CX Innovation Digital Summit: Driving transformation for the customer experience
CX Innovation Digital Summit
Embark on a transformative journey into the realm of customer experience, where the pursuit of elevated satisfaction, personalized engagement, and seamless interactions is reshaping the landscape.
Join renowned thought leaders, industry experts, and disruptive innovators for an inspiring 3-day virtual event that explores the intricacies and possibilities of customer-centric practices across diverse sectors.
Why Attend
New connections
Build new connections with likeminded senior leaders
Business trends
Stay current with emerging business trends
Key takeaways
Downloadable and actionable takeaways
New partnerships
Accelerate key projects through meaningful new partnerships
Insights
De-risk new projects by gaining a broad range of insights
New technologies
Understand the impact new technology can make
Event Agenda
09:00 - 09:10
Opening Remarks
Intro & diamond commentary
09:10 - 09:40
Keynote
09:45 - 10:20
09:45 - 10:20
Panel Discussion
Navigating staff shortages: AI's response
In an era marked by staff shortages and increasing demands for exceptional customer experiences, this panel session delves into the role of artificial intelligence (AI) in addressing these challenges. The discussion brings together industry experts, thought leaders, and practitioners to explore the intersection of AI technology and customer experience in the face of limited staffing resources.
The panel examines how AI solutions have evolved to fill the gaps created by staff shortages, enabling organizations to provide personalized and efficient customer interactions. By automating routine tasks, streamlining processes, and leveraging machine learning algorithms, AI empowers businesses to optimize their resources and deliver enhanced experiences that drive customer satisfaction.
Through real-world examples and case studies, the panellists highlight the transformative impact of AI in customer service, including intelligent chatbots, virtual assistants, and predictive analytics. They also explore the potential ethical implications, emphasizing the importance of maintaining a human touch while harnessing the power of AI.
Key topics of discussion include:
- Leveraging AI-powered chatbots and virtual assistants to augment customer support teams.
- Applying predictive analytics to forecast customer needs and proactively address issues.
- Ensuring a seamless integration between AI and human agents for a cohesive customer journey.
- Ethical considerations in the use of AI, including data privacy and transparency.
- Strategies for upskilling and reskilling staff to collaborate effectively with AI technologies.
Join this engaging panel session to gain insights into how AI can act as a force multiplier, enabling organizations to overcome staff shortages while delivering exceptional customer experiences in the digital age.
10:20 - 10:30
Insight Break
10:30 - 11:30
Roundtables
Track 1: Do more with less: Transforming fragile budgets
In the customer experience industry, where budgets can be fragile, this track explores the challenge of doing more with less. Experts share innovative strategies and real-world examples to optimize efficiency and maximize customer satisfaction within limited financial resources. Participants gain practical insights on allocation, technology utilization, and data-driven decision-making, leaving with a refreshed perspective on achieving excellence within budgetary constraints.
- How can organizations in the customer experience industry overcome the challenge of limited budgets and still deliver exceptional customer satisfaction?
- What are some innovative strategies that companies can adopt to optimize efficiency and achieve more with less in the customer experience industry?
- How can technology utilization help organizations transform fragile budgets and enhance the overall customer experience?
- What role does data-driven decision-making play in maximizing customer satisfaction within limited financial resources in the customer experience industry?
- Can you provide real-world examples of companies that have successfully transformed their fragile budgets into opportunities for excellence in the customer experience industry?
Track 2: Unlock the power of personalization: Elevating the customer experience
In an engaging exploration, we delve into the power of deeper personalization and trust. Discovering the essence of connection and empathy, Experts unravel strategies to forge lasting bonds.
From tailored recommendations to customized interactions, the discussion unveils the magic of personal touch. Embracing data-driven insights and human understanding, we navigate the delicate balance of technology and empathy.
As trust emerges as the cornerstone of loyalty, Industry leaders share their secrets to cultivate it. Building transparent communication and genuine relationships, we unlock the door to customer loyalty and advocacy.
Through this enlightening dialogue and shared expertise, we uncover the transformative potential of personalization. Embracing trust as the foundation of exceptional experiences, we unlock the hearts and minds of customers, forever.
- What are the key challenges faced by organizations in unlocking the power of personalization to elevate the customer experience?
- How can companies strike a delicate balance between utilizing technology and nurturing empathy to achieve deeper personalization in the customer experience industry?
- What strategies and approaches can organizations adopt to build trust and forge lasting bonds with customers in the context of personalized experiences?
