Explore the future of customer experience (CX) in a session led by InMoment's Solutions Consultant, Tom Boylan. Discover how emerging technologies are reshaping the way companies understand and engage with their customers. This session examines innovative approaches to capturing the voice of your customers, looking beyond traditional feedback channels to gain richer insights. Learn how the dynamic evolution of CX can empower your business to create more personalised and impactful customer experiences.

We don't want you to be stuck listening to presentations all day. Instead, we aim to offer hands-on experiences, giving you practical takeaways that you can apply.

Contact centres are at the heart of customer experience improvement. Yet, when data is scattered across multiple systems, identifying and implementing improvements becomes a daunting task, risking both customer and agent satisfaction. This session will explore how advanced analytics and data integration can unlock deeper insights to enable significant improvements in contact centre experience. Find out how AI-driven conversational tools can transform customer interactions, making them more engaging and rewarding.

Businesses with a higher volume of positive reviews often outrank competition in search engine results with 68% of consumers more likely to choose a business with positive reviews displayed on the first page. Stats like this offer just a glimpse into the impact of social reviews on customer engagement and business growth. They underscore the importance of recognising social reviews as a valuable source for an Integrated CX approach. Erik Skurka, VP Product at ReviewTrackers, will guide you through strategies to improve your response rate, boost customer engagement, and integrate reputation and social review management into your CX journey.

You have been working diligently to gather insights and develop an action plan to elevate your Customer Experience (CX) programme. However, without stakeholder buy-in, even the best master plan will not drive results. Join Dulcie Swanston in this enlightening session as she explores the neuroscience behind change resistance and the strategies to overcome it. Discover how effective process and communication are essential in driving innovation and fostering an environment where change is embraced. This presentation will equip you with the knowledge and tools to engage stakeholders effectively, ensuring that your CX excellence plan translates into real, transformative results. Learn the science, embrace the change, and become the exception to the rule.

Navigating the complexities of B2B buyer journeys requires a deep understanding of the multifaceted decision-making processes and the various stakeholders involved. To succeed in today's competitive B2B landscape, businesses must strategically map and manage these journeys, delivering targeted and personalised experiences at every touchpoint.

In today's competitive marketplace, a robust Customer Experience (CX) program is essential for driving customer loyalty, enhancing brand reputation, and ensuring long-term business growth. However, securing ongoing investment for your CX initiatives requires more than just initial enthusiasm—it demands a strategic approach that clearly demonstrates value and aligns with overarching business goals.

Happy employees make for happy customers. Too many organisations, however, separate their customer and people activities, missing out on the vast potentials that come with aligning these two key strategic topics. How should CX practitioners engage and work with their people teams for mutual benefit?