In a world that’s increasingly experience focused, how do you position your brand and CX from product-first to experience first?

We discuss the shift towards journeys versus interactions and the opportunity for brands when they get this right.

Mark Hillary – Carnaby Content
Dave Pattman – Gobeyond Partners
Adrian Furnham – Norwegian Business School

Audiences expect a unified CX proposition, regardless of need, channel, location, or time. How are brands meeting these ever-increasing demands on CX solutions, and how should they prepare for the future marked by the rise of new channels and technologies.

Peter Ryan – Ryan Strategic Advisory
James Anderson – Bain & Company
Chams Ejjaouani – Zendesk
Michael DeSalles – Frost & Sullivan
Ali Close – IDC

Customers’ desire for truly relevant useful and timely information is insatiable. They seek products, tools and services that provide the right information at the right time, in a digestible, intuitive, and actionable format, tailored to the individual. With across-the-board progress in the pillars of AI, expectations around information collection and delivery are only set to heighten, so how can brands make sense of this complexity?

Dave Pattman – Gobeyond Partners
Peter Ryan – Ryan Strategic Advisory
Chams Ejjaouani – Zendesk

Being customer-centric is viewed critical for business success. But how can you design the experience around your customer and what can brands do now to fulfill these high customer expectations?

Norm DePeau – Cisco
Dave Pattman – Gobeyond Partners
Mark Hillary – Carnaby Content

Even with many new unicorns showing at the horizon, several established players remain firmly at the top. How do the CX driven giants of 2021 maintain their competitive edge in this new age and always think customer first?

Sophie Pietremont – Zendesk
James Anderson – Bain & Company
Peter Ryan – Ryan Strategic Advisory
Mark Hillary – Carnaby Content

Customer expectations have evolved rapidly, being met with value propositions of new players addressing needs we didn’t even know we had before. From brick and mortar to online barter brands and online marketplaces, driven by a rise in environmental consciousness, what are the major trends in the age of the unicorns?

Chams Ejjaouani – Zendesk
Chloe de Mont-Serrat – The Nest by Webhelp
Sandrine Asseraf – Webhelp

Is it magic? What makes a unicorn a unicorn? Discover how does a CX centric approach spells success for digitally native brands, and what established players can learn from the new generation magicians

Peter Ryan – Ryan Strategic Advisory
Sophie Pietremont – Zendesk
Chams Ejjaouani – Zendesk
Mark Hillary – Carnaby Content

Brand perception is heavily influenced by consumer consciousness as they increase their cry for change from their favorite brands. How can investing in their ESG strategy help brands drive brand advocacy?

Adrian Furnham – Norwegian Business School
François Faelli – Bain & Company
Sandrine Asseraf – Webhelp

Companies could have a bigger impact than governments in driving change, creating a new paradigm. How do brands drive brand loyalty by adapting their role in a constantly changing world?

François Faelli – Bain & Company
Rita Soni – Everest Group
Sandrine Asseraf – Webhelp

It’s not charity. With the rapid technological advancements, inclusive sourcing helps businesses tap into the best talent that might have had hurdles to the labor market before, winning the war on talent while positively impacting the lives of many.

Rita Soni – Everest Group
Sandrine Asseraf – Webhelp

How can we plan for an ever more data-centric future? Protecting brands and their fans in an ever more online world is key. And how do we educate the end user of any product or service in a hyper-personalized, data driven, privacy challenged world?

Dave Pattman – Gobeyond Partners
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan
Peter Ryan – Ryan Strategic Advisory

We know digital channel adoption is increasing. But what does this mean for customer service advisors? We explore what skills people will need for the future, and how brands can attract and engage their ambassadors of tomorrow.

Adrian Furnham – Norwegian Business School
Peter Ryan – Ryan Strategic Advisory
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan

Brand reputation hinges not only on CX but also EX. Why is it key for brands to invest in their employee experience and how does it translate to business success, helping brands win the war on talent and boosting their brand perception in a fully transparent online world.

Adrian Furnham – Norwegian Business School
Sandrine Asseraf – Webhelp
Chams Ejjaouani – Zendesk

How has the focus on mental health and employee wellbeing shaped future approaches to CX? If our teams are unhappy, can they deliver top-notch CX? Let’s focus on the importance of engagement to drive happiness

Adrian Furnham – Norwegian Business School
Sandrine Asseraf – Webhelp
Rita Soni – Everest Group

What does AI really mean for CX? From chatbots to machine learning, we’ll cover the opportunities and pitfalls of this vital tech and discuss the most exciting new developments.

Dave Pattman – Gobeyond Partners
Dr. Arjan van Hessen – Telecats
Arte Merritt – Amazon Web Services
Mark Hillary – Carnaby Content
Ali Close – IDC
James Anderson – Bain & Company

Tech brands, subscription services and many more business are entering a new phase of product personalization, creating CX on an individual basis. What can we learn from these cutting-edge approaches, and how is it shaping customer expectations?

James Anderson – Bain & Company
Ali Close – IDC
Mark Hillary – Carnaby Content
Dave Pattman – Gobeyond Partners
Sophie Pietremont – Zendesk

Smart businesses are thinking about their CX now and in 20 years’ time. Dive into the lessons learned from shifting expectations between gen Y, and Z.

Ali Close – IDC
Peter Ryan – Ryan Strategic Advisory
Michael DeSalles – Frost & Sullivan

Does AI spell the end of the CX workforce, and is it the biggest opportunity we’ve ever had to overhaul the industry? We unpick CX 100 years from now with the best minds in the industry, imagining the role of people and technology in creating seamless, human experiences.

Olivier Duha – Webhelp
Mark Hillary – Carnaby Content
Ali Close – IDC