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.

MQ Qureshi

Head of Direct-to-Consumer Strategy & Sales, BlueCruise
Ford Motor Company

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Customers want to interact with brands across a variety of touchpoints, be that web, mobile app, social, chat or instore. Yet many brands struggle to align these touchpoints, leading to friction, frustration and, ultimately, churn. Effective digital customer journey management requires real-time orchestration, data-driven insights and continuous optimization.

CX Network research has uncovered that 45 percent of CX practitioners reported that among those who use it, journey orchestration technology has had a positive impact on customer loyalty and 40 percent say it has had a positive impact on the bottom line.

In this session, we will explore how leading brands are leveraging digital customer journey management to create more connected digital experiences. We will explore how to integrate AI and automation and use real-time data to anticipate customer needs and ensure that every digital touchpoint is optimized for engagement and conversion.

Attendees will learn:

• Orchestrating seamless digital journeys: Discover how to connect every digital touchpoint and enable customers move effortlessly through their journey without friction.
• Leveraging AI & automation for smarter journey management:
• Explore how AI-driven insights, predictive analytics, and automation can help brands proactively guide customers, personalise experiences, and drive higher engagement.
• Turning data into actionable insights: Learn how to apply real-time data to continuously refine digital customer journeys, improving satisfaction and business outcomes.

Every digital interaction, be it website behavior, in-app actions or abandoned shopping carts, holds valuable clues about customer behavior and intent. Despite this, many brands focus on direct customer feedback, missing out on deeper insights that could be gained from combining this with passive interactions data. By analyzing data from digital touchpoints, companies can anticipate customer needs, personalize experiences and recommendations and optimize digital customer journeys, all without pestering customers for survey responses.

In this session we will explore how to get deeper customer insights by collecting data across digital channels and combining this with Voice of the Customer data. We will delve into how digital behavioral analytics and real-time data processing can help brands keep up with customer expectations and deliver more personalized digital experiences.

Attendees will learn:

• Harnessing digital touchpoints interaction data for actionable insights: Discover how passive data from digital customer interactions can reveal friction points and optimization opportunities.
• Turning implicit signals into personalized CX: Learn how AI and machine learning can analyze customer behaviors in real-time to predict intent and create hyper-personalized experiences.
• Moving beyond surveys:  Explore how to reduce reliance on traditional feedback methods by integrating passive insights with other CX metrics for a more holistic, data-driven approach.

Digital twins are virtual representations of real-world processes and customers. Originally developed for industries such as manufacturing and healthcare, digital twins now have diverse appeal for CX practitioners in all industries. They provide CX and marketing with a valuable opportunity for testing new ideas in personalization, engagement and service automation. In this, digital twins present the opportunity to identify pain points, anticipate customer needs and optimize interactions before implementing in the real world.

In this session, we will uncover the use cases for digital twins in CX and how practitioners can leverage the technology to test solutions and confidently create adaptive experiences that drive satisfaction and loyalty.

Attendees will learn:

• Understanding digital twins: Learn what digital twins are, how they work and how they can be used in CX innovation.
• Optimizing customer journeys: Explore how digital twins can identify pain points and illuminate opportunities for journey optimization.
• Proactive CX: Discover how brands can use digital twins to anticipate customer needs and proactively address potential customer issues.

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.

Bartosz Zochowski

Head of Loyalty & CRM
Decathlon Poland

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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.

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.