Discover latest insights on Customer Strategy.

Customer experience (CX) is at the top of every business’ priority list. It concerns the CEO, the CMO and even the CIO. Emerging technology, changing consumer needs and effective use of customer data are all critical elements when ensuring your CX strategy is as powerful as possible in a competitive and digital landscape.


The CX evolution continues as organizations move up the CX maturity model. There is a need for a solid return on the CX investments that have been made and it’s paramount to be able to show return to the business through customer metrics, analysis and customer data. 

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2019 Agenda

Check out what we covered in 2019.

Track A
Building Foundation
This track will help you kick-start your CX initiatives in all aspects of your organization. We will examine how to build and maintain a customer vision and strategy, whether customers are consumers. businesses or whether delivery is direct or indirect. We will then explore how to measure, govern and architect the technology needed to support that strategy. This track also features the impact of your strategy on your organization and departments, as well as individual employees. This track will then explore the path of the cultural change to a fully customer-driven organization.
Track B 
Powering Innovation
After taking the first steps in your CX initiatives, this track is focussed on embracing new emerging technologies and digital design capabilities to deliver AI-powered CX, as well as more personalized customer journeys. This track will also take a closer look at customer analytics and how to deliver the dream of a customer 360 view, including those initiatives you need to think about regarding the overall employee experience.
Track C
Driving Transformation
Many organizations are on their digital transformation journey, and some have been for a number of years. As you make progress with your CX initiatives, you also need to ensure your customer strategy is future proof. Digital Business is driving an overall business model change and this track will examine how to re-architect your CX technologies for the success of the digital business.
Track D
Gaining Trust
Around the world, customer experience quality has largely stalled. Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever. But the data also shows that trust in companies has dropped precipitously. This track will discuss data capturing, access to data, authenticity, transparency, and accountability, AI Ethics and the importance of Customer Success to (re)gain trust.

Hot topics from 2019!

CX Vision and Strategy


Customer Data & Analytics

Customer Metrics

Culture and People

Voice of the Customer

Artificial Intelligence in CX

CX Solutions & Supporting Architecture

Find solutions for your most pressing customer needs.

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