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In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.
A look into the kitchen of CX team active in B2B
Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.
In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.
Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.
In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.
A look into the kitchen of CX team active in B2B
Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.
In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.
Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.
In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.
A look into the kitchen of CX team active in B2B
Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.
In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.
Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.
Operations Director Egypt and Director Milk Africa & Turkey
Integrated Supply Chain Senior Director
Senior Director – Access Network Procurement
Senior Vice President Procurement and Logistics
Director Group Procurement & International Markets Supply Chain
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