CX Mar 2026 Day 2

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.