CX NXT – Customer Experience Summit, Berlin
23rd October 2024 | Berlin
The customer experience (CX) landscape in 2024 is a perfect storm of opportunities and challenges. While outdated business practices create friction and a shaky economy that adds pressure, the rise of generative AI presents exciting opportunities but also requires careful integration. Europe is uniquely positioned to excel in CX. The EU’s pioneering AI Act sets a groundbreaking precedent. This framework can transform Europe’s AI landscape and establish a global standard for responsible CX.
At the heart of the CX NXT Summit lies a bold ambition – to showcase how the dynamic interplay of technology, strategy, and culture can elevate the customer experience to new heights. Welcoming over 150 CX leaders and practitioners, this summit promises to be a transformative journey, where the future of customer experience takes centre stage.
Driven by expert CX speakers, the summit will deliver power-packed conference sessions that delve deep into the evolving landscape.
SUMMIT OVERVIEW
- 150+ Decision makers
- 30+ Speakers
- 10+ Hyper-focused CX topics
PARTNER
As a key sponsor, leverage opportunities ranging from meeting potential customers to showcasing your CX solutions. Participating in panel discussions and onsite interviews. Being featured in CXM Today and reaching an exclusive audience of over 3,00,000 readers.
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Speakers
Siemens Healthineers
Playtomic
Detouristik
Standard Chartered
Marley Spoon
Smav
OLX Group
SKY Deutschland
Stellantis
Agenda
What does it mean to be customer-obsessed?
We'll explore what it means to prioritise customer needs above all else, and how this approach can fuel long-term business success.
The digital revolution has fundamentally reshaped the customer journey. This session dives deep into how to track trends and behaviour changes and how to adapt in high inflation price-sensitive markets to create the modern enterprise.
- Explore the evolving habits, expectations, and decision-making processes of today's tech-savvy customers.
- Understand how the new AI Act will impact customer experience strategies.
- The human touch in a digital world: How to effectively blend technology-driven CX with personalised human interaction.
Marley Spoon
OLX Group
In today's competitive business landscape, trust has become the most valuable currency. Around 73% of customers are willing to pay more for brands they trust (PwC). This presentation will explore the power of trust in customer experience (CX) and how businesses can build and leverage it to achieve sustainable success.
This session dives into practical metrics that truly capture customer sentiment and guide your customer experience (CX) strategy. Learn how to measure what matters most to drive loyalty and sustainable business growth.
- What are the new metrics to add?
- How do we measure it and what do vanity metrics tell us?
- How can AI help?
- How can we eliminate bias from feedback?
How has the definition of loyalty changed, and how does it really impact CLV?
Customer expectations are ever-evolving, and businesses need a powerful framework to keep pace. This session explores the transformative potential of design thinking for customer experience (CX) improvement. Discover how to:
- Develop deep empathy for your customers by understanding their needs, frustrations, and motivations.
- Shift your perspective and identify hidden opportunities to improve the customer journey.
- Generate creative solutions that address customer pain points and foster brand loyalty.
It is no longer enough to offer Gen Z and Millennial customers a lavish product. They crave more of the experience. We'll delve into how brands are creating unforgettable experiences, building deeper connections with customers, and redefining what it means to be a luxury brand in the 21st century.
- How are luxury brands shifting their focus from selling products to curating personalised experiences for their customers?
- How are brands leveraging technology and innovation to create immersive experiences that go beyond the point of sale and foster long-term brand loyalty?
- What framework can professionals use to make improvements on touch points in a quick and customer-centric way?
- In an age of transparency, how can luxury brands cultivate genuine connections with customers through shared values and meaningful experiences?
Explore how leadership at all levels can champion customer centricity, set the tone and drive cultural change.
- Discover strategies to empower both customer-facing and non-facing teams to contribute meaningfully to exceptional CX.
- Learn how to break down silos and create a unified customer focus across the organisation.
Artificial intelligence (AI) is rapidly transforming the way businesses deliver customer experiences (CX). But what does it take to successfully implement AI in your CX strategy?
- Piloting AI solutions.
- Scaling AI for broader adoption.
- How to foster a culture of collaboration and ensure all teams are on board with integrating AI into the CX approach.
- Explore strategies to optimise AI investments and ensure a positive return on investment (ROI)
In today's world, truly "listening" to your customers means going beyond surveys. This session dives into capturing their sentiment and action cues, not just words. We'll explore how automation and multilingual tools can unlock the "Voice of the Customer'' from diverse channels, giving you the insights you need to take action and build stronger relationships.
Grow your business with a lean team. Conversational AI makes it possible to serve a large base of customers across channels at the same time. In the short term, it helps you do more with less. In the long term, this quick, convenient and positive interaction helps brands build stronger relationships with their customers.
- Engage with customers in real-time and at scale.
- Deliver personalised product suggestions and targeted offers.
- Automate routine support tasks and free up human talent to focus on more complex work.
Customers are becoming more aware and concerned about how their personal data is collected, used, and shared by companies. This presenter will share insights on how prioritising data privacy and security can help forge stronger connections with customers. It will pave the way for a more secure and trusted digital future.
Can genAI be your next service agent? Automation can help your brand to be available round the clock and deal with repetitive work, sentiment scores and real-time data can personalise the conversation, and triage can help allocate calls more efficiently. But how do you get your teams aligned to the new technology developments and make the most of technology investments?
This session will explore the challenges and guardrails that businesses need in order to leverage genAI for customer service.
Sponsors
Past Sponsors
Partner
Partner
Partner
Partner
Partner
Partner
Partner
Partner
Partner
Partner
Partner
Partner
Venue
Berlin
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Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
