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26 - 28 Apr • Europe • Online

Making End to End Experiences that Matter

Days

Hours

Mins

Secs

CX Innovation Summit

2020 introduced several challenges into the sector, with a sharp rise in e-commerce and retailers having to rethink their strategies. Organizations need to constantly differentiate themselves and their product offerings

Sense check your approach with likeminded industry experts, sharing insight on business-critical challenges and disruptive technology and drive your industry forward collaboratively.

70

Attendees

100%

Senior Executives

9 Hrs

Industry Insights
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Why Attend

Connect with 70+ senior CX Innovation leaders for a curated agenda focused on tackling your current business critical challenges and driving industry forward.

Our summits are designed to help you:

Build new connections with likeminded senior leaders

Stay current with emerging business trends

Understand the impact new technology can make

De-risk new projects by gaining a broad range of insights 

Accelerate key projects through meaningful new partnerships

Downloadable and actionable takeaways

Past Programme

Day one
Day two
Day three

09:00 - 09:20

09:00 - 09:20

Opening Remarks

09:20 - 09:50

09:20 - 09:50

Keynote

Uniting Online and Offline: Bringing the new Omni customer journey together

Naveen Seshadri Global Chief Digital Officer , Footlocker

09:55 - 10:35

09:55 - 10:35

Workshop

Making End to End Experiences that Matter

Rusty Jensen VP RevGen, Nice InContact

10:35 - 10:45

10:35 - 10:45

Insight Break

10:45 - 11:45

10:45 - 11:45

Roundtables

Track 1: Convenient, Connected, Customer-Centric - Removing friction for a seamless journey

What tools can you use to create a frictionless user experience?

Track 2: From Insights to Innovation – Creating a single view of the customer

How can you utilize personalization to increase customer loyalty and retention?

Track 3: Transition v Transformation – Identifying and embracing new technologies to elevate CX

Do you have a well-delivered digital channel? If not, how can consumer experience tools can help you achieve this?

11:50 - 12:20

11:50 - 12:20

Closing Keynote

Digital Innovation: Using technology to improve the customer experience

A panel discussion with three CX leaders to discuss the ways in which technology has helped and hindered the CX process.

Megan Merrick VP Client Success, Happier Living

09:00 - 09:10

09:00 - 09:10

Opening Remarks

09:10 - 09:40

09:10 - 09:40

Workshop

Leadership - How to Build Enterprise & Scale CX

Jeff Burlin Director, Enterprise Innovation, Twilio

09:45 - 10:25

09:45 - 10:25

Interactive Panel

Innovation & Data: How to improve the CX experience with insights

In this session we hear from three Insights leaders on their challenges and varying approach to achieving insights an why this is so important for improving the customer’s experience of your brand.

10:45 - 11:45

10:45 - 11:45

Roundtables

Track 1: Convenient, Connected, Customer-Centric - Removing friction for a seamless journey

What tools can you use to create a frictionless user experience?

Track 2: From Insights to Innovation – Creating a single view of the customer

How can you utilize personalization to increase customer loyalty and retention?

Track 3: Transition v Transformation – Identifying and embracing new technologies to elevate CX

Do you have a well-delivered digital channel? If not, how can consumer experience tools can help you achieve this?

11:40 - 12:10

11:40 - 12:10

Closing Keynote

The Future of the Contact Center

Anders Hvelplund SVP Contact Center and Services, Jabra

09:00 - 09:10

09:00 - 09:10

Opening Remarks

09:10 - 09:40

09:10 - 09:40

Keynote

Does Customer Obsession Work?

How are you putting customers at the center of your leadership strategy and operations?

09:45 - 10:25

09:45 - 10:25

Workshop

What is next for CX?

In this panel we will hear from CX Leaders on the changes we have seen in 2021 and what they predict the key technologies which will be popular in the future.

10:25 - 10:35

10:25 - 10:35

Insight Break

10:35 - 11:35

10:35 - 11:35

Roundtable Review

Roundtable Panel Discussion

The Roundtable moderators are invited back on stage to discuss the key learnings and takeaways from the previous day's discussions.

11:40 - 12:10

11:40 - 12:10

Closing Keynote

A Case Study: Future Proof Technology for Elevating CX

In this session, we hear from a senior CX leader on why technology is the future when it comes to customer experience

Event Highlights

Immerse yourself in the most advanced virtual event platform, blending the convenience and reach of digital with the interaction of physical events. Experience the new way to network with peers with interactive features including:

Audience Interaction

Engage with a virtual live audience just as you would at a physical event and create meaningful conversations.

Live Polling

The ultimate live polling and gamification tools, keeping your audience engaged.

Audience Q&A

Enabling our team to help you control your session experience.

Interactive Quizzes

Interactive quizzes to gamify your session.

Thought Leadership

Content and insight from industry experts when it matters most.

FAQs

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