Customer 360 Symposium 2025
AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
Thursday
8:00
Breakfast
8:40
Opening Comments
8:45
International Keynote
9:20
Partner Keynote : Medallia
9:50
Coffee Break & Networking
10:20
TRACK 1
Back What Do Our Customer Insights Programmes Need to Look Like to Better Connect with Customers and Drive Business Performance?
Over the years, customer insights functions have evolved dramatically, and instead of being seen as reactive entities that respond to research requests, they’re now proactive drivers of growth, innovation, customer strategy and business performance. And as we continue to operate in rapidly changing and challenging environments, the role of insights in guiding the business will only become more important. When the market shifts, it’s important that research programmes do as well.
In this session, we’ll hear from one CX and insights leaders about the work they’re doing to evolve their approach to connecting with and understanding their customers, and how we can best work to ensure those insights are driving real action in our CX efforts. We’ll also explore how we can better link those efforts with the overall vision and performance of the business, and drive future growth and innovation.
TRACK 2
Why Our Culture Will Make or Break our CX Efforts, and What We Should Do About It?
There are lots of big contributors in driving a customer-centric transformation, from processes, data, tech and tools, and getting each of them right come with their own challenges. But many of us are grappling with one of the hardest contributors to get right: our people, culture and capability. It’s easier to empower our front-line teams to be customer-centric in their thinking, but what about finance and operations teams? How can we create a customer-centric culture that truly filters down throughout every department and person in the organisation?
In this session, we’ll hear from a CX leader flying the flag for creating and instilling a CX culture in their organisation. We’ll explore the importance of building out the right capability to support that transformation, what skillsets and mindsets we should be cultivating internally to set our CX strategies up for success in the years to come, and ensuring we build out a culture that supports our people in adapting to that change. We delve into measurement and correlation, and how we can better link our EX and culture efforts to the impact it has on the customer experience.
10:55
Partner Breakouts
11:25
TRACK 1
How Can We Leverage Our Digital Experiences to Enhance Loyalty and a Create a Deeper Connections with our Customers?
The digital component of a customer’s experience is an important one, but what does digital best practice look like, and when should be leaning into digital versus non-digital to solve a problem for the customer? How do we uncover the art of what’s possible and use that to drive greater loyalty, connection and engagement with our customers? And how do you successfully bring those digital elements into a more traditional legacy business?
For this session, we’ll be joined by a brilliant CX leader as they share how they’re driving the digital-first agenda within their organisation. They’ll share the vision for their digital customer experience and how that sits as part of the wider customer journey and strategy, how they manage the balance between the digital and the human experience, how they’ve overcome some of the hurdles and barriers on their journey to creating an exceptional digital-first customer experience, and the impact that this has had on their organisation.
TRACK 2
How Can AI Take our Customer Insights to the Next Level?
With so much data at our fingertips, the developments in AI have had a profound impact on our ability to analyse both our structured and unstructured data to get a better understanding of our customers’ behaviour and sentiment. But while many of us are already experimenting with applications such as text analytics and sentiment analysis, what is the next frontier of AI and how we can be using it to supercharge our use of customer insights and research?
In this session, we’ll hear from one research leader about the work they’re doing to experiment with newer applications of AI. We’ll explore the potential that synthetic data poses in our ability to better predict customers’ sentiment and help us prioritise new innovations in our customer journey, and how we can be using AI to transform our approach to survey design for richer insights. We’ll also examine the ethical considerations needed when leveraging AI to power our customer insights strategies.
12:35
Networking Lunch
13:30
Panel discussion: Navigating the Measurement Ecosystem – What Does it Take to Bridge the Gap Between Customer Experience and Business Performance?
In the macro context of today, we’re all looking for greater efficiency and effectiveness. We need clarity around what drives customer value, and we need to be able to link our customer strategy to financial performance. But in order to do that, and to get a better understand of how we can amplify the parts that are working and the manage the parts that aren’t, we need a performance management framework that enables the business to operate in sync and to power that customer-driven growth. But one thing we’re still struggling with on that journey is measurement. And in an era of survey fatigue, measuring self-reported customer sentiment or feedback is challenging.
In this panel, we’ll explore some crucial themes around how we can bridge that gap between customer experience and business performance, and create a measurement and reporting ecosystem that spans all segments of the organisation. Is NPS fit for purpose or does it have a question mark over its head? How do we decide what to measure and how to measure it? How clear are the objectives that we’re asked to measure against? How can we better connect a suite of metrics to tell us the whole story and prove the value that CX is creating for the organisation? How do we measure, report and drive actions with our ability to use data in a smart way? How does a measure find its way onto a balance scorecard and incentivised KPIs? How do arm our teams with the commercial acumen to analyse whether a CX initiative will stack up financially?
14:00
Partner Breakout: Coveo
14:40
Wine Tasting
Golf
Workshop: Staying Energised as a High Performer
Sustaining your energy and vitality as a high performer requires some diligent routines and habits which we will explore in this workshop.
In this highly interactive workshop we will learn various tools and techniques to help you stay energised and consistently perform at your best, without compromising your wellbeing!
You will also learn ways to stay calm and focused in high-pressure environments and how to optimise your productivity and performance everyday.
Come along, have some fun and learn some valuable
tips to stay energised!
Paint & Sip
Sit back and have fun while our talented artists guide you step-by-step to create your very own masterpiece.
Session details TBC
17:00
Relax + Recharge
19:00
Pre-Dinner Drinks Reception
19:45
Gala Dinner
Hosted by Braze
21:45
Close
Friday
8:00
Villa Checkout
Breakfast & Opening Comments
8:40
Partner Keynote : Concentrix
9:15
International Keynote
9:50
Partner Keynote : Teleperformance
10:20
Coffee Break & Networking
10:50
Think Tank 1: Communicating for Influence: How Do we Position CX as a Profit Centre?
