Don van der Does

Explore the most important decisions currently facing CX leaders. Through facilitated discussion, attendees will share where they are investing, where they are pulling back, and what pressures are shaping these choices. The focus is on understanding the real decisions driving CX strategy rather than theoretical frameworks.

Learning Objectives:

• Identify key CX decisions shaping strategy

• Understand external pressures influencing leadership choices

Key Takeaways:

• Clear view of priority decisions across peers

• Insight into common leadership pressures

Participants will analyse high-stakes CX leadership decisions under real-world pressures including cost control, AI adoption, and regulatory change. Each group will focus on a specific type of decision, evaluating trade-offs, defining success measures, and identifying risks. The session is designed to sharpen executive judgement and provide practical frameworks for navigating complex CX strategy decisions.

Group 1: Investment and Cost Trade Offs: Which CX initiatives should be prioritised, scaled back, or stopped under financial pressure?

Group 2: Responding to AI and Technology Disruption: Where should leaders push forward with AI, and where should they challenge or delay adoption?

Group 3: Managing Regulatory and Operational Risk: How should CX leaders adapt decisions in response to compliance, data, and operational risks?

Learning Objectives:

• Evaluate CX decisions in complex and uncertain environments

• Define success metrics aligned to business priorities

• Identify and manage key risks in CX strategy

Key Takeaways:

• Clear decision guardrails for a high impact CX scenario

• Defined success metrics linked to business outcomes

• Identified risks with practical monitoring approaches