We are thrilled to have Vaishali Dialani, an influential figure in the CX space, deliver the opening keynote for All Access: CX EMEA.

Vaishali is a CX expert with a passion for leveraging customer insights to design and deliver human-centred experiences that drive continuous business growth. With her wealth of experience and deep understanding of customer behaviour, Vaishali will offer valuable advice and practical tips for organizations looking to improve their CX strategies. Don't miss this opportunity to learn from one of the leading experts in the field and gain valuable insights into the world of CX in the EMEA region.

During her keynote, Vaishali will discuss:

• The key trends shaping the CX landscape in the EMEA region.
• The common issues that organizations are facing in delivering best in class customer experience.
• Insights on how CX teams can help organizations stay afloat in a rapidly changing business environment.

Augmented Reality, AI and omnichannel technologies are at the center of CX transformation all over the globe.

While technology provides many exciting opportunities for CX teams, achieving the right balance can be challenging. This is because consumers still tend to prefer live service and face-to-face interactions rather than automated self-service options. 

Dominik Olejko, Regional Customer Insights & Engagement Manager for Eastern Europe at H&M, is joining us to explore how CX professionals can take advantage of available technology while maintaining excellent levels of service, and how to identify opportunities in emerging technologies.

Join this session to learn more about:

• How to use the technology you have to solve pain points in your customer journey
• Realistic futurism and the opportunities presented by new technologies in CX
• Augmenting your customer experience to captivate digital-native generations

As businesses seek an affordable and effective way to hire and scale teams of high-quality CX agents, traditional outsourcing models are proving to be increasingly ineffective. However, there is a solution that goes beyond the limitations of traditional call centers. Imagine a software-driven approach that taps into a scalable global talent pool of CX agents, enabling businesses to take a technology-first approach and receive tailored support for sales and service. This approach can help teams work more efficiently and effectively, improving the overall customer experience.

We are joined by Yoummday, a startup from Munich that has created an industry-disrupting solution with a vision of changing outsourcing for the better.   

In this session, we will examine real-life examples of companies who have elevated their CX strategy with Yoummday. 

We will cover: 

• Why a global talent pool of agents will improve your CX. 
• How to optimize outsourcing spend using a technology-first approach. 
• The A to Z of A/B testing for outsourcing providers. 

Increased focus on sustainability is now essential in every industry. With 92 million pieces of clothing are disposed of in landfills every year, coupled with the alarming increase in carbon emissions, it is not surprising that the fashion industry has garnered a negative reputation in this regard.  Rampant greenwashing is a further detractor that undermines genuine efforts to improve corporate ethics and fosters skepticism in a consumer base increasingly concerned with ESG.

However, sustainability doesn’t have to feel like an insurmountable challenge.

Ben Dreyer, Strategy, Sustainability and Operations Director at Boden, has been leading the charge for sustainability at the fashion brand for the past 5 years. He is joining us to discuss the importance of small steps, explain his current focuses and give us his top tips for improving sustainability.

Join this session to hear more about:

• Getting started with sustainability: quick wins at no cost.
• Boden’s approach
• The importance of communication