Cristina Rutgers-Astolfi

Global Head of Analytics for Customer Support IKEA

Michał Ostaszewski leads customer experience work at Inter IKEA, based in the Netherlands. His focus is Customer Experience Management across both consumer and business customers, currently prioritising Voice of the Customer at scale - what organisations do with millions of pieces of feedback a month, and why so little of it turns into decisions - alongside behavioural analytics in physical customer meeting points. Beyond his corporate role, he writes and speaks on value degradation through optimisation: why no one decides to make the experience worse, and it gets worse anyway

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

15:05 Private Boardroom: CX Leadership: Executive Decisions Shaping 2027

Private Boardroom: CX Leadership: Executive Decisions Shaping 2027 - Monday, 5th October 2026 [CET]

15:20 Panel Discussion: High-Stakes CX Decisions and Trade-Offs

Senior CX leaders share real decisions they have made that carry significant organisational impact. The session focuses on trade-offs, risks, and the personal accountability behind these choices. Attendees will gain insight into how leaders are balancing cost, experience, and transformation priorities in complex and uncertain environments.

Learning Objectives:

• Understand trade-offs in CX decision-making

• Learn how leaders manage risk and accountability

Key Takeaways:

• Real examples of high impact decisions

• Insight into balancing competing priorities

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

Download The Latest Agenda

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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