Elena Schoeman

Director, Service & Customer Experience Kraft Heinz

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

14:00 Panel Discussion: Build, Buy, or Blend: Rethinking the CX Technology Stack

As AI and automation reshape service operations, many organisations are reassessing their technology ecosystems. This panel explores how leaders are deciding what to build internally, what to buy from vendors, and how to design effective human-AI partnerships. Panellists will discuss vendor trust, platform complexity, and why some organisations are shifting towards simpler, more flexible technology strategies.

Learning Objectives

• Debate varying approaches to CX technology procurement

• Learn how organisations balance internal capability and vendor partnerships

• Discuss factors influencing technology ecosystem decisions

Key Takeaways

• Viewpoints on designing effective technology partnerships

• Lessons from organisations reassessing vendor relationships

• Insights into building sustainable CX technology strategies

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

Download The Latest Agenda

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QUESTIONS?

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