POWERING GROWTH WITH INNOVATION AND CREATIVITY

Day 1,

9:00 AM

Registration, Refreshments & Networking

9:20 AM

Opening Remarks from the Chair

9:35 AM

Keynote

10:00 AM

Outlook Session

Transforming CX: Matching Value to an Evolving Consumer

What socio-cultural moments, trends and economic factors are front of mind for consumers in 2025? How are they proving consequential for brands?
How is the nature of customer value changing? How are brands then weaving adaptability through their CX strategies?
How do you get your entire organisation to embody customer-centricity?

10:40 AM

Keynote

11:00 AM

Morning Refreshments & Networking

11:30 AM

Partner Keynote

12:00 PM

Insight Session

Hidden in Plain Sight: Deeply Understanding our Customers

How are brands going beyond the shortcomings of traditional CX measurement to form complete and unique pictures of customer preferences and behaviours?
How sound are our measurement practices? When do you know you’ve reached digital maturity or are in need of transformation?
What role is AI currently playing in improving customer understanding across different industries?

12:40 PM

Keynote

1:05 PM

Lunch Welcome Remarks

1:15 PM

Lunch & Networking

2:00 PM

Platinum Keynote

2:20 PM

Innovation Session

Digitally Elevated yet Utterly Human: Crafting Innovative CX Journeys

How are brands infusing both innovative boldness and human touch across CX touchpoints?
What should you look for in a creative innovation partnership?
How are organisation ensuring their digital transformation efforts don’t alienate customers who prefer more human-centered approaches?

3:00 PM

Keynote

3:20 PM

Afternoon Refreshments & Networking

3:50 PM

Keynote

4:15 PM

Keynote

4:40 PM

Closing Remarks from the Chair

4:45 PM

Close of Day One

Day 2,

9:15 AM

Registration, Refreshments & Networking

9:25 AM

Opening Remarks from the Chair

9:30 AM

Keynote

9:55 AM

Strategy Session

Consolidating Influence: Leveraging CX as a Catalyst for Growth

How are leaders balancing the push and pull of cost management against need for strategic CX investment with internal stakeholders?
What are the most effective pathways to securing executive buy-in from the CFO and CIO?
How do you ensure your CX strategies can support growth in new markets and customer segments? What opportunities are leaders keeping an eye out for?

10:35 AM

Diamond Keynote

11:00 AM

Morning Refreshments & Networking

11:30 AM

Keynote

11:50 AM

Engagement Session

Winning the Long Game: Capturing and Sustaining Brand Loyalty

How are CX leaders mapping parameters of loyalty for the value-hungry, hyper-sceptic customer?
How are leaders navigating the fragile trust ecosystem that trails customer data usage and storage?
What does it take to meet the high standard customers hold for authenticity without coming across as tokenistic?

12:30 PM

Keynote

12:50 PM

Lunch Welcome Remarks

1:00 PM

Lunch & Networking

2:00 PM

Platinum Keynote

2:20 PM

Culture Session

Infectiously Bold: Aligning People and Customer Experience

How do you effectively bring EX and CX closer together?
What role does experimentation and autonomy play in delivering exceptional customer experiences? How can CX leaders foster this internally?
What are the best ways to measure the impact of cultural alignment on CX outcomes?

3:00 PM

Keynote

3:25 PM

Closing Remarks from the Chair

5:30 PM

Close of Forum