

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.
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
09:00 - 09:15
09:15 - 09:45
Working Backwards Innovation: The Amazon Story
Using human centered design to help drive innovation across customer experiences from ideation to execution. Based on lessons learned helping to drive sustainable, repeatable, and scalable innovation across industries, and based on Amazon’s internal approach to innovation.
09:45 - 10:25
Creating Legendary Social Media Customer Experiences
Social media customer service has been around for almost two decades. The difference between 18 years ago and now is that a new generation is engaging with brands for help and expecting more than just a response, they are expecting mind-blowing customer experience. Most brands have mastered how to respond to customers, but now it’s time to take your service to the next level and create legendary social care.Legendary requires rethinking, reimaging, and reviving your social media customer engagement strategies. Join us in this session as VXI tells the story of how they help known brands like Meta, Roku, and LG achieve legendary experiences.
10:25 - 10:35
10:35 - 11:25
Track 1: Hybrid Journeys – removing friction for a seamless CX
The customer journey has undergone major changes over the past two years, with most transitioning to a hybrid approach as consumers are much less likely to distinguish between online and offline; 74% of consumers now expect this (Uberall – 2021).As we transition into a new era of consumer commerce, CX and UX leaders need to offer a customer journey that blends physical and digital experiences in a non-liner fashion, whilst removing friction. What are the pain points? How do you align touchpoints and departments internally to ensure a clear customer journey and UX? Businesses need to invest in their relationships with customers to achieve increased customer loyalty as meeting the consumer where they are is key to succeeding in 2022.
Track 2: From Insights to Innovation: Creating a Single View of the Customer
Customers are demanding more and more individual and personalized communication. As CX leaders we must walk this fine line carefully. To capitalize on the true potential of data at our fingertips, organizations must fundamentally change how they view and use data. The promise of 5G, growth in connected devices and rapidly evolving methods of using and analyzing data, have led to a new age of enlightenment driven by insights gained from connecting consumer, strategic and operational data. This, combined with data storage costs at near zero and data transfer and processing costs declining, means there are near-limitless opportunities for organizations to uncover actionable insights.Unlocking data’s power requires elevating it to the status of a strategic asset. Yet there are still many challenges that organizations face here. How can you offer your customers a truly personal experience while still respecting their safety and security issues?
Track 3: Transition vs Transformation: Identifying and Embracing New Technologies to Elevate CX
Covid has caused a permeant shift in CX. While some companies flourished, others faced challenges and were forced to adapt. Looking to the future, how can you ensure your organization is continuing to elevate the customer experience. What technologies can help you on this journey and ensure effective digital transformation?
11:25 - 11:30
11:30 - 12:10
Track 1: The New Rules of Engagement in an All-Digital World
Reliance on digital has grown in almost every part of our lives. The ever-evolving landscape of new technologies is shifting the way humans interact with each other, the world, and your brand. In this environment, consumer trust is harder than ever to achieve; it is impacted by the culmination of every touchpoint a consumer has with your business- across business units, functions, and channels. Moreover, customer needs are always changing, which has led many organizations to increase their focus on first-party data and insights as a driver for continuous improvement and innovation.What will it take to earn customer loyalty in light of these shifts? Join Rae Weon as she describes what Twilio sees as the new rules for engagement between businesses and their customers and how intelligent customer engagement drives deepened relationships.
Track 2: Building Brand Awareness Before the Call
In this master class, we’ll be reviewing the legacy technology of mobile caller ID, the challenges it faced, new technology developed to improve it and the bright future of branded communication. Branded communication creates the first ever marketing impression on a mobile device, while simultaneously improving the customer experience with contact and conversion rates.
Track 3: Discover The Frictionless Digital Transformation That Drives 4x Engagement And 3x Conversion
New age consumers are tech-savvy and crave a whole new level of customer experience, but developing a cohesive CX strategy that excites and engages customers is always a challenge for business enterprises. How are you responding to this growing demographic’s digital desires? Learn from Heather Bollinger, Head of US Agency Partnerships and Steve Stafford, Head of Retail of Firework, about how to shift your storytelling and customer engagement experience to drive digital transformation.
12:10 - 12:40
Customer Delight & Loyalty with Digital-First Experiences
Today’s fast-growing retail businesses are pressed to support customers wherever they are with immediate and personalized experiences. Digital transformation has accelerated and is showing no signs of slowing down. CX is emerging as the new battle ground for loyalty and share of wallet. As a result, many organizations are working to unify their customer journeys in order to deliver consistent and personalized experiences. To transform, they are looking for digital-first technology solutions that are right-sized for today’s customers and flexible for tomorrow’s uncertainties.This session will focus on:•A roadmap for CX maturity•How to create customer delight at scale with Chatbots & AI•Art of the possible for retailers with digital-first experiences
09:00 - 09:10
09:10 - 09:40
How Empathy Leadership can Boost Empathy CX
76% of employees believe an empathetic organization inspires more motivated employees yet only about 50% of CEOs agreed that empathy drives productivity and motivation.We know that what we do internally can have a huge impact on how our customers react and respond, particularly with an emotion like empathy, so how can our leaders begin to instill this into our CX teams successfully?
09:40 - 10:22
Altering Customer Contact without Compromising CX
10:22 - 10:35
10:35 - 11:25
Track 1: Hybrid Journeys – removing friction for a seamless CX
The customer journey has undergone major changes over the past two years, with most transitioning to a hybrid approach as consumers are much less likely to distinguish between online and offline; 74% of consumers now expect this (Uberall – 2021).As we transition into a new era of consumer commerce, CX and UX leaders need to offer a customer journey that blends physical and digital experiences in a non-liner fashion, whilst removing friction. What are the pain points? How do you align touchpoints and departments internally to ensure a clear customer journey and UX? Businesses need to invest in their relationships with customers to achieve increased customer loyalty as meeting the consumer where they are is key to succeeding in 2022.
