Women in CX ™

Customer experience is rarely linear, so why do so many organisations still treat it as such? 🤔 In her recent masterclass, Marion Boberg explored how to move beyond siloed efforts and design a customer journey framework that unites teams, streamlines processes and truly puts the customer at the heart of every decision. From understanding the framework itself to leveraging it as a strategic tool for team alignment, Marion shared invaluable insights to help organisations improve processes and create a seamless experience. Want to learn more? Dive into the top takeaways from Marion’s session here https://lnkd.in/eJHeWczh #CustomerJourney #CustomerExperience #CXStrategy #CX #WomenInCustomerExperience #WiCX

December is here, and the countdown is ON! 🎄 It’s officially WiCXmas - a time to reflect, celebrate, and share the joy of what we’ve achieved together this year ✨ But before we share our achievements and highlights from the year… we want to hear from you! So let’s start the celebrations. What is one thing you’re proud of accomplishing in 2024? Drop your wins in the comments, and let’s cheer each other on this festive season! #WiCXmas #WomenInCustomerExperience #WiCX #Christmas

Emotions drive decisions - are you leading with them? 🌟 Recently, Diane Magers and Tamar Cohen delivered an insight-packed webinar on The Emotional Intersection of Customer and Employee Experience, and we wanted to share our top takeaways with you! In this exclusive 60-minute session, Diane and Tamar… ❤️Decoded the emotional motivators and frameworks that drive decision-making  🤔Explored the impact of decision fatigue  🚀 Showed how leading with empathy can inspire collaboration and create meaningful change. 💼 Discussed harnessing ROI to gain executive buy-in and drive strategic initiatives. Curious to learn more? These insights are just the start! Become a WiCX member today and unlock actionable strategies to transform both customer and employee experiences https://lnkd.in/eSJSnmdp #CustomerExperience #EmployeeExperience #CXStrategy #CXLeadership #EmotionalIntelligence #CX #EX #WomenInCX #WiCX

🌈 What if AI could make every customer feel understood? Imagine a world where every interaction feels authentic, inclusive, and meaningful. That’s the promise of empathy-driven AI—a tool not just for automation but for true connection. Sounds revolutionary, right? In our upcoming webinar, Risa Eldridge and Alexis Kitchen from CallMiner will reveal how AI can go beyond efficiency to transform how brands understand and connect with customers. 🗓️ Date: December 10th  ⌚ Time: 3 pm GMT  🛜 Location: Online Expect insights into: 🔍 Using AI for empathy-driven CX: Learn how AI can turn customer data into a deeper understanding, enabling authentic, personalised experiences at scale. ⚖️ Reducing bias in AI for fairer outcomes: We’ll tackle the ethics of AI in CX, sharing ways to design and refine AI systems that prioritise fairness and equity. 💖 Building a culture of empathy through AI insights: Discover how AI insights can help foster a company-wide empathy culture, empowering teams to engage with authenticity and cultural sensitivity. Don’t miss this opportunity to reshape CX in a way that resonates with real human needs. Ready to lead the change? Register now https://lnkd.in/d5b7ZfPQ.

What if saying ‘no’ was your greatest strength? 💪 For so many of us, boundaries are easy in theory but tough in practice. Setting limits can bring up guilt, discomfort, and that persistent question: Will saying ‘no’ change how others see me? Here’s the truth: this struggle isn’t a personal flaw. Generational and cultural expectations have taught us to be endlessly accommodating, often at our own expense. But what if we could flip the script? What if boundaries became a powerful act of self-respect, something to embrace without guilt? Every boundary we set isn’t just for us—it’s a stand that uplifts every woman around us. Each ‘no’ creates space for others to set their own limits, reshaping what’s possible for us all. And the best part? We’re in it together. Together, we’re creating a community that champions every woman’s right to set boundaries and be her authentic self. These insights are inspired by ✨Amélie Beerens👠 Inspiration Session at WiCX UnConference 2024. Ready to dive deeper into this conversation? Become a member today https://lnkd.in/eSJSnmdp 🌟 #WomenEmpoweringWomen #BoundariesMatter #SelfRespect #CollectiveStrength #CommunitySupport #WomenInCX

Happy November! 🍁 It’s been a whirlwind few months here at WiCX, and we’re so excited to share what we’ve been up to! First up, we headed to Texas for our WiCX UnConference debut with our amazing WiCX Americas members. We’re still buzzing from the energy, inspiration, and game-changing conversations we shared. It may have been our first event in the USA, but we have a feeling it won’t be our last… 👀 Then, we jetted off to Lisbon for our Micro Retreat for Female Leaders, partnering with Foundever. It was an unforgettable experience bringing women together to connect, learn, and grow Toget(her). 😉 Now that we’re back in the office, is it just us, or can we hear the faint sound of jingle bells and Mariah Carey warming up in the background? 🙈 But don’t worry—it’s not time to wrap up the year just yet! We’ve got plenty of exciting content and opportunities for you to dive into before 2024 comes to a close. Keep scrolling to find something to inspire, challenge, or ignite your passion.💛 This month we’re: 🎧 Feeling inspired by the latest episode from our podcast series 💻 Getting excited for upcoming events 📚 Reading up on some of the latest insights from our members and allies

