Are AI and automation actually improving customer experience — or are we just automating the same broken journeys?
In partnership with ujet.cx, Women in CX is back with another bold panel — going beyond the buzzwords to explore what’s really happening behind the scenes of AI in CX.
AI and automation promise a new era of personalised, seamless, and cost-effective experiences. But the reality isn’t keeping pace. According to MIT’s latest “GenAI Divide” report, 95% of AI pilots fail to deliver measurable business impact — and many customer-facing projects never make it past proof-of-concept.
As CX leaders, it’s time to ask ourselves the hard questions:
Are we launching shiny pilots that never scale?
Are we using AI to improve experience — or just cut costs?
Are we building journeys that are faster… but less human?
And how can we design AI that’s not just efficient, but ethical, inclusive, and genuinely helpful?
Join Women in CX for a groundbreaking panel discussion featuring pioneering women leaders who’ve built AI initiatives that actually deliver — for the business, the customer, and the employee.
Featured Topics
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Why 95% of AI pilots fail — and how to avoid the same traps
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Designing AI that enhances CX, not just efficiency
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The foundations needed to move from pilot to production
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How to build trust, inclusion, and empathy into AI
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Why women in CX must lead the charge in responsible innovation
Join Women in CX for a groundbreaking panel discussion featuring pioneering women leaders who’ve built AI initiatives that actually deliver — for the business, the customer, and the employee.
You’ll hear what separates the 5% of AI projects that transform experience from the 95% that fade into the background — and walk away with tangible advice for making sure your next move is one that matters.
Meet the Panellists
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Lily McNally
Design Lead
Lloyds Banking Group -
Sandra Thompson
CEO & Founder
Ei Evolution -
Sandrea Morgan
Head of Customer Support
Adanola -
Elena Zhizhimontova
Vice President, Applied AI
ujet.cx
Why Attend?
Because AI has the power to transform customer experience — but only if we build it the right way.
Join this powerful, future-focused panel to:
✅ Explore why 95% of AI pilots fail — and how to avoid common traps
✅ Learn how to design AI that enhances journeys, not just cuts costs
✅ Hear real-world stories from women at the forefront of design, data and CX strategy
✅ Discover what it takes to scale AI responsibly — with governance, inclusion and empathy
✅ Get practical tools to bridge the gap between pilot and production
✅ Be part of a diverse, inclusive conversation shaping the future of human-centred technology
Whether you’re rethinking your automation roadmap or just starting your AI journey, this free session will give you the insights and confidence to lead the next phase of CX transformation.
This is your chance to connect with experienced leaders, ask your burning questions, and gain a competitive edge in how you design, scale and communicate your AI vision.
Why This Topic?
AI has reached peak hype — but behind the scenes, many CX leaders are quietly asking:
Why aren’t we seeing results?
From chatbots that disappoint to pilots that never scale, the truth is sobering: most customer-facing AI still fails to deliver meaningful impact.
Join this powerful panel of women CX leaders as we explore how to break the cycle of “shiny tech, little value” and design AI initiatives that are ethical, empathetic and effective — for the customer and the business.
We’ll look at:
Why early AI projects in CX often fail to deliver on their promise
The critical role of design, data readiness and cross-functional alignment
What it takes to move from pilot to production with real, measurable outcomes
How women in CX are uniquely positioned to lead human-first innovation
In this session, we’ll dive into:
The root causes behind the 95% AI pilot failure rate
The leadership, trust and culture shifts required to scale responsibly
How design thinking and behavioural science shape better CX AI
The impact of bias, ethics and inclusion in customer-facing tech
Practical advice to build AI solutions that improve loyalty, reduce effort, and drive results
This event is for you if you’re a:
CX or Contact Centre Leader
Customer Insight or Experience Design Specialist
Digital Transformation Executive
Tech-forward Marketer or Product Owner
Innovator in Strategy, Operations or AI
Or just curious about what really works in AI and CX
Secure Your Free Spot Now
Spaces are limited — don’t miss your chance to hear from the women leading the charge on ethical, impactful AI in customer experience.
Can’t make it? Don’t worry! Register your attendance, and we’ll send you a recording of the event.
Women in CX Events are Meaningfully Different
Learn from women in the industry
Gain access to high-quality thought leadership
An inclusive environment where women take centre stage
Ask questions, learn from experts, and explore emerging trends
It’s different from traditional sponsored events, focusing 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 ujet.cx, we craft genuinely valuable sessions. If you’ve attended panels where the “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.
Explore past WiCX Talk Trends Panel Debates
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Personalisation has been the promise for over a decade – so why hasn’t it delivered?
With C-suite pressure to prove the ROI of CX higher than ever, how can we attach tangible value to how customer experience supports brand growth?
WiCX Talk Trends: The AI Driven Evolution of CX and EX in 2024 and Beyond
WiCX Talk Trends: Brand Growth Redefined
Is your business ready to harness the full power of AI?
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