Last month, GDS Group wrapped an exhilarating 3 days at the Customer Experience European Summit and the insights shared were nothing short of game changing. Here are the main takeaways from our event that will shape the future of customer experience (CX).
Takeaway 1: The dynamic duo: real-time data and assisted intelligence
Real-time data stole the spotlight, and Heliana Romanelli from Unilever showcased the true power of implementing artificial intelligence (AI) as “assisted intelligence.” Imagine using AI to forecast volumes, enabling real-time replenishment, and even creating Ben and Jerry’s freezers that automatically order stock! Heliana’s quote resonated profoundly: “The power we have by understanding consumer response in real-time, using AI to simulate and generate alternatives, is something we’ve never seen before.” So, how can we continue harnessing this technology in the ever-evolving CX space?
Takeaway 2: Beyond numbers – are we really listening?
While real-time data, tech, and AI are undeniably incredible, words from an attendee during day 2 struck a chord. They shared, “we need to focus more on what the customer is saying than the numbers.” The sentiment echoed throughout the summit, emphasising the need to dive deep into customer input across the entire customer journey. Numbers follow trends, but genuine insights emerge when we actively listen to our customers.
Takeaway 3: Culture is the secret sauce
One of our favourite quotes from the CX summit was from Samip Mutha from Robosoft Technologies. He shared, “culture is nothing but habits at scale.” This emerged as a resounding theme. A lot of our audience, senior customer experience leaders, expressed concerns about getting team and board buy-in, proving ROI, and changing internal culture. In fact, one poll revealed that 22% of our audience identified culture as a pressing concern for the next six months. The solution? Small tests and experiments to prove the worth, backed by figures and KPIs for the board. It’s about reassuring your teams that new technology is here to support, not replace them.
Host, Stephanie Garey, revealing the results from a GDS poll at the CX EU Summit
Bonus takeaway: Artificial intelligence or assisted intelligence?
Lastly, with so much discussion around AI, Adam Miles from Pearson shared that his organization is redefining AI from artificial Intelligence to “assisted intelligence.” The shift in perspective opens a world of possibilities in enhancing our understanding of AI. This change in meaning adds a touch of humanity to the tech realm.
As we move forward, let’s continue embracing real-time data, deep customer insights, and a transformative culture to propel the CX space into uncharted territories. The future is exciting, and together, we’re shaping it! So why not join us at our next event?
GDS Summits are tailored 3-day virtual event conferences that bring together business leaders and solution providers to accelerate sales cycles, industry conversations and outcomes. Regarding the CX Innovation Summit 86% of Delegates said the overall experience of Digital Summit they attended was either Above Average or Excellent and 71% of Delegates said the Digital Summit provided them with actionable outcomes to support their current initiatives.
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