Peter Nederlof

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