the job description) with 10 years’ consulting experience. She’s worked with a variety of clients including TfL, Land Registry and GOV.UK, Jaguar Land Rover, Electrolux, PRS for Music, and even Pottermore. She started in UX entirely by accident, when she suggested an app while working for Bupa and wouldn’t let it go - “Creating a business case and designs, and refusing to go away until we improved things for our customers is the attitude I enforced since I moved into UX; and the number one reason I continue to love what I do is that I have the opportunity to improve people’s lives, just a bit, probably in ways they won’t even notice, every day.” Visit https://clairedurrant.com/ for more info. https://womenincx.community/articles-and-blogs/ot9ux82d516fcoa8ja0ij1df37854e monthly 0.5 2020-10-02 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1601632170000-DEI6H8PPOLMXIJ4N4S3T/Katie_Stabler_Head_Shot.jpg Articles & Blogs - How to Avoid Toxic KPI’s - Katie Stabler Katie spent over a decade in the not-for-profit sector, supporting organisations with the most vulnerable customers to deliver a beautifully curated experience. She then spent two years working for Europe's second largest credit management company driving their Customer Experience Strategy forward Here, she became a member of the Customer Experience Professional Association (CXPA) and became a Certified Customer Experience Professional (CCXP). In 2020 Katie founded CULTIVATE! Katie utilises a commercially astute, balanced approach to help organisations develop and adopt a profitable customer experience strategy. Katie co-authored the Amazon best seller ‘Customer Experience 2’ and was named one of 150 top Global CX Thought Leaders in 2020. https://womenincx.community/articles-and-blogs/finding-your-cx-community monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1601278832794-3J4PGSUZ31HT943WI99D/HANNAH%2BFROM%2BYAK%2BFINAL%2BEDIT%2BHIGH%2BWEB-1.jpg Articles & Blogs - Finding your CX Community - Hannah Foley Hannah spent 15 years in FTSE100 businesses in construction & financial services. Heading up CX teams, research & insight. Hannah founded Yak CX in 2019 to help companies develop better listening programmes and create experiences with a foundation of solid customer understanding. A published author Hannah has written chapters for two best selling Customer Experience books. Based in the Midlands (UK) Hannah also run the CXPA Midlands network and events. A mother of two kids and two dogs, ex-rugby player Hannah loves travelling and getting out onto a mountain! https://womenincx.community/articles-and-blogs/u14z4isj5jn4vj571c77t0xm9h19op monthly 0.5 2020-09-18 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1600438646872-SAU7RMT3FGGUWICEJWQN/gavinjames-headshot2_clipped_rev_1.jpg Articles & Blogs - Humanity 101: 5 Essentials for getting customer experience right - Gavin James Bio Gavin is passionate about helping companies create win-win relationships with their customers and employees, by communicating with empathy, clarity, and visual delight. She works her magic as Director of Creative Services, CX strategist and Communications Lead at Beyond the Arc, an agency recognised as a leader in customer experience. In the CX game for 25+ years, Gavin has helped launch tech startups, and led writing and award-winning design teams at Microsoft. As a consultant, she helps both small businesses and Fortune 50 enterprises create communications and customer-centric culture to deliver on their brand promise. https://womenincx.community/articles-and-blogs/lessons-from-the-bob-job monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1599163444080-ZGY6L7SEOK8PMDMNCZCT/Jo-Boswell_headshot_Oct-2019-1.jpg Articles & Blogs - Lessons from 'The Bob Job' - Jo Boswell Jo advises on customer experience innovation and supports customer experience leaders with coaching development. She focuses particularly on helping organisations harness customer data, insight, and technology to drive customer experience improvements, whilst driving the cultural change needed to unlock value for themselves and their customers. Jo previously enjoyed a career with British Airways spanning 27 years, where she was the driving force behind the airline’s ‘Know Me’ initiative, a successful transformation programme that embedded personalisation into the customer experience and service strategy. CX Magazine listed Jo in the Top 20 Customer Experience influencers in December 2019. https://womenincx.community/articles-and-blogs/stop-asking-your-employees-if-the-want-to-come-back-to-the-office monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1598550983686-JED5UJSQQSXD7CRZ6PPI/INGRID.jpg Articles & Blogs - STOP asking your employees if the want to come back to the office! - Ingrid Lindberg Ingrid is a serial Customer Experience Officer (CXO). As the first person to hold the title of CXO, she has been transforming companies with her approach to customer experience for 20 years. She’s a Marketing Maven, named one of the 40 under 40 Global Marketers. She also was recognised by Stevie's as Maverick of the Year for her impact on the healthcare marketplace. Her work has spanned the Fortune 500 - including Finance, Healthcare, CPG, Telco and Retail, working with companies to create differentiated customer experience strategies and redesign cultures. She’s held roles from CMO to CXO to President, and is known for how she leads with heart through transformations. She’s a global keynote speaker, an author and through her company, Chief Customer, acts as a guide to organisations as they drive their customer experience and employee experience strategies. https://womenincx.community/articles-and-blogs/the-role-of-business-analysis-in-experience-design monthly 0.5 2020-08-21 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1597949453065-SNUH0JFSKQGM71461X55/choc+cake.png Articles & Blogs - The role of Business Analysis in Experience Design https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1597949520407-EGTFPPXRYM0GHZF7LZ4S/Michelle%2BBadenhorst.jpg Articles & Blogs - The role of Business Analysis in Experience Design - Michelle Badenhorst Michelle is a Certified Customer Experience Professional and founder of Map & Key - a bespoke business design consultancy specialising in building customer centric organisations and confident, successful CX leaders. Michelle has more than 25 years’ experience, is a