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In-person event

Linking CX insights to successful commercial outcomes

November 21, 2024 // 8:30 AM - 12:30 PM GMT
Dublin, Ireland

From 'what If' to 'what's next': Applying AI for business growth
Many dedicated Cx professionals are working hard to bring their organisation down the Path towards recognised CX Value Realisation. Also many Cx-perts know that to drive tangible experience improvement, it is essential to have insight relating to experience performance, followed by identifying the correct actions to focus on that will help you make organisational change related to those insights.

Many senior executives are realising there is a distinct competitive advantage to becoming an experience-led brand so this evidence is crucial to securing future investment and growth. However for organisations to truly become experience-led brands is essential that the executive team understand the link between Experience Performance and Commercial Performance.. To accelerate experience-led commercial momentum across an organisation it is imperative to connect, track and prove that the actions taken from an insight do impact commercial KPI’s and therefore demonstrate tangible business value which can be presented back to your C-suite. Spoiler - its hard!!

Good News - We are fortunate to have our Global Head of Research and Data Science Carol Haney in Dublin on the 21st of Nov. She will be doing an afternoon workshop to bring the 5 steps to life to support you on the Path towards Value Realisation.

(see agenda below).

Register now

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Agenda

8:30 — 9:15 AM // Registration & networking breakfast
9:15 – 9:30 AM // Welcome address
9:30 — 10:00 AM // The Future of CX
10:00 – 10:20 AM // Understanding AI: What’s the source code for success
10:20 – 11:00 AM // Break and networking
11:00 – 11:40 AM // Hot off the press – Global Customer Trends 2025
11:40 AM – 12:40PM // Value realisation & breakout session

Speakers

James Scutt

Experience Management Catalyst // Qualtrics

James is a Principal XM Catalyst at Qualtrics XM Institute and a leading Experience Management expert, having transformed customer service across major retail networks. His experience has covered industries such as retail, hospitality, financial services and government.

Matt Trickett

CX Strategist // Qualtrics

Matt, an expert in Customer Experience Management, has 10 years of experience in SaaS and CCaaS. As an XM Strategist, he provides strategic advice, value articulation, and best practices to help organizations drive customer-centricity and growth.