✨ Thank you to everyone who joined us in Lisbon! ✨ A huge thank you to everyone who joined us for Toget(her) - A Micro Retreat for Female Leaders in Lisbon. Your energy, honesty, and contributions made it such a special experience. 💡💬 It was our first time bringing WiCX to Portugal, but it certainly won’t be the last. What a beautiful place to connect! A massive shoutout to: 🌟 Benedita Miranda, for kicking things off with an inspiring opening address and sharing your invaluable advice during the panel. 🌟 Emmie Faust, for your candid insights on overcoming burnout and balancing the demands of leadership—it struck a chord with so many of us. 🌟 Clare Muscutt (WiCX), for your honest reflections and practical advice that left us feeling empowered. 🌟 Oriana Ascanio ⚡️💜, for your fabulous panel moderation and event curation. 🌟 The incredible team at Foundever, for partnering with us and hosting us at your beautiful Santos Hub. Together, we created a space for connection, learning, and growth. Here’s to more events like this in the future! 💪 #WomenInCX #TogetHer #FemaleLeadership #Community #WiCXLisbon

Can AI help us become more empathetic? 🤔 In the world of CX, empathy isn’t just a nice-to-have—it’s a must. Yet, with AI, we often think of efficiency over humanity. So here’s the real question: Can AI bring us closer to our customers, helping us understand and respond to their needs with empathy? In our upcoming webinar with Risa Eldridge and Alexis Kitchen from CallMiner, we’ll explore the power of AI in creating a more human-centred CX, tackling topics like: ✨The role of AI in empathy-driven CX: Discover how AI can decode empathy, enabling brands to build authentic connections. With insights from CallMiner’s AI tools, we’ll show how technology can turn customer data into understanding and responsiveness. ✨Reducing bias in AI for fairer customer experiences: As AI becomes critical in CX, ethical design is key. Learn strategies for creating and refining AI systems to reduce bias, ensuring fairness and equity in all customer interactions. ✨Building a culture of empathy with AI insights: See how AI-driven insights can foster a company-wide empathy culture, empowering customer service teams to engage with authenticity and cultural awareness. 📅 Date: December 10th  🕒 Time: 3 pm GMT 💻 Location: Online 💡 Join us for fresh, actionable insights on how AI can help you bring more heart to CX. Ready to lead the way in empathy-driven customer experiences? Register now! https://lnkd.in/d5b7ZfPQ

Are your CX strategies truly driven by curiosity—or just numbers? 🤔 The NPS is up, and the office is buzzing, but the real question remains… do we know why? Metrics are powerful, but they’re only part of the story. They can’t reveal the daily frustrations your customers face or highlight those hidden, unmet needs that could transform their experience. Without these insights, strategies can miss the mark, resources are wasted, and customers feel disconnected. The good news? There’s a better way to approach CX—through curiosity! Curiosity gets to the heart of the why behind the numbers, empowering you to create experiences that meet expectations and exceed them. Here’s how to lead with curiosity:  💬 Dive deeper into customer feedback to uncover frustrations and desires ❓Challenge the status quo and create a culture where teams feel safe to ask questions and spark innovation 👟Walk in your customer’s shoes by testing products and services Curiosity isn’t just about solving problems—it’s about building connections, earning loyalty, and driving long-term success. How is your team embracing curiosity to transform CX? Share your thoughts in the comments—we’d love to hear from you! 💬✨ #CustomerExperience #CXStrategy #CuriosityInCX #Innovation #CustomerJourney #WiCX

Is your CX strategy all talk, or are you actively leading the charge? 🧩 True to its roots, strategy—derived from the Greek for ‘command in warfare’—is about leading with intent, setting bold, measurable goals, and making our work a force for impact. To get CX on leadership’s radar, we need to speak their language. That means framing CX initiatives around tangible business outcomes: boosting retention, driving efficiency, or increasing revenue. 💸 Whether in an official leadership role or not, it’s time to proactively shape the customer experience to align with your organisation’s biggest goals. These insights are inspired by Jeannie Walters, CCXP, CSP’s Inspiration Session at WiCX UnConference 2024, which is packed with actionable strategies for making CX a powerful growth driver. Want to learn how to make CX a strategic asset? Find out more by joining Women in CX: https://lnkd.in/eSJSnmdp #CXStrategy #CustomerExperience #CXLeadership #WomenInCustomerExperience #WiCX