qualified Coach to aspiring CX professionals and recently co-authored a two #1 bestselling customer experience books with various international CX professionals. In these books they share their current best-thinking around best-practice CX principles. Michelle resides in Cape Town and enjoys spending time with her family camping and being in nature. https://womenincx.community/articles-and-blogs/less-talk-more-action monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1597352682126-LI93YJOH71R1W48SZRFC/Copy%2Bof%2BCopy%2Bof%2BJanelle%2BMansfield%2BHeadshot.jpg Articles & Blogs - Less talk… More action! - Janelle Mansfield Janelle is an experienced executive and management consultant in the disciplines of customer experience, marketing, communications, change management and strategy. She is an early-adopter of technologies that foster better collaboration and engagement with customers, employees and stakeholders. Her previous corporate and client-focused experience has elevated the business results and practices of leading companies in multiple industries, including IBM Canada, Canada Post, the University of Ottawa, Federated Co-operatives Ltd. and Department of National Defence Canada. Janelle is known for her open and approachable leadership style, collaborative nature and strategic thinking. https://womenincx.community/articles-and-blogs/cex-education monthly 0.5 2020-08-07 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1596744321628-8R49I4SAXOKCXWEF3P0Q/Sandra_T%2B0105%25C2%25A9ivan%2Bweiss_FULL.jpg Articles & Blogs - CEX Education - Sandra Thompson Sandra is a published consultant, lecturer, course leader and trainer in the field of customer experience and emotional intelligence. Her company, Exceed all Expectatios has worked with brands like Waitrose, Arsenal Football Club, Aldermore Bank, Network Rail and Vodafone. Sandra published an academic paper on Emotional Intelligence and Customer Experience and is the UK’s first Emotional Intelligence Coach trained by Dr. Daniel Goleman and his faculty. Sandra lectures part-time in the topics of people management and leadership, professional behaviours and customer management at Pearson Business School. Sandra now leads a certificated postgraduate course in Applied Customer Experience which blends scientific fact and insight from practitioners and will launch her first Emotional Intelligence and Customer Experience online training programme this autumn. https://womenincx.community/articles-and-blogs/women-in-tech-2020 monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1596139145266-A3G30VNV8Z8Z2LFY6HE6/SSmillie+Web+HeadShot.jpg Articles & Blogs - Women in Tech 2020 - Shameem Smillie Shameem is Mitel’s Queen of Contact Centre and has been working in the Communications industry for many years. She is a Customer Experience Sales Leader whose customer first approach, differentiates her from the crowd. She is passionate about Customer Experience and is focused on helping businesses adopt and accelerate their digital transformation business strategies. Shameem is also a fan of Welsh Rugby, Prince, Faithless & anything purple. https://womenincx.community/articles-and-blogs/8bivni58d9of6as1ua7xl1yompw2as monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1595525226647-8UA0H6WYSPJY5KTVV55F/KT%2Bprofile%2Bshot.jpg Articles & Blogs - 5 Lessons from the Nordics. - Kate Thornton Kate is a senior CX leader with a background that spans aviation and health insurance. She led British Airways' global product and service team, spearheading the airline's customer service transformation programme, and went on to become Simplyhealth's first ever Chief Customer Officer. She started her career in Scandinavia and is strongly aligned to the positive values of Nordic leadership. Today she's passionate about working with businesses to create better outcomes for colleagues, customers and the wider community that lead to sustainable commercial success. https://womenincx.community/articles-and-blogs/bots-droids-and-machine-learning-the-next-cx-evolutionary-milestone monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1594935030837-S3QJ74KV78EW3RM4IXJW/Ines+%281%29.JPEG Articles & Blogs - Bots, droids and machine learning: The next CX evolutionary milestone? - Ines Martinez I'm a psychologist in the tech world. After years of listening to people complain about the software they were forced to use at work, I realised I needed to transition into design and UX. Since 2017 I've been part of Attica, a software company from Uruguay to the world. We don't believe in big disruptions, but in helping everyday companies constantly evolve through technology. Every day I help clients envision the evolution of their business. My mission is to discover new ways of human / technology collaboration, making sure that every voice is heard. A robot lover, I'm still positive that useful and ethical tech will set us free. https://womenincx.community/articles-and-blogs/inspiring-or-barking-mad monthly 0.5 2021-02-19 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1594318811833-M99YUEFB8TWS4UJUG97C/CBS.jpg Articles & Blogs - Inspiring? or Barking mad? - Claire Boscq-Scott Claire is on a mission to inspire businesses to thrive by bringing more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, developing intrinsic motivation in their employees to increase engagement and customer loyalty, through sensorial experiences. Top 30 Global Customer Service Guru and UK Top 10 CX Influencer, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist and Sensory Queen, she brings a more holistic approach to Employee and Customer Experience. She is a Keynote Speaker, Consultant and Trainer. https://womenincx.community/articles-and-blogs/blog-post-title-one-jbdc2 monthly 0.5 2020-07-03 https://images.squarespace-cdn.com/content/v1/5ec8e8c5cc748a59c5f57ed0/1593667325732-M3XGGDX85GMGTE7OQLIL/rebecca%2Bb.jpg Articles & Blogs - Superheroes need saving too! - Rebecca Brown Rebecca's intense passion for customer excellence began over a decade ago when she oversaw the opening of several high-end retail art galleries, balancing the need for an exceptional experience with a drive for sales. Since that time, she has successfully led customer experience and operations teams in the outsourcing, property and energy sectors - developing her strategic approach with each new challenge. 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