CX Tech, Personalisation, and Business Impact: Inside Judy Bloch’s Award-Winning Approach

In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Judy Bloch,  VP, Industry Executive Advisor and our Women in CX Tech Award Winner.

In this insightful conversation, Judy shares how her background in industrial engineering shaped her structured, results-driven approach to customer experience. From early process improvement work to becoming a global CX advisor, Judy reveals how she connects CX initiatives directly to commercial outcomes – helping organisations prove the value of experience-led transformation.

She also reflects on the power of influence, storytelling, and executive presence in driving change, particularly for women leading in technology-driven environments.

Together, Clare and Judy explore:

• Connecting CX investments to measurable business value in regulated industries.
• Why modern CX leadership requires balancing innovation with empathy.
• The evolution of personalisation – from basic segmentation to real-time, individualised experiences at scale.
• The growing role of AI in enabling proactive, human-centred experiences.
• The importance of thinking like a business leader, not just a CX leader.

This episode celebrates Judy’s pragmatic and commercially savvy approach to CX. Packed with practical wisdom and inspiration, it’s a must-listen for anyone who wants to strengthen their strategic influence, demonstrate impact, and shape the future of experience in their organisations.