InMoment’s Vice President Product Marketing, Sam Middleton, will tackle the evolution of CX and the role that the latest and greatest technology is playing within it. This session is designed to explore what the intersection between emerging technologies and what it means for customer experience and how companies like yours can leverage ChatGPT, predictive simulations, AI-based intent models (and more!) to humanise experiences for their customers.

Driving exceptional customer experiences has always been important to the regional KARL STORZ team, but the manufacturer knew the next step in improving experiences was to directly connect with customers, giving them a stronger voice and ability to impact the company’s direction. Sylvain Pingont, KARL STORZ's Digital Marketing and Customer Excellence Manager will take you through how to reduce risks and use VoC data to move the business forward and improve customer experiences at the same time.

In an era of rapid digital transformation and multiple global crisis, the importance of establishing and maintaining loyal customer relationships is more critical than ever. Ron will present best practices from leading companies across the world that have adapted their strategies and developed tactics to ensure future business success in a changing world.

In 2019—after running a mystery shopping-based program across its various stores for several years—ASICS recognised the need for a more organic and actionable approach to customer experience. But launching a CX program that purposely drives positive change is no easy task, especially when your internal audiences span digital teams, store managers, franchise partners, senior executives and more. In this session, ASICS Retail Promotions Department Manager, Tabia Chui, will talk us through the ASICS Customer Experience program's launch—explaining how to identify and win the heart of internal champions, leverage the support from the wider business to boost internal engagement and scale the impact of your experience improvement initiatives across audiences and geographies.

An organisation's ability to gather, analyse and act on customer feedback is the cornerstone of any winning CX strategy. But with more than 80% of customer data living outside of surveys, CX professionals face the mammoth challenge of accessing, consolidating and making sense of that data from dispersed sources to enable positive customer experiences. In this session, InMoment's VP of Solution Consulting, APAC, Eric Weight, will run you through practical ways organisations can expand, integrate and analyse customer feedback using AI—all with the intention to maximise the ROI from your program.