Creating genuine, human connections with customers and employees remains top of every organisation’s wish list in 2024.
But with the acceleration of new technologies like AI, customers that increasingly stay silent when things go wrong, and a frontline workforce largely unequipped to deliver the experiences that drive spend and loyalty, it’s never been harder to get right.
Join us as we dive deep into the trends shaping how customers and employees feel about the companies they buy from and work for, based on our annual research with more than 60,000 people around the world.
What you’ll learn
- How to build an AI strategy that supports, not replaces, human connection
- Strategies to support and engage your frontline employees to deliver better customer experiences
- How to understand the end-to-end omnichannel customer journey to identify and resolve friction
- New ways to understand how people feel using structured and unstructured data
Agenda REGISTRATION | BREAKFAST - 9.00AM – 10.00AM
10.00AM – 10.10AM Welcome & Introduction | William O’Neill
10:10AM – 11:00AM // The Trends Shaping XM in 2024 | James Scutt & Rohan Sinha
Dive into the trends shaping customer and employee experience, based on our annual research of more than 60,000 people in 26 countries. We’ll explore consumer and employee attitudes to AI, uncover the biggest drivers for customer and employee loyalty, and take a closer look at UAE specific Consumer trends across industries.
11:00AM – 11:20AM // XM Trends Live Dashboard & Qualtrics AI Demo | Rohan Sinha Dive deeper into the XM trends live on a Qualtrics dashboard. Get acquainted with the new AI features on the XM Platform™.
11:20AM – 12:30PM // Putting XM into Practice – Customer Panel / Interview | Kevin O’Shea & Mohamed Koueider
Hear how region brands are building their experience strategies for 2024 to improve how they connect with customers and employees. Submit your question before the event or during the talk, and we’ll put them to our panellists.
LUNCH - 12:30PM – 2:00PM