- How can data-driven insights be effectively leveraged to deliver tailored recommendations and customized interactions that resonate with customers on a deeper level?
- Can you share examples of industry leaders who have successfully harnessed the transformative potential of personalization to cultivate customer loyalty and advocacy?
Track 3: Stewards of customer data: Safeguarding trust and delivering exceptional CX
In today's data-driven world, the collection, management, and utilization of customer data have become critical components of delivering exceptional customer experiences (CX). However, the responsibility to act as stewards of customer data is equally important to foster trust and maintain ethical practices within the CX industry.
This group discussion will delve into the role of organizations as custodians of customer data, exploring various aspects of data stewardship and its impact on CX. The session will bring together industry professionals, CX practitioners, and data experts to exchange insights and perspectives on the following key areas:
- What are the primary challenges faced by organizations in effectively safeguarding customer data while delivering exceptional customer experiences?
- How can organizations strike a balance between utilizing customer data to personalize experiences and maintaining customer trust and privacy?
- What are the ethical considerations and best practices that organizations should adhere to when collecting, managing, and utilizing customer data in the context of delivering exceptional CX?
- How can organizations ensure data security and protection against potential breaches or unauthorized access, while still leveraging customer data to enhance the overall customer experience?
- In an increasingly regulated landscape, what are the compliance challenges and considerations that organizations need to address when it comes to stewarding customer data and delivering exceptional CX?
11:30 - 12:00
Headline Keynote
09:00 - 09:10
Opening Remarks
Stop talking about CX
CXO Todd Unger has some unorthodox advice for Customer Experience leaders: stop talking about CX.
Why? Because it’s unlikely that anyone understands what you’re talking about.
What they will understand: how eliminating friction across the customer journey drives customer growth and retention. That’s the language that drives progress across the four corners of customer experience: marketing, product, commerce and service - and it’s what gets funding and priority.
Having lived through the era of ‘digital transformation’ as a Chief Digital Officer more than 10 years ago, Unger has seen firsthand the benefits of this approach. As a CXO, he has a prediction for where the field of CX is going and believes a friction-free future is well within our grasp.
09:10 - 09:50
Panel 2
Insights into the human experience: The fascinating progression of emotive analytics
This captivating panel session delves into the groundbreaking concept of "emotive analytics" and its profound impact on the customer experience industry. With the increasing recognition of the importance of emotions in shaping customer perceptions and behaviours, organizations are embracing the power of advanced analytics to gain deeper insights into customer emotions and enhance their overall experience.
09:55 - 10:05
Insight Break
10:05 - 11:05
Roundtables
Track 1: Do more with less: Transforming fragile budgets
In the customer experience industry, where budgets can be fragile, this track explores the challenge of doing more with less. Experts share innovative strategies and real-world examples to optimize efficiency and maximize customer satisfaction within limited financial resources. Participants gain practical insights on allocation, technology utilization, and data-driven decision-making, leaving with a refreshed perspective on achieving excellence within budgetary constraints.
- How can organizations in the customer experience industry overcome the challenge of limited budgets and still deliver exceptional customer satisfaction?
- What are some innovative strategies that companies can adopt to optimize efficiency and achieve more with less in the customer experience industry?
- How can technology utilization help organizations transform fragile budgets and enhance the overall customer experience?
- What role does data-driven decision-making play in maximizing customer satisfaction within limited financial resources in the customer experience industry?
- Can you provide real-world examples of companies that have successfully transformed their fragile budgets into opportunities for excellence in the customer experience industry?
Track 2: Unlock the power of personalization: Elevating the customer experience
In an engaging exploration, we delve into the power of deeper personalization and trust. Discovering the essence of connection and empathy, Experts unravel strategies to forge lasting bonds.
From tailored recommendations to customized interactions, the discussion unveils the magic of personal touch. Embracing data-driven insights and human understanding, we navigate the delicate balance of technology and empathy.
As trust emerges as the cornerstone of loyalty, Industry leaders share their secrets to cultivate it. Building transparent communication and genuine relationships, we unlock the door to customer loyalty and advocacy.
Through this enlightening dialogue and shared expertise, we uncover the transformative potential of personalization. Embracing trust as the foundation of exceptional experiences, we unlock the hearts and minds of customers, forever.
- What are the key challenges faced by organizations in unlocking the power of personalization to elevate the customer experience?
- How can companies strike a delicate balance between utilizing technology and nurturing empathy to achieve deeper personalization in the customer experience industry?
