Corinna Richter

Head of Customer Experience Mercedes-Benz AG

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

11:55 Debate: Agree or Disagree: The Biggest Barrier to CX Transformation Is Leadership, Not Technology

Technology investment in CX continues to grow, yet many transformation initiatives fail to deliver meaningful change. Some argue the real barrier is leadership alignment, culture, and organisational mindset rather than technology capability. This debate explores whether leadership is the critical constraint preventing CX transformation and what role governance, accountability, and organisational structures play.

Learning Objectives

• Assess barriers preventing CX transformation success

• Explore contrasting views on leadership versus technology constraints

• Understand cultural and organisational factors affecting execution

Key Takeaways

• Perspectives on transformation barriers

• Leadership considerations for enabling organisational change

• Insights to inform more effective CX transformation strategies

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

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