Claire Bristowe

Connecting with Customers Programme Manager Aegon

Summit Day One - Tuesday, 6th October 2026 [CET]

12:05 Debate: Agree or Disagree: CX Should Own the Entire Customer Journey

Customer journeys span marketing, sales, product, service, and operations. While CX functions often champion customer-centricity, the question remains whether they should own the entire journey. This debate explores whether centralised CX ownership enables better customer outcomes or whether shared accountability across departments is more effective.

Learning Objectives

• Examine organisational models for managing customer journeys

• Understand the trade-offs between centralised and distributed CX ownership

• Evaluate how accountability impacts customer experience outcomes

Key Takeaways

• Arguments for and against CX ownership of the customer journey

• Structural considerations for cross-functional collaboration

• Insights into designing effective CX governance models

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

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk