The Reality of Going Solo in CX: Resilience, Loss & Rebuilding a Career

Discover how Katie Stabler built a thriving CX consultancy through resilience, authentic leadership, and a human-centred approach to customer experience. In this special edition of the Inspiring Women in CX podcast series, celebrating the winners of the Inspiring Women in CX Awards 2025, Katie Stabler joins Clare Muscutt to explore what it really takes to build a successful customer experience consultancy rooted in humanity, resilience, and authentic leadership. Named Solopreneur of the Year 2025, Katie reflects on her journey from unexpected redundancy to running a thriving independent CX consultancy for over five years. Together, Clare and Katie unpack the realities of solopreneurship, navigating personal adversity, and maintaining a human-centred CX philosophy in an increasingly AI-driven world. The conversation also dives into Katie’s book, CXism, which challenges traditional views of customer experience by reframing CX as a cultural belief system rather than simply a business function. Whether you're a CX consultant, leader, founder, or someone navigating the future of customer experience in the age of AI, this episode offers honest insights into resilience, leadership, and building a values-led business.   Key Insights: - Building a customer experience consultancy in an AI-driven world requires more human connection – not less. - Resilience in business is often about continuing to show up through uncertainty and personal adversity. - Human-centred CX creates stronger long-term customer relationships built on trust and empathy. - Solopreneurship can feel isolating, but it also creates freedom, adaptability, and authenticity. - Visibility, relationships, and reputation can become more powerful than traditional marketing strategies. - CXism reframes customer experience as a mindset and cultural philosophy rather than a department or process.   Timestamps: 02:07: Career Inspiration & Human-Centred CX Leadership 05:48: Staying Human in an AI-Driven Customer Experience Industry 10:03: Why Women in CX Technology Matter More Than Ever 12:19: Starting a CX Consultancy During the Pandemic 19:42: Burnout, Grief & Building Resilience as a Solo Entrepreneur 29:19: Writing “CXism” & Growing a Global CX Brand 37:17: Advice for Women Starting a Business in Customer Experience About Katie Stabler: Katie Stabler is an award-winning customer experience consultant, speaker, and author of CXism. As the Inspiring Women in CX Awards 2025 Solopreneur of the Year winner, Katie is passionate about helping organisations create more human-centred customer experiences through culture, empathy, and authentic leadership.   Resources & Links: - Explore the Women in CX Community - Learn more about the Inspiring Women in CX Awards - Discover upcoming Women in CX Events - Listen to more Inspiring Women in CX Podcast Episodes