Day 2

Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.

In today’s fast-paced, digital-first marketplace, consumers are no longer loyal to products — they’re loyal to brand personalities. Build and evolve as emotionally resonant brands that go beyond transactions and create lasting consumer relationships. Achieve a step-by-step action plan to:

• Shape brand identities that stand out in a cluttered digital landscape.
• Use CX as a platform for expressing brand personality across every digital touchpoint.
• Build long-term equity through consistent visual and narrative brand language.

Amplify brand personalities that resonate in the hearts of your customers — because emotional equity is the new competitive edge.

In a time of rapid digital disruption and evolving policy landscapes, the hospitality industry faces unique challenges. Proactively engage with government stakeholders to influence policies while embracing digital strategies that strengthen resilience, improve customer experiences, and ensure long-term financial success. Take back to your office strategies to:

• Build influential relationships with public officials to advocate for digital innovation, funding, and policy alignment in hospitality.
• Assess evolving regulations, including digital privacy laws and data governance, and develop advocacy strategies that support innovation and guest-centric service delivery.
• Navigate how digital infrastructure, such as virtual service models, AI-powered personalization, and omnichannel CX, can help hospitality organizations adapt quickly to policy shifts and consumer expectations.

Optimize impact measurement with data to drive smarter decisions, demonstrate value, and align CX initiatives with evolving business and policy priorities.

Consumer trust is hard to build and can be lost in seconds. Keep up with evolving consumer expectations through swift action backed by reliable, actionable data. Develop a blueprint to:

• Support strategic decision-making with a view of market-wide trends — not just isolated data points.
• Compare physical vs. digital shelf setups and implement strategies to identify and monitor competitors in each space.
• Master the ability to turn raw data into actionable insights.

Excel in your brand’s ability to navigate data complexity and accelerate decision-making to build lasting trust in today’s digital marketplace.

Understanding the evolving landscape of customer experience technology is crucial for staying competitive. Improve how you evaluate and implement the right tools to meet modern customer demands. Develop a blueprint to:

• Understand why customer expectations are changing.
• Visualize what an augmented Support or Success Agent looks like.
• Make the correct decisions on digital CX tools, process, and people.
• Explore tangible examples to capitalize on technology trends and understand customers’ evolving expectations.

Optimize your CX strategy by selecting the right tools and processes to deliver exceptional customer experiences that drive lasting loyalty.

Tired of the ad-hoc approach to customer experience? It’s time to adopt an always-on mentality to stay attuned to customers’ shifting mindsets. Master the success factors to:

• Recognize the need for a more sustainable approach to understanding customers.
• Strategically and systematically leverage text data from various sources, including regularly collected NPS and CSAT feedback.
• Uncover a comprehensive understanding of customer behaviour.

Adapt based on real-world examples of CX research to uncover deeper insights and enhance customer understanding across every touchpoint.

As we face economic uncertainty and market volatility, executives are prioritizing the need for technology investments and expenditures to yield clear ROI. Adopt best practices to:

• Re-evaluate your investment choices to guarantee value.
• Prepare your CX teams to measure and communicate the business impact of their initiatives.
• Leverage investments in CX as a lifeline, even in challenging economic conditions.

Achieve profitability in a tightening economic environment to meet the evolving needs of your customer base.

Grab a drink and join your peers for the last session of the day where you set the agenda. Discuss your most pressing needs on:

• Any missing topic you’d like to go into more detail?
• Any highlights missing from the agenda?
• Want to take the pulse of the room on your personal bugbear?

Join hands in exceeding expectations in customer experience.