CX Network’s research found that customers’ demand for convenience is the consumer behavior trend having the biggest impact on CX practitioners’ roles. In this context, brands must rethink how they engage, educate and convert customers across multiple touchpoints. Achieving this requires a seamless omnichannel strategy that personalizes outreach, anticipates customer needs, and, when leveraging emerging technology, fosters trust.

In this session we will be joined by long-time CX expert MQ Qureshi, currently Head of Direct-to-Consumer Strategy and Sales for BlueCruise at Ford Motor Company, as we explore the real-world challenges of optimizing digital customer journeys, breaking down silos across teams and channels and balancing automation with human empathy. We will delve into how MQ has, throughout his career, implemented digital CX strategies to drive new technology adoption, improve engagement and measure success beyond “vanity metrics”.

Attendees will learn:

• Designing customer journeys that convert: Drawing on experiences throughout his career, learn how MQ approaches omnichannel management and customer journey design to drive engagement and long-term retention.
• Overcoming omnichannel challenges: Explore strategies for aligning teams, optimizing resources and ensuring consistent CX across channels.
• Measuring what matters: Discover how to measure the true impact of your digital CX efforts, focusing on meaningful engagement and conversion rather than vanity metrics.

---

Your data is the key to unlocking deeper customer insights, identifying pain points, and streamlining interactions across every channel. Yet, according to Informa, over half of enterprises lack an integrated view of customer data, making it difficult to connect behaviors to business outcomes.

By analyzing customer journey data and identifying key behavioral patterns, organizations can uncover friction points, enhance engagement strategies and orchestrate seamless customer journeys.

By focusing on the full journey, rather than isolated interactions, businesses can deliver smarter, more personalized experiences while aligning CX initiatives with key business KPIs.

Join this sessions to explore the next evolution of customer experience management and see how data-driven insights can drive real, measurable impact for your business.

• Understand real-world customer behavior at scale.
• Leverage journey analytics to make data-driven decisions that improve experiences.
• Equip your team with actionable insights to deliver seamless, empathetic experiences.

---

---

---

AI-powered virtual agents work with your customers on convenient digital channels to provide efficient self-serve issue resolution. Organizations are realizing the benefits of AI-powered virtual agents in terms of agent time saved and improvements to CSAT every day. But just how impactful can an effective AI-powered virtual agent be, from a short-term and long-term perspective?

Join us to learn how and where businesses have found success with AI-powered virtual agents on the short term and consider the expected long-term gains from implementing these solutions. Get actionable insights into what's working currently and how organizations can best set themselves up for ongoing success.

Attendees will learn:

• Preparing for implementation: What questions you should be asking your AI-powered virtual agent provider in advance of implementing a solution
• Quick wins: What results you can and should expect from implementing an AI-powered virtual agent for your organization within the first year
• Long-term success: The potential impact over several years of ongoing use of an AI-powered virtual agent

---

---

Keeping customers engaged between major interactions – whether games, product launches, or live events – has always been challenging. Sports teams have mastered the art of building deep emotional connections with customers and are leading the way in personalized, immersive digital experiences to keep fans engaged. What can consumer brands learn from this approach to strengthen relationships, capture valuable insights, and drive long-term loyalty?

In this session, we will be joined by John McCauley, sports industry veteran most recently working as VP of media and marketing at Canadian Hockey League. The session will explore how brands can apply sports-style engagement strategies to enhance digital CX, create frictionless customer journeys, and build stronger connections. We will discuss how, through earned media, partnerships and smart data collection, brands can learn from the world’s biggest sports teams how to meet customers where they are and foster long-lasting loyalty beyond the transaction.

Attendees will learn:

• Creating always-on engagement beyond transactions: Discover how leading brands extend engagement between key events, using digital channels, partnerships, and exclusive content to stay top of mind.
• Simplifying digital journeys for seamless data collection: Learn how to reduce friction in sign-ups, ticketing, and promotions, making it easier for customers to engage while capturing valuable insights for future interactions.
• Harnessing the power of live & earned media for brand growth: Explore how brands can tap into live experiences, sponsorships, and strategic partnerships to reach highly engaged audiences in authentic, meaningful ways.

