9:00 – 9:15

9:15 – 10:00

The CX Leader’s Playbook for 2025

• Driving transformation through AI and human collaboration.
• Aligning CX strategies with broader business goals for measurable impact.

10:00 – 10:30

Hyper-Personalization at Scale

• Leveraging advanced analytics to deliver unique experiences for every customer.
• Balancing privacy and personalization to build trust.

10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.

11:00 – 11:45

Revolutionizing CX with Generative AI

• Real-world applications of AI for seamless, real-time customer interactions.
• Understanding the limitations and ethical implications of AI in CX.

11:45 – 12:15

CX Teams in the Era of Hybrid Work

• Cultivating collaboration and accountability across dispersed teams.
• Equipping employees with tools and skills for next-gen CX delivery.

12:15 – 13:00
Interactive Panel Discussion: Navigating CX Challenges in a Rapidly Changing World

• Insights from CX leaders on adapting to evolving customer expectations.
• Real-world strategies for driving innovation and resilience.

13:00 – 14:00
Lunch Break
Refuel and connect with fellow attendees in a relaxed setting.

14:00 – 14:45

Orchestrating Omnichannel Excellence

• How a leading brand unified digital and physical channels for seamless CX.
• Practical steps to eliminate silos and enhance customer journeys.

14:45 – 15:30

The Future of CX Leadership

• Skills and mindsets needed for driving innovation and agility in CX.
• Inspiring teams to embrace change and deliver consistently exceptional results.

15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats

16:00 – 16:45

From Insights to Action – Building a Customer-Obsessed Culture

• Embedding customer-centricity across teams, processes, and leadership.
• Turning customer feedback into transformative strategies that drive loyalty and growth.

16:45 – 17:15

Live Q&A

Engage with all Day 1 speakers in an interactive session to ask questions and share insights

09:00 – 9:15

Welcome Back: Day 2 Kickoff

• A brief recap of Day 1 highlights and key takeaways.
• Day 2 focus: actionable strategies for long-term CX excellence.

9:15 – 10:00

Harnessing Emotion in a Digital CX World

• Building meaningful connections that drive loyalty in a tech-driven landscape.
• Leveraging AI to humanize digital touchpoints effectively.

10:00 – 10:30

The Power of the Customer Data Ecosystem

• Breaking data silos to create a 360-degree view of the customer.
• Turning data insights into actionable strategies that drive retention.

10:30 – 11:00
Morning Coffee Break
Enjoy a coffee break while exploring networking opportunities and exhibits.

11:00 – 11:45

 Mastering CX Metrics That Matter

• Moving beyond NPS and CSAT to track impactful performance indicators.
• Using advanced analytics to link CX efforts directly to revenue.

11:45 – 12:15

Personalization Meets Profitability

• How a global retailer turned personalized CX into measurable growth.
• Lessons on implementing scalable personalization without ballooning costs.

12:15 – 13:00

Interactive Panel Discussion: Future-Proofing Customer Experience in an AI-Driven World

• Perspectives on emerging trends and preparing teams for the future.
• Insights on balancing AI advancements with human empathy.

13:00 – 14:00
Lunch Break
Enjoy a delicious lunch and connect with other CX professionals.

14:00 – 14:45

Resilience in CX – Preparing for the Unexpected

• Strategies for maintaining exceptional CX during crises or disruptions.
• Building flexibility and innovation into your customer engagement plans.

14:45 – 15:30

Unlocking the Power of AI for Predictive Customer Service

• How AI-driven forecasting can anticipate and resolve customer needs proactively.
• Integrating predictive tools to enhance customer satisfaction and reduce churn.

15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Take a break, enjoy refreshments, and explore networking opportunities.

16:00 – 16:45

The Next Frontier of CX – Balancing Automation and Empathy

• Designing automated solutions that maintain a human touch.
• Ensuring seamless handoffs between AI and human agents for complex interactions.

16:45 – 17:15

 Live Q&A
Join all Day 2 speakers for a final interactive Q&A session.

17:15 – 17:30
Closing Remarks

• Wrap up the summit with reflections on key learnings and opportunities ahead.
• Speaker: Andy Wilkins, Chairman