Simon Bach Peters

Customer Journey Lead Nordea

Summit Day Two - Wednesday, 7th October 2026 [CET]

12:25 Fireside Chat: From CX to Customer Value: Winning Executive Buy In

Securing executive investment in CX often requires bridging the gap between frontline realities and boardroom priorities, clearly demonstrating how customer experience drives long term customer value. This session explores how leaders connect CX initiatives to customer value management, build compelling business cases for service transformation, align with C-Suite expectations, and demonstrate measurable commercial impact. Hear real experiences of navigating internal resistance, building trust through transparency, and turning frontline insight into board-level decision making that protects and grows customer value.

Learning Objectives

• Discover how to align CX and CVM initiatives with executive and board priorities

• Explore strategies for building compelling business cases that link experience to customer and business value

• Examine the role of change management in embedding CX as a driver of sustainable value

Key Takeaways

• Methods for engaging boards and senior leaders through a customer value lens

• Strategies for linking CX investment to measurable CVM and commercial outcomes

• Lessons on building organisational support for CX-led transformation

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

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