We’re operating in a challenging commercial environment, so it’s more important than ever that we effectively demonstrate the impact that are our CX efforts have on the business and think creatively about how we use the resources that we have.
In this Think Tank, we’ll navigate how we, as CX leaders, can harness the commercial acumen in our teams to position CX as a profit centre rather than a cost centre in the organisation. How can we better cultivate a strong relationship with our CFO? How can finesse our presentations skills and communicate for influence? What are the right metrics to be talking about? How can we think creatively about how we use our budgets to make an even bigger impact?
Think Tank 2: What Does it Take to Orchestrate a CX Transformation, and How Do We Overcome Some of the Barriers Along the Way?
We’re all on the journey of transforming our organisations to be more customer-centric, operating with customers at the heart of what we do. In fact, as customer expectations continue to evolve, that journey is never-ending.
But executing large-scale and meaningful change across an organisation can be challenging. In this Think Tank, we’ll share and discuss some of the barriers we might face along the way, and how we can work to overcome them. How should be structuring our organisation around the customer to support this vision? Who should own that CX strategy?
Think Tank 3: Enabling the Workforce of the Future
Customer expectations and the technologies available to help us meet and exceed those expectations are all evolving at a rapid pace. Our journey to exceptional CX is never-ending, but enabling and empowering our teams and our workforce will help set up for success to thrive in the future.
In this Think Tank, we’ll discuss what we need to be thinking about to ensure our workforce is set up for success. How can better empower our teams with AI and digital tools to drive greater effectiveness and efficiency? How can we energise the organisation around our CX efforts and make CX real to the front line? How can we upskill our teams’ commercial acumen to drive greater awareness of business impact?
Think Tank 4: How Do We Get the Balance Right Between Short Term Performance Versus Long Term Brand Building?
As CX and insights leaders, it’s our role to create an experience for our customer that differentiates us from the competition. And as the economic environments in which we’re operating in continue to be a challenge, it’s important for us to focus on creating and demonstrating impact now, while also filling the top of the funnel and investing in longer term CX innovation and brand to set ourselves up for success in the future. It’s a very real challenge, so how do we go about getting that balance right? What do we need to be thinking about? How can we ensure we’re bookmarking resources and invest to support that longer term vision?
Think Tank 5: How Are You Keeping Up with the Opportunities That AI Presents?
The applications of AI and our use of it both in our day-to-day roles and from a wider organisational perspective has increased significantly in the last year. It’s evolving at an unprecedented speed, but for those of us starting our journey with how we can be utilising AI as CX leaders, keeping up with that pace of change can be overwhelming. Where do we start? What do we need to be thinking about?
In this Think Tank, we’ll come together to share and discuss the opportunities that AI presents us, how we can start to take advantage of those opportunities, and some of the compliance, legal and ethical considerations to be aware of as we experiment.
Think Tank 6: How is Customer Research Evolving?
It’s an interesting time for the world of insights and research. We’re in an era of survey fatigue, developments in AI are revolutionising the way in which we create and interpret insights, and our role in driving strategy, innovation and growth continues to increase. Our insights programmes and strategies need to evolve in line with evolving customer strategies and needs of the business.
In this think tank, insights leaders will come together to explore and discuss how their field is evolving, and how we can stay ahead of game. What new research methods should we be experimenting with to create richer insights? What capabilities should we be upskilling in our teams? How are you experimenting with AI to elevate your insights strategy?
11:45
TRACK 1
Is the Notion of Surprise and Delight Being Lost in a World of Operational Efficiency? – How to Supercharge Connection with Customers
For many businesses, while improving our customer experiences is a big area of focus, improving operational efficiency to benefit the bottom line is an equally important, if not more important, priority. But is this focus on efficiency impacting our ability to truly connect with our customers? How do we ensure that that sense of happiness, emotional connection and surprise and delight isn’t lost in our focus to drive greater efficiency. And how can we enable that surprise and delight at scale?
In this presentation, we’ll hear from a CX leader who is working hard to champion the importance on truly and deeply connecting with customers. How can empower our employees with the tools and permission to surprise and delight our customers? How can we build that sense of happiness into the moments that matter in our customer journey?
TRACK 2
Insights Team or Newsroom? – A New Take on the Democratisation of Information
We all know that having data and insights is one thing, but the real power lies in being able to share that information with the rest of the organisation in order to drive real, customer-centric change. But how do we best do that in a way that’s engaging and will capture the essence of what we’re trying to distil? What if we rethink our roles as insights leaders, and instead think of ourselves as newsroom that creates and publishes content?
In this session, we’ll hear from one company that is doing exactly that in their mission to transform how they’re democratising insights and information across the organisation. We’ll hear how they’ve reinvented their processes as a team to focus on creating sharable content, the skills they’ve needed to hone as a department to allow them to do that, and how this approach is helping to improve customer-understanding across the business.
12:15
How Can we Better Unlock the Power of our Data in Delivering Exceptional Customer Experiences?
As we strive to create more consistent, connected and personalised customer journeys, we often face one big hurdle in limiting what’s possible: the structure of our data and how and where it sits across the organisation. But with enormous potential to supercharge our CX with developments in AI and Gen AI, we need to ensure that we’re creating solid foundations of data to build upon.
In this presentation, we’ll hear how one CX leader is working to bring together and unlock the power of their data at an enterprise level to inform both the business and customer strategy. We’ll explore the incrementality of how you do that, particularly as a business with a fractured and legacy stack, and how we can drive data and insights into action to create more personalised customer experiences at scale.
12:25