The CX and IT Leaders’ Roundtable

The human touch: Balancing technology and personalisation for the CX of tomorrow 

In today’s digital age, creating a differentiated customer experience has become crucial for businesses to stay ahead of the curve. With the emergence of new technologies like generative AI and virtual reality, the possibilities are seemingly endless.

But customer experience V2 is not just buzzwords. What does the future of customer experience hold, and what is the value chain from the moment of inspiration to the moment of truth? Several challenges stand between companies of today building for experiences of tomorrow for a hybrid reality.

• What challenges do companies face in adopting new technologies like AGI to drive differentiated CX?
• As new technologies emerge and evolve at an unprecedented pace, how can we ensure that ethical considerations are taken into account? What are some best practices for ensuring that technological innovation aligns with business ambitions and ethical values?
• What is the future of CX? What are some emerging trends that we should be paying attention to, to stay ahead of the curve? Can delivering a differentiated customer experience drive distinct topline growth?