---

With no physical branches, digital-first brands must rely on customer feedback and analytics to continuously refine their CX and improve digital engagement. Feedback, gained from both passive and active intercepts on digital channels, can be combined with operational data to build a 360-degree view of customers. These insights help to illuminate areas for innovation and secure stakeholder buy-in.

In this session, Sasha Fard, Director of Omnichannel Analytics at Assurant, will explain how he implemented an omnichannel feedback strategy to gain a deeper understanding of customers and digital engagement. We will discuss how he uses real-time insights to prioritize investments and gain stakeholder buy-in for digital CX initiatives. Learn how embedding CX accountability across teams and closing the loop on customer pain points can accelerate digital adoption and fuel long-term innovation.

Attendees will learn:

• Collecting & leveraging digital feedback for smarter decision-making: How real-time insights from apps, websites, and support channels help identify pain points and guide feature improvements.
• Securing stakeholder buy-in for CX investments: Learn how to turn customer insights into compelling business cases that align with company goals and secure funding.
• Driving digital engagement from onboarding & beyond: Explore practical strategies to help customers adopt and embrace digital tools early in their journey.

---

As automation and AI continue to transform customer interactions and dominate CX conversations, Who Gives A Crap (WGAC) has built a digital brand that puts human connection at the heart of its customer experience. As a leading eco-friendly DTC brand, WGAC has scaled rapidly while maintaining a commitment to customer-centricity. From quickly expanding into new markets to balancing automation with the human touch, the industry disruptor’s approach to CX goes beyond traditional support to shape strategy, drive retention, and reinforce a purpose-driven mission.

In this session, Ryan Klausner, Head of CX at WGAC will explain how and why the organization prioritizes CX as a competitive advantage, how it measures success beyond standard CX metric and why human interaction remains critical in an increasingly automated world.

Attendees will learn about:

• Balancing AI and human touch for meaningful customer interactions: Learn how WGAC is piloting AI tools while ensuring real empathy remains at the forefront, and why prioritizing cost-cutting over customer experience can backfire.
• Moving beyond NPS and CSAT: Discover how WGAC measures customer sentiment in a way that drives actionable insights rather than relying on legacy metrics alone.
• Building a people-first CX team that drives retention: Explore how WGAC invests in its CX team to reduce churn – both for employees and customers – and why a strong internal culture leads to stronger customer relationships.

---

A robust omnichannel offering is vital for delivering outstanding customer experience (CX), and mobile apps are at the heart of this strategy. Decathlon Poland is making waves by seamlessly integrating its new loyalty program with its mobile app, resulting in a surge of new sign-ups since the program's launch at the end of 2023.

Communicating the benefits of the loyalty scheme through a single, powerful channel has proven to be both cost-effective and impactful. Embracing the mantra of ‘less is more,’ the company leverages the app to deliver select personalized communications, driving customer loyalty and engagement.

Join us for this session with Bartosz Zochowski, Head of Loyalty and CRM at Decathlon Poland, as he unveils the secrets behind their successful loyalty program launch and their innovative approach to omnichannel and personalization.

Attendees will learn:

• Integrating loyalty programs with mobile apps: Discover the dynamic benefits and strategies of linking loyalty programs to mobile apps, creating seamless and engaging customer experiences.
• Effective communication through single-channel focus: Learn how focusing loyalty communications through a single channel can amplify impact, reduce costs and enhance customer engagement.
• Building true omnichannel loyalty experiences: Explore how Decathlon Poland balances digital and physical interactions, ensuring that in-store experiences are seamlessly connected to digital touchpoints. Learn how their 3,000+ in-store colleagues play a key role in making omnichannel loyalty a success.

---

Digital CX is a modern-day essential and has been around for a long time. With almost all brands offering some form of digital experience for customers, and hundreds of vendors offering digital CX solutions, it can be difficult to understand where to invest and how to differentiate your digital offering.

In this interactive, virtual roundtable discussion, we will explore this conundrum as we debate the most critical digital CX investments, from AI-driven self-service and conversational interfaces to journey orchestration and passive customer insights.

This interactive discussion will cover:

• Insights into the core elements of great digital CX: Discuss what separates leading digital experiences from the rest and how to define and measure CX success.
• Strategic budget allocation for maximum impact: Learn which digital CX technologies and initiatives provide the best ROI and how to prioritize investments.
• Perspectives on the future of digital CX: Discover the latest trends and innovations shaping digital CX in 2025 and beyond.