Track 2: From Insights to Innovation: Creating a Single View of the Customer
Customers are demanding more and more individual and personalized communication. As CX leaders we must walk this fine line carefully. To capitalize on the true potential of data at our fingertips, organizations must fundamentally change how they view and use data. The promise of 5G, growth in connected devices and rapidly evolving methods of using and analyzing data, have led to a new age of enlightenment driven by insights gained from connecting consumer, strategic and operational data. This, combined with data storage costs at near zero and data transfer and processing costs declining, means there are near-limitless opportunities for organizations to uncover actionable insights.Unlocking data’s power requires elevating it to the status of a strategic asset. Yet there are still many challenges that organizations face here. How can you offer your customers a truly personal experience while still respecting their safety and security issues?
Track 3: Transition vs Transformation: Identifying and Embracing New Technologies to Elevate CX
Covid has caused a permeant shift in CX. While some companies flourished, others faced challenges and were forced to adapt. Looking to the future, how can you ensure your organization is continuing to elevate the customer experience. What technologies can help you on this journey and ensure effective digital transformation?
11:25 - 11:45
NFTs: How CX Plays a Part in making NFTs No-Longer Exclusive
The important role that CX plays in bringing NFTs to the masses.
11:58 - 12:30
Customer Experience End-to-End…and Back Again
How can we leverage the end-to-end customer experiences we build, to build even better end-to-end customer experiences?
09:00 - 09:10
09:10 - 09:40
When Marketing Met Customer Experience
I see it. I like it. I want it. I got it.
These are not just pop lyrics, they’re the theme song for today’s 10-second customer journey, which requires the seamless integration of marketing, product, commerce and service. Turns out, it’s also a good description of the role of today’s CXO. In this session, AMA’s Chief Experience Officer Todd Unger will discuss how Marketing and CX have come together to fuel growth by leveraging customer listening to anticipate and eliminate friction throughout the entire customer journey.
09:40 - 10:20
Connections Online - How to Improve Offline CX
As we enter a new era of consumer commerce, CX and UX professionals must provide a non-linear customer journey that eliminates friction while blending physical and digital experiences. How do you internally connect touchpoints and departments to provide a consistent customer journey and user experience? Businesses must engage in their client relationships in order to enhance customer loyalty, as meeting customers where they are is critical to success in 2022.
10:20 - 10:30
10:30 - 11:20
Roundtable Panel Discussion
The Roundtable moderators are invited back on stage to discuss the key learnings and takeaways from the previous day's discussions.
11:20 - 11:30
11:30 - 12:00
Transition vs Transformation to elevate CX covering 5P’s
•Purpose (cost vs value drivers, customer journey and touch point strategy)•People (Work force modernization)•Process (automation, tools and technology)•Partnerships•Place (cultural nuances, geo strategy)
12:00 - 12:30
Driving Human Centred Digital Transformation
Engage with a virtual live audience just as you would at a physical event and create meaningful conversations.
The ultimate live polling and gamification tools, keeping your audience engaged.
Enabling our team to help you control your session experience.
Interactive quizzes to gamify your session.
Content and insight from industry experts when it matters most.
There is no cost associated with attending a GDS Summit. In return, we ask that all senior executives in participation attend for the full duration to ensure that all attendees get maximum value and insight from the interactive roundtables, live Q&As and breakout networking sessions.
Our digital summit portfolio is designed to bring together senior decision makers from large global businesses and innovative disruptor brands to drive industry forward through addressing business critical challenges collaboratively.
If you’re keen to build new connections with likeminded leaders, de-risk your projects through new insight and establish new partnerships that can accelerate your projects then apply to attend today.
Complete our ‘apply to attend’ form on the event page if you’re interested in attending the summit and you meet our application criteria. A member of the GDS team will then reach out to run you through the programme and event format and discuss your participation.
On stage: co-host a panel discussion with a group of likeminded senior executives or host a solo keynote presentation. Both slots include elements of interactive audience Q&A
Off stage: become a roundtable moderator, leading the discussion with the same cohort of executives for the duration of the summit around a specific topic you’ve agreed to focus on during the roundtable session.
We can tailor a partnership package to help meet your business objectives. This might include brand awareness, driving traffic to your site or quality editorial content via exclusive interviews and Q&As with our executive audience. Enquire today for more information.
Still have a question contact us below
You will leave the summit with best practices to immediately apply back to your organisation and new connections from meaningful conversations.
If you haven’t been to a GDS Digital Summit, you will be incredibly impressed. It’s far more engaging than most digital event experiences. It’s a very interactive environment.
I connected with peers that I know I’ll stay in touch with, including suppliers which have presented a fantastic opportunity for 7-Eleven Global in the future. It may well be the most valuable summit I’ve attended in many years
Thank you so much! Great Summit - an outstanding 3 days that culminated in this Award ... I am humbled and honored. Congratulations to you all for pulling off a Hybrid Summit with Augmented Reality features that are truly unparalleled in the Industry! Collaborative, Interactive & showcasing leading edge technology ... GDS Summits really set the bar so high that a return to physical conferences might be re-evaluated in the Industry. You are an amazing Team of Professionals & I am truly honoured to have been a part of this Summit.