In this enlightening discussion, industry leaders will unveil innovative strategies to revamp customer experiences (CX) in traditional, stagnant markets. Discover how to adapt and thrive in sectors resistant to change, leveraging cutting-edge technologies and out-of-the-box thinking. Gain insights into successfully infusing new life into your CX approach, ensuring your brand not only survives but thrives in even the most resistant industries. Don't miss this session, as we explore the intersection of CX and market evolution, promising a brighter, customer-centric future.

Explore the power of personalisation in growing digital experiences. GDS insights, gathered using live polls with CX leaders, reveal a prevailing shift towards humanizing digital interactions and the exploration of technologies.​

Discover how businesses can build deeper connections with customers through human-centered approaches, to foster loyalty, and drive growth, as well as the importance of human behaviours that drive engagement beyond the mere use of technology to build products and platforms. Digital is still by people, for people.

As evidenced by discussions at our last CX Digital Summit on the role of AI in optimising customer experiences and solving specific problems, organisations will prioritise the integration of AI and data analytics into their operations. This integration will enhance efficiency, customer experiences, and decision making processes.

But this is very easy to say; how can you unleash the potential of AI in revolutionising customer experiences in your organisation?

Join us to explore how artificial intelligence is reshaping the landscape of customer service, enabling businesses to deliver personalised, efficient, and predictive customer interactions.

GDS insights, garnered using CX leaders’ real-time opinions, show that when asked “Which of these is the biggest internal hurdle impeding your CX?”, 39% leaders stated competing objectives and KPIs between depts as the biggest issue. In a world rich with solutions, it’s easy for perspectives to become foggy and prioritisation to become skewed between individuals and departments in an organization.

Engage with fellow CX leaders and share insights on prioritisation strategies, resource allocation, and decision-making to drive impactful results. Gain a clearer perspective on tackling complex issues, optimising your CX initiatives, and ultimately delivering superior customer experiences.

Customer Experience is a competitive differentiator. Many customers choose one brand over another because the experience is better, regardless of a lower price. And today, the customer service and CX bar have been raised as your customers’ expectations are higher than ever. Shep Hyken, CX expert, New York Times bestselling author, and the CAO (Chief Amazement Officer) at Shepard Presentations, will share some of his favorite tactics and strategies to create an amazing customer experience that gets customers to say, “I’ll be back!” If you want customers to come back, spend more, and share their positive experiences with others, now more than ever, you must deliver an amazing CX that meets (and sometimes exceeds) your customers’ expectations and separates you from your competition.

Customer service has been rapidly evolving over the past few years with the rise of conversational platforms, chatbots and generative AI. Here's how you can leverage these trends to transform your customer service organisation.

Unlocking the true potential of passenger communities, this session delves into the art of leveraging insights and ideas to elevate customer experience. Explore the strategies required to sustain a continuous flow of creative input, both from within the organisation and from external sources. Delve into the intricacies of the technical and organisational infrastructure that underpins this groundbreaking initiative. Kai Peters will enlighten us with insights on Lufthansa Group's innovative journey into fostering collaborative engagement through their online CoCreation hub. Discover the transformational power of customer involvement in the process of ideation and development.

Learn how to drive customer loyalty with a fully connected tech stack by looking at success stories of Bloomreach and Merkle's key clients.

Faster, more connected, more automated, it seems like our customers and our C-suites are constantly demanding more from CX professionals. In this session, we will look at what these new technologies and consumers have in common and ground ourselves in simple truths and practices so that we can face any new trends with serenity.