James Bedford

Turning CX transformation plans into real-world execution requires clear structure, ownership, and practical application. In this interactive workshop, participants will work through a real customer scenario using Foundever’s four-pillar CX Reinvention Framework, grounded in operational best practice. Focusing on agent excellence, AI-enhanced service, customer lifecycle optimisation, and targeted automation, attendees will apply these principles step-by-step to solve a defined business need. Build a practical, execution-ready plan that can be applied immediately within your organisation.

• Apply a structured CX framework to reimagine a key customer journey moment
• Explore how agent excellence, AI-enhanced service, and automation can be ap-plied to real business challenges
• Develop a clear approach to structuring CX initiatives for execution across teams

• A practical framework for re-designing customer journey moments
• Hands-on experience applying CX transformation principles to a real use case
• A clear actionable plan that can be implemented within your organisation