Discover how London North Eastern Railway (LNER) turned the tide on digital customer experience, shifting from frustration to customer admiration. Learn how they disrupted industry norms and built a loyal following through thoughtful, customer-centric transformation. In this session, you’ll explore:
Customer engagement doesn’t happen in a silo - it’s the result of cohesive strategies across marketing, insight, CX, and contact centres working together. This session will bring together leaders from these functions to discuss how breaking down barriers and aligning efforts can create seamless, meaningful customer engagement at scale.
After a turbulent global system rollout, Ericsson employees were frustrated. Things needed to change, and Jason catalysed this change to ensure employees were heard.
Learn how Jason helped transform employee sentiment across a global organisation, with no additional budget.
By changing the nature of internal communication and fostering a strong culture within Ericsson, Jason and his team catapulted the system’s NPS from -82 to all-time highs, at a blistering pace.
Leveraging superior, personalised CX to serve millions of customers while keeping pace with competitors who are rapidly evolving and differentiating through high-quality service is easier said than done. In this session, you will:
In this dynamic and interactive session, the entire audience will become part of the conversation in a live human spectrogram activity. Led by an expert moderator, you'll be invited to position yourself along a spectrum of opinions - ranging from ‘strongly agree’ to ‘strongly disagree’ - in response to a series of thought-provoking statements about the state of CX.
As you choose your position, you'll have the chance to engage with your peers, share your perspective, and hear diverse viewpoints on what’s working and what’s not in customer management. It’s a unique opportunity to discuss real-world challenges, exchange ideas, and gain new insights from your colleagues.
Discussion topics will include some of the most pressing issues facing CX leaders today, such as data unification, personalisation, generative AI, employee experience, and more. The session will spark meaningful dialogue, uncover differing perspectives, and help shape your approach to customer experience strategies.