You have the customer data. But does it help you decide what to do next?
In partnership with CallMiner, Women in CX is back with another bold conversation focusing on turning customer insight into better-informed decisions.
Your reports show what customers are saying.
You can see where satisfaction is falling, complaints are rising, or people are contacting you repeatedly.
Yet deciding what to change can still be difficult.
What’s causing the problem? Which evidence should you trust? And what happens when product, operations and marketing draw different conclusions from the same findings?
Join Women in CX for a live conversation about turning customer insight into better-informed decisions.
Bringing together CallMiner business analyst Kimberly Lawrence and two operational CX leaders from the WiCX community.
TUESDAY, 17TH NOVEMBER 10AM CT | 11AM ET | 4PM GMT | 5PM CET
When more data leaves you with more questions…
A dashboard can show you where to look, but understanding what’s happening—and choosing how to respond—takes further investigation.
Customer feedback might point in one direction while operational metrics suggest another. A recurring complaint might be a symptom of a problem elsewhere in the journey. A change that improves one team’s results might create more work for customers or colleagues.
How do you bring those perspectives together to make a well-founded decision?
Hosted by Clare Muscutt, Founder & CEO of Women in CX, this panel will explore how CX leaders and business analysts can work together to interpret evidence, challenge assumptions and assess the consequences of different choices.
Our speakers will share examples from their work, including decisions that changed when they looked more closely at the evidence.
What we’ll explore
Why collecting customer data isn’t the same as understanding customers.
What headline metrics leave unexplained, and how to distinguish a meaningful insight from an interesting observation.
How CX leaders can partner with business analysts.
When to involve them, what each person contributes and how working together can influence a decision.
What organisations that use insight effectively do differently.
How they judge when they know enough to act—and check whether their decisions delivered the intended results.
The difference between reporting and decision intelligence.
What makes analysis useful for assessing options and deciding what to do next?
Making customer insight actionable across product, operations and marketing.
How teams interpret shared evidence and account for the wider customer and business outcomes.
Meet the panellists
Kimberly Lawrence
Business Analyst II, CallMiner
Kimberly helps organisations better understand their customers through data, analytics and AI-driven insights. She works closely with clients to uncover meaningful trends in customer conversations and use those findings to improve experiences, strengthen operations and inform business decisions. A Certified Customer Experience Analyst (CXAC), she believes impactful decisions begin with truly listening to customers.
Your host: Clare Muscutt
Founder & CEO, Women in CX
Clare brings more than 20 years of CX leadership experience, including roles at Whitbread, Sainsbury’s and Compass Group. She’ll lead the discussion, exploring the practical challenges behind the examples and bringing your questions into the conversation.
Secure your free spot now!
Don’t miss your chance to hear honest conversations exploring how to turn customer insights into better-informed decisions.
Can’t make it? Don’t worry! Register your attendance, and we’ll send you a recording of the event.
Is this session for you?
This panel is for CX leaders and practitioners who use customer evidence to recommend changes, prioritise improvements or influence decisions across their organisation.
It will also be relevant to business analysts and insight professionals who want their work to play a greater role in those decisions.
You’ll leave with questions to ask of your own reporting, ideas for working more effectively with analysts and practical examples of how customer insight can inform choices across functions.
Women in CX events are meaningfully different
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Learn from women practitioners in the industry
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Ask questions, learn from experts, and explore emerging trends
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Gain access to high-quality thought leadership
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Focused on genuine discussions and topics that matter
At all our events, women take the mic.
While men still lead the majority of discussions around CX and technology, we’re creating space for a different kind of conversation — one that centres diverse voices, lived experience, and actionable insight.
We curate every panel with intention, bringing together brilliant female speakers from across the Women in CX community and beyond.
Together with our event partners like CallMiner, we craft genuinely valuable sessions. If you’ve attended panels where “thought leadership” turned into a product pitch, this will feel refreshingly different.
Our purpose is simple: to create a stage where women lead the conversations that matter most — and to unite the community around a shared mission for human-centred business.
Sponsored by
We’re proud to partner with CallMiner, an AI-powered platform that allows organisations to analyse their customer conversations from both CX & EX perspectives to extract actionable insights for better customer AND employee experience, in our shared mission to elevate diverse voices and build an inclusive future for our industry.
Interested in sponsorship? Find out more here.
Courageous
Authentic
Collaborative
Inclusive
Courageous Authentic Collaborative Inclusive
Looking for more ways to get involved?
Join the Women in CX Inner Circle
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Inside, you’ll unlock access to 250+ hours of expert-led webinars, member-only networking, and opportunities to raise your profile as a CX thought leader.
If our open events are your starting point, the Inner Circle is where your CX journey really takes off.
Let’s create impact together
At Women in CX, we collaborate with brands that believe in empowering women to lead, innovate, and thrive.
From high-profile campaigns to co-created online events, we don’t just offer exposure; we help you build meaningful relationships with a highly engaged, global community of CX and tech professionals.
Partner with WiCX, and shape the future of customer experience together.