Tom Simon

Head of Customer Experience & Innovation Zurich Insurance

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

11:50 Debate: Agree or Disagree: CX Should Own the Entire Customer Journey

Customer journeys span marketing, sales, product, service, and operations. While CX functions often champion customer-centricity, the question remains whether they should own the entire journey. This debate explores whether centralised CX ownership enables better customer outcomes or whether shared accountability across departments is more effective.

Learning Objectives

• Examine organisational models for managing customer journeys

• Understand the trade-offs between centralised and distributed CX ownership

• Evaluate how accountability impacts customer experience outcomes

Key Takeaways

• Arguments for and against CX ownership of the customer journey

• Structural considerations for cross-functional collaboration

• Insights into designing effective CX governance models

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

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