CX Transformation Conference 2026

Explore how autonomous AI resolves customer needs proactively, creates value, and requires strong governance practices to ensure trust, fairness, and consistent ethical decision-making in private sector operations.

Discover practical approaches to deliver one-to-one journeys while safeguarding privacy, ensuring transparency, and building brand trust, increasing engagement, loyalty, and satisfaction without crossing ethical or emotional boundaries.

Learn tactics to simplify customer journeys, rationalise touchpoints, and prioritise interventions that reduce decision fatigue, minimise churn, and enhance satisfaction for consumers navigating complex service landscapes.

Explore strategies to synchronise web, app, contact centre, and in-store experiences so customers enjoy consistent brand interactions, faster resolutions, and cohesive engagement across every channel and touchpoint.

Understand workforce strategies, agent assist tools, and success metrics for blending AI automation with human empathy, enhancing outcomes, improving efficiency, and optimising both customer satisfaction and operating costs.

Learn how modern metrics, real-time signals, and experimentation frameworks link experience improvements directly to revenue, retention, and measurable business outcomes, going beyond traditional satisfaction surveys like NPS.

Explore implementing CDPs that enable reliable personalisation while complying with privacy regulations, securing customer consent, and consolidating fragmented data into a trusted, actionable single source for CX initiatives.

Understand how value framing, frictionless loyalty, and targeted incentives protect margins, maintain loyalty, and keep customers engaged in sectors where consumer spending is under increasing financial pressure.

Discover when and how to invest in voice assistants, augmented reality, or immersive retail experiences to elevate conversion, engagement, and satisfaction across new customer touchpoints and digital ecosystems.

Learn practical approaches for ensuring AI transparency, mitigating bias, maintaining explainability, and implementing audit trails that preserve customer confidence while leveraging advanced decision-making technologies.

Explore roadmaps for scaling CX pilots into full enterprise initiatives, covering organisational structures, funding strategies, KPIs, and change management practices that ensure sustainable customer experience improvements.

Learn how data pipelines, alerting systems, and intervention strategies empower teams to identify at-risk customers, act proactively, and reduce churn before customers disengage from the brand.

Explore strategies for contextual offers, frictionless verification, and instant fulfilment that drive higher conversion, increased satisfaction, and competitive advantage in retail, banking, and service sectors.

Understand hiring, reskilling, and operating models that empower CX teams, foster strategic thinking, and ensure organisational readiness as AI automates routine tasks and elevates value-driven work.