Sally Gaudion

Chief Customer Officer Nottingham Building Society

Executive Exchange Day Two - Wednesday, 5th November 2025

12:20 PM FROM INSIGHT TO IMPACT: KEEPING CX HUMAN IN A DIGITAL-FIRST WORLD

As automation and AI reshape the landscape, how can purpose-led organisations stay truly connected to the people they serve? This session explores how deep customer insight informs strategy, reduces risk, and keeps the human touch at the heart of every interaction. Discover how to turn research into action, build seamless journeys across parallel tracks, and involve customers and colleagues in your CX design.

· Bring customer voices from research, conversations and lived experience into every layer of CX strategy, brand and service design

· Balance empathy with innovation by designing journeys that meet diverse needs while navigating the rise of AI and self-serve

· Create seamless, insight-driven experiences by aligning teams around shared research to reduce risk and strengthen resilience

Check out the incredible speaker line-up to see who will be joining Sally.

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