Day 1

CX and UX as an industry, career path, and business function, are undergoing one of the most significant transitions ever experienced. While the objectives remain focused on creating better experiences to drive better results, traditional practices, technologies, and dependencies are being redefined. Source practical tips to:

• Navigate the explosion of data dependency.
• Identify and apply current sourcing strategies and solutions for customer and user experience.
• Understand the evolution – or breakdown – of experience as we know it.

Adapt your CX and UX approach to meet the demands of this rapidly shifting landscape.

Increase conversions and transform your organization with new process models. Prepare to adapt to the next normal. Develop a blueprint to:

• Leverage improvement strategies to support digital business models.
• Implement proven approaches to increase team engagement.
• Identify the capability investments needed to adapt and act.

Optimize resilience and readiness with enhanced digital fluency to withstand disruption, support innovation, and respond confidently to change.

Strategically adopt new technologies with your business vision. Master how AI, automation, and data-driven innovation are transforming customer experiences from the inside out. Adopt best practices to:

• Translate emerging technologies into strategic business outcomes that matter.
• Leverage intelligent tools to drive efficiency, personalization, and loyalty.
• Secure C-suite and board-level support for technology-led CX transformation.
• Redefine KPIs for AI-enabled CX by measuring what really drives long-term growth.

Advance your ability to navigate complexity, scale innovation, and lead CX transformation to deliver measurable impact, long-term growth, and future-ready customer experiences.

Create digital experiences that lead to better customer outcomes. Whether you’re engaging a new prospect or a loyal customer, delivering a seamless, personalized experience begins with a connected VOC platform that provides a complete view of customer insights. Take back to your office strategies to:

• Optimize every digital interaction from websites and mobile apps to social media and chat services.
• Make every digital interaction intuitive, fast, and responsive.
• Integrate customer data and leverage AI to deepen understanding of customer preferences and the capabilities of next-gen VOC platforms.

Reduce friction points while ensuring a consistent brand voice to maximize value

• Explore the latest CX technology and strategies with our leading sponsors.
• Share your challenges with the biggest innovators in the business.
• Schedule one-to-one private meetings for personalized advice.

By detecting tone, sentiment, and emotional cues, AI can adapt responses in real time, improving empathy, reducing frustration, and increasing customer satisfaction. Master the success factors to:

• Deploy a virtual agent that achieves a 92% automation rate — handling routine queries, verifying identity, and resolving issues with minimal human involvement.
• Reduce operational costs by automating high-volume interactions while simultaneously delivering faster, more personalized service.
• Expand accessibility to understand and respond in multiple languages to help businesses serve diverse customer bases seamlessly and inclusively.

Achieve reduced wait times and fewer call transfers by routing calls dynamically and solving problems without human intervention.

Intuitive visual tools help bridge the data literacy gap — enabling individuals to make informed decisions about their health and well-being. Walk away with an action plan on:

• Tailoring dashboards and visual interfaces to individual health profiles and preferences, making the data more meaningful and actionable for users.
• Using timelines, progress indicators, and comparisons to provide context and help users understand trends or alerts.
• Encouraging ongoing interaction with health platforms with clear data sources, transparent insights, and strong privacy protections to increase user trust.

Optimize your interfaces to provide seamless, accessible health data experiences for all users.

In an era where customer attention is fragmented and expectations are higher than ever, precision and personalization in advertising are essential. Dive into the evolving world of programmatic advertising. Achieve a step-by-step action plan to:

• Connect performance metrics with CX goals, ensuring ad spend aligns with customer satisfaction.
• Understand how programmatic advertising directly influences the digital customer experience, beyond just ad delivery.
• Leverage insights and predictive tools to tailor campaigns that feel personal, timely, and relevant.
• Dynamically adjust messaging and targeting mid-flight to maximize impact.

Amplify campaign performance through platform collaboration to deliver truly immersive and effective campaigns.

In a world of over-promised tech and underwhelming service, brands are racing to implement AI layers while neglecting the core of what truly earns customer loyalty. Challenge the status quo of digital CX by unpacking hard truths about customer retention, hollow personalization, and the illusion of loyalty in a crowded marketplace by drawing on real-world stories and customer pain points. Walk away with an action plan on:

• Re-earning customer trust at every touchpoint.
• Recognizing the risks of masking poor experiences with AI “solutions” instead of addressing foundational issues.
• Designing memorable CX moments that transform transactions into lasting relationships.
• Reframing “earned loyalty” vs. customer fatigue and why many programs fail to deliver.
• Sharing real stories that highlight the emotional disconnect between brand promises and actual experiences.

Advance what it means to serve, not sell, to build trust, create lasting impact, and shape customer relationships that go beyond the transaction.

Data analytics is reshaping the landscape of digital CX and plays a vital role in creating value for businesses. Leverage data-driven insights to not only enhance customer experiences but also drive operational efficiency and revenue growth. Master the success factors to:

• Use customer data to understand behaviours, preferences, and expectations, enhancing customer experience at every touchpoint.
• Optimize operational efficiency and leverage analytics to streamline operations, reduce costs, and improve customer satisfaction.
• Translate data insights into business growth and increased revenue.

Achieve a customer-centric, data-powered strategy to deliver smarter decisions, elevate experiences, and drive sustainable growth.

Elevate digital customer experience with the mindset, strategy, and execution behind world-class performance. Design seamless, engaging, and emotionally resonant customer journeys by embracing the pursuit of excellence and data-driven performance tracking. Create a roadmap to:

• Apply high-performance frameworks used by elite athletes to inform CX leadership and team development.
• Translate the engagement of live sports audiences into digital-first CX strategies.
• Build resilient teams and adaptable experiences for fast-changing digital environments.
• Use continuous improvement and performance metrics to incrementally refine the customer journey.

Heighten a culture of excellence, discipline, and motivation to consistently deliver customer experiences that inspire trust, loyalty, and long-term advocacy.

Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!