Cláudia Coelho Cardoso

Customer Excellence Senior Lead Emma

Summit Day Two - Wednesday, 7th October 2026 [CET]

12:25 Debate: Agree or Disagree: Most CX Strategies Are Built for Organisations, Not Customers

Many organisations claim to be customer-centric, yet processes, metrics, and incentives are often designed around internal efficiency rather than customer outcomes. This debate explores whether CX strategies truly prioritise customer needs or simply optimise organisational structures. Speakers will examine how governance, KPIs, and operational design shape customer experience and challenge assumptions about what customer-centricity really means in practice.

Learning Objectives

• Evaluate whether CX strategies prioritise organisational efficiency over customer needs

• Uncover structural barriers preventing true customer-centricity

• Compare contrasting views on how organisations should design CX strategies

Key Takeaways

• Clear arguments for and against current CX strategy approaches

• Factors leaders should consider when designing customer-led strategies

• A more informed perspective on organisational vs customer priorities

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

Download The Latest Agenda

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