Valentin Vivier

Vice President of Customer Experience and Engagement Accor

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

9:05 Fireside Chat: Can Organisations Move as Fast as Customers?

Customers adapt to new technologies and behaviours almost instantly, yet organisations can struggle to keep pace. Despite advances in tools, data, and automation, many companies remain constrained by legacy structures, cultural inertia, and slow decision-making. In this panel discussion, senior leaders reflect on the challenge of buildng organisations that can evolve at the speed of customer expectations – sharing lessons on enabling change, aligning leadership, and creating operating models that allow innovation without destabilising the business.

Learning Objectives

• Assess why organisational agility has become a critical challenge in CX transformation

• Compare leadership approaches that enable organisations to move and adapt faster

• Understand how companies balance innovation with operational stability

Key Takeaways

• Leadership perspectives on building more agile organisations

• Lessons on enabling transformation without disrupting operations

• Considerations for aligning culture, leadership, and structure to support change

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

Download The Latest Agenda

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