The question of what good would look like is almost always through the lens of limitations – of money, capability and internal buy-in, amongst others. CX and customer service reflects the experience of many other groups within any large business; laden with pre-existing assumptions, restricted to working with embedded tech stacks and often an acceptance of what is / is not possible to achieve within your business. But what if it wasn’t always this way?

As strategic transformation is more common to the world of CX more than most fields, it is vital to try and picture what wholesale change could look like, given the time and resources needed for such a transformation. In this expansive panel discussion, CX leaders will consider how they would create a customer-focused strategy, based on today’s technology and expectations. What would they do, if they could rip it all up and start front scratch?