CX Mar 2026 Day 1

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.

Trent Rossini

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.