• Discover the game-changing trends that are reshaping customer expectations and how you can stay one step ahead.
• Learn how to build adaptable, future-proofed strategies and respond swiftly to shifting market dynamics and evolving customer demands.
• Uncover how to inject innovation and agility into your long-term planning, ensuring your business is always ready for what’s next.

• Learn how to build a robust business case that aligns customer experience transformation with company-wide objectives.
• Discover strategies to engage key stakeholders and secure buy-in across departments for a customer-first strategy.
• Explore real-world examples of how businesses successfully navigated the approval process to drive customer-centric change.

• Learn how to identify or create new impactful metrics for evaluating customer engagement and loyalty.
• Explore methods for moving beyond traditional KPIs to focus on long-term customer value.
• Understand how to measure the emotional and experiential aspects of customer relationships.

• Overcome the barriers of hiring, onboarding, and retention that often plague the service industry, and discover strategies for creating lasting employee engagement.
• Develop clear, motivating career paths that inspire your employees to see themselves as integral, long-term contributors to your organisation’s success.
• Empower both internal and outsourced teams with the autonomy to make impactful decisions, fostering a culture of ownership and accountability at every level.

• Learn how to instil a customer-focused mindset across every role in your organisation.
• Discover techniques for training and incentivising teams to prioritise customer success.
• Explore real-world examples of teams delivering exceptional results through customer-centric practices.

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.

• Explore how companies are tackling fragmented customer data and building engagement strategies that nurture leads, drive retention, and stand out in competitive markets.
• Learn how to leverage AI, behavioural science and customer-centric insights to anticipate customer needs and deliver value at every touchpoint.
• Discover successful engagement tactics such as personalised campaigns, tailored messaging, and other innovative touchpoints that drive meaningful connections and long-term loyalty.

• Explore how to go beyond algorithms to create truly delightful and unexpected customer moments.
• Learn the art of crafting personalised surprises that foster loyalty and excitement.
• Discover how to balance technology with a human touch to keep customers engaged and amazed.

• Discover the power of personalising ‘micro-moments’ to drive meaningful customer connections.
• Learn how small, targeted interactions can have outsized effects on loyalty and satisfaction.
• Explore creative examples of brands using micro-engagement to make a big impression.

• Explore the key steps to creating an AI-first contact centre that empowers both agents and customers. Learn how to integrate AI tools into your existing systems to enhance every interaction, from self-service to agent-assisted support.
• Delve into how AI-powered tools support agents by offering real-time data, insights into customer preferences, and emotional intelligence, allowing agents to deliver more personalised and impactful service.
• Understand the measurable benefits of AI in customer service, from reducing operational silos to streamlining workflows, and learn how to track the ROI of AI.

• Dive into how Agentic AI is actively reshaping customer service today, setting the stage for long-term competitive advantage.
• Discover how autonomous AI agents can work alongside humans to focus on complex, high-value interactions, fostering efficiency and improving customer satisfaction without sacrificing personal touch.
• Learn how integrating Agentic AI can streamline operations, reduce costs, and improve ROI, positioning your business ahead of the curve.

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: 

• Understand how to humanise AI in customer service, reduce cost-to-serve, and cut down wait times.
• Discuss the current and future role of AI, as well as common challenges in its implementation.
• Explore how to improve sub-standard service by providing proactive and personalised service seamlessly across channels.