- What strategies and approaches can organizations adopt to build trust and forge lasting bonds with customers in the context of personalized experiences?
- How can data-driven insights be effectively leveraged to deliver tailored recommendations and customized interactions that resonate with customers on a deeper level?
- Can you share examples of industry leaders who have successfully harnessed the transformative potential of personalization to cultivate customer loyalty and advocacy?
Track 3: Stewards of customer data: Safeguarding trust and delivering exceptional CX
In today's data-driven world, the collection, management, and utilization of customer data have become critical components of delivering exceptional customer experiences (CX). However, the responsibility to act as stewards of customer data is equally important to foster trust and maintain ethical practices within the CX industry.
This group discussion will delve into the role of organizations as custodians of customer data, exploring various aspects of data stewardship and its impact on CX. The session will bring together industry professionals, CX practitioners, and data experts to exchange insights and perspectives on the following key areas:
- What are the primary challenges faced by organizations in effectively safeguarding customer data while delivering exceptional customer experiences?
- How can organizations strike a balance between utilizing customer data to personalize experiences and maintaining customer trust and privacy?
- What are the ethical considerations and best practices that organizations should adhere to when collecting, managing, and utilizing customer data in the context of delivering exceptional CX?
- How can organizations ensure data security and protection against potential breaches or unauthorized access, while still leveraging customer data to enhance the overall customer experience?
- In an increasingly regulated landscape, what are the compliance challenges and considerations that organizations need to address when it comes to stewarding customer data and delivering exceptional CX?
11:10 - 11:35
Innovation Exchange Keynote
11:35 - 12:05
Closing Keynote
09:00 - 09:10
Opening Remarks
Stop Talking about CX
CXO Todd Unger has some unorthodox advice for Customer Experience leaders: stop talking about CX.
Why? Because it’s unlikely that anyone understands what you’re talking about.
What they will understand: how eliminating friction across the customer journey drives customer growth and retention. That’s the language that drives progress across the four corners of customer experience: marketing, product, commerce and service—and it’s what gets funding and priority.
Having lived through the era of ‘digital transformation’ as a Chief Digital Officer more than 10 years ago, Unger has seen firsthand the benefits of this approach. As a CXO, he has a prediction for where the field of CX is going and believes a friction-free future is well within our grasp.
09:10 - 09:35
Keynote
09:40 - 09:45
Trivia Quiz
09:45 - 09:55
09:45 - 09:55
Insight Break
09:55 - 10:00
Trivia Results
10:00 - 10:30
Masterclass
10:30 - 11:15
Roundtable Leaders Panel
11:20 - 11:45
Closing Keynote
11:45 - 11:50
5 Key Takeaways
Speakers Include
Jay Hollister
Rence Winetrout
Renee Gibson
Brian Timmeny
Vijay Hanumolu
Todd Unger
Joe Mueller
Amit Nanavati
Rebecca Wooters
Vivek Rastogi
Melinda Keith
Kevin Counihan
An immersive
Digital Summit
interactive features including:
Audience Interaction
Engage with a virtual live audience just as you would at a physical event and create meaningful conversations.
Interactive Live Polling
Keep engaged through interactive live polling and gamification tools.
Direct connections
Ask your questions face-to-face with the speakers via our leading stage technology.
Relationship building
Build stronger connections with leading executives that you will take with you through your career
Thought Leadership
Content and insight from industry experts when it matters most
Intelligent interaction
Interactive quizzes gamify your experience
Apply to attend
Meet with fellow industry leaders and solve today’s greatest business challenges.
Thank you for your interest. One of the team will be in touch soon.
Frequently asked questions
A Digital Summit from GDS Group is a 3-day event experience bringing multiple partners and senior decision makers together. Within this immersive enviroment they discover new technical solutions, share learning opportunities and discuss trending industry topics which boosts insight, conversation and connections.
There are a couple of ways you can participate in a GDS event experience; as a partner or as an attendee. Whichever you are interested in, do get in touch.
Global senior decision makers from leading industry brands attend our event experiences. Between 2020 to May 2023, 34,473 senior executives attended our event experiences. If you are interested in attending a GDS event experience, please check out our upcoming events.
At one of our GDS Digital Summits there are several speaking slot packages available for you – 2x power insights commentator slots, keynote panel seats, masterclass hosting, prime keynote slot, and headline keynote slot.
Get in touch with us to learn more.
Yes! We partner with leading brands all across the globe – for partnership opportunities please get in touch.