Preview Agenda – Chief Customer Experience Officer Summit London
Wednesday 15 May

12:30 - 13:30 | Arrival & Networking - Executive Lunch

13:30 - 13:40 | Chairperson Introduction & Overview

13:40 - 13:50 | Opening Speech - 10 minutes Focus Lightning Talk

Revolutionising the Future: Dynamic Industry Trends & Bold Forecasts for Chief Customer Experience Officers (CCXOs)

13:50 - 14:30 | Interactive Panel

[Digital Transformation] Navigating the Digital Frontier: Transforming Customer Experiences in the Age of Disruption

-Explore how digital transformation is reshaping customer expectations and the strategies CCXOs can employ to lead their organisations through this era of disruption.
-Embracing emerging technologies, including AI-powered CX, for enhanced customer interactions and streamlined processes.
-Balancing innovation with data privacy and security concerns in the digital landscape.
-Revolutionising customer interactions, automating processes, and elevating the entire digital customer journey through the untapped potential of AI.
-Discovering the art of synergy between GenAI & CX, unveiling innovative strategies, personalised solutions, and the anticipation of customer preferences.
-Unveiling strategic approaches to maximise Customer Lifetime Value (CLV) through data-driven insights, tailored offerings, and the cultivation of enduring customer relationships.
-Case studies of successful digital transformations in the UK market, highlighting best practices, challenges overcome, and the resulting impact on customer experiences.

14:30 - 15:00 | Networking Coffee Break

15:00 - 16:00 | Interactive Panel Leading to Roundtable Discussion

[Data Privacy and Security] Data-Driven CX Excellence: Leveraging Insights to Delight Customers and Drive Business Growth

-Dive into the role of data in delivering exceptional customer experiences, with a focus on harnessing insights, ensuring data privacy, and driving personalised interactions.
-Strategies to enhance Customer Lifetime Value (CLV) through data-driven insights, personalised offerings, and long-term customer relationship building.
-Unleashing the Potential of AI in CX – Exploring how AI transforms customer interactions, automates processes, and enhances the overall customer journey.
-The power of predictive analytics in understanding customer behaviour.
-Strategies for maintaining data privacy and building customer trust.
-Implementing data-driven personalisation for improved customer engagement.
-Harnessing GenAI for Personalised Experiences & understanding how GenAI contributes to innovative CX strategies, offering personalised solutions and predicting customer preferences.

16:00 - 16:20 | Networking Coffee Break

16:20 - 17:20 | Interactive Panel Leading to Roundtable Discussion

[Customer-Centric Culture] Building a Customer-Centric Culture: Strategies for Sustainable Success

-Harnessing the transformative capabilities of AI to enhance customer interactions, streamline processes, and elevate overall customer satisfaction.
-Explore the challenges and opportunities in fostering a customer-centric culture within organisations, emphasising the role of leadership, employee engagement, and aligning internal processes with customer needs.
-Shifting organisational mindset toward customer-centricity.
-Strategies for engaging and empowering employees in delivering exceptional CX.
-Exploring how GenAI contributes to personalised customer experiences, data-driven decision-making, and innovative approaches to meet evolving customer expectations.
-Real-world examples of organisations successfully cultivating a customer-centric culture.

17:20 - 17:30 | Closing Remarks

End of Summit