Creating genuine, human connections with customers and employees remains top of every organisation’s wish list in 2024.But with the acceleration of new technologies like AI, customers that increasingly stay silent when things go wrong, and a frontline workforce largely unequipped to deliver the experiences that drive spend and loyalty, it’s never been harder to get right.Join us as we dive deep into the trends shaping how customers and employees feel about the companies they buy from and work for, based on our annual research with more than 60,000 people around the world.
What you’ll learn
- How to build an AI strategy that supports, not replaces, human connection
- Strategies to support and engage your frontline employees to deliver better customer experiences
- How to understand the end-to-end omnichannel customer journey to identify and resolve friction
- New ways to understand how people feel using structured and unstructured
Agenda
REGISTRATION | BREAKFAST - 9.00AM – 10.00AM
10.00AM – 10.10AM Welcome & Introduction | Marc Peston
10.10AM - 10.55AM The Trends Shaping XM in 2024 | Moira Dorsey & James Scutt
Dive into the trends shaping customer and employee experience, based on our annual research of more than 60,000 people in 26 countries. We’ll explore consumer and employee attitudes to AI, uncover the biggest gaps in the customer journey, and provide new strategies to better understand, and connect with the customers and employees you serve.
10.55AM - 11.15AM AI and XM — What’s Next? | Mathias Kullberg
Get a first look at how AI is reshaping how companies connect with customers and employees on the XM Platform™.
11.15AM - 11.55AM Putting XM into practice | Panel
Hear how our customers are building their experience strategies for 2024 to improve how they connect with customers and employees. Submit your question before the event or via a survey during the talk, and we’ll put them to our panellists.
LUNCH - 12.00PM - 1:00PM
BREAKOUT SESSIONS 1.00PM – 2.30PM
CX Breakout: CX Trends 2024 Deep Dive - Svenja Niemeyer
Go in depth with our CX experts on the trends shaping customer experience. With each trend from this year’s report, take part in our interactive workshops with polls, quizzes, and more.
EX Breakout: EX Trends 2024 Deep Dive - Simon Daly
Join HR leaders to dive deeper into the employee experience trends, and learn how you can adapt your employee listening programs with guidance from our experts. This interactive session is an opportunity to get hands-on with this year’s trends and start to build your roadmap for 2024 and beyond.
NETWORKING RECEPTION - 2.30PM - 3.30PM