In today’s experience economy, customers demand more than just great products - they seek meaningful, personalized interactions that add real value. However, an “experience gap” often exists between what companies think they’re delivering and what customers actually feel. This keynote explores the critical components of bridging this gap to meet rising expectations, from leveraging customer data and feedback loops to implementing real-time AI for tailored experiences. Discover how to shift from reactive service to proactive experience design, creating seamless and memorable customer journeys that drive loyalty, engagement, and long-term success in a hyper-competitive market.

In this session 5 unique discussions are happening concurrently, find the table discussing your biggest pain point or opportunity and join the conversation. Every table will be hosted by an industry expert so come prepared to discuss, learn, network, and share. Discussion topics will include: 1. Integrating AI and automation whilst maintaining a human-centric approach 2. How the role of CS evolves as your business scales 3. Building a team of resilient CSMs - how to keep morale high when handling disputes 4. People management, underperformance, setting a high-performing culture 5. Embedding a customer-centric mindset across your entire org