Customers now expect experiences that feel tailored to their needs at every touchpoint and in real time. AI-driven personalization is helping brands meet those expectations by using real-time data, and predictive analytics to deliver content, recommendations, and services that truly resonate.

The challenge lies in doing this at scale, while still maintaining authenticity and staying aligned with brand values. Customers can be reluctant to share authentic personal data due to fears around data security and invaded privacy.

In this session, we’ll explore how organizations are using AI to personalize experiences, driving deeper engagement, and measurable business results through intelligent, responsive personalization. We’ll address challenges around customer data collection and workshop solutions to getting the information brands need to drive the best possible experiences and offerings.

Attendees will learn:

• How to use AI to personalize customer experiences across channels without crossing the line into “creepy.”
• Best practices for combining first-party data, behavioral signals, and AI models to drive relevance in real time.
• Strategies to balance automation with empathy and clear communication of data usage, ensuring that AI-powered personalization still feels human.

AI is becoming increasingly embedded in CX strategies and traditional success metrics like CSAT and NPS no longer capture the full picture. To drive lasting value and secure organizational buy-in, CX teams must expand their measurement frameworks to reflect the complexity of AI-enhanced customer journeys.

With advanced analytics, machine learning, and real-time data capabilities, organizations now have the tools to unlock deeper, more nuanced insights into customer sentiment, service performance, and, ultimately, the business outcomes of AI implementation.

In this session, CX leaders will explore how customer insight and analytics are reshaping the way businesses measure AI success, highlighting emerging KPIs, new analytical approaches, and actionable strategies for ongoing CX improvement.

Attendees will learn:

• Why traditional CX scores can fall short in an AI-driven world and what to use instead.

• How predictive analytics and sentiment analysis uncover trends, intentions, and performance gaps.

• Proven methods for translating complex AI data into clear, measurable business improvements.

CX Network research found that 46 percent of CX practitioners strongly agreed that data privacy and security is becoming more important to customers and 42 percent said they expect spending on cyber security to increase this year. 

With increased pressure from customers and global regulations evolving quickly, it is critical that businesses are abreast of data security and regulations not just to stay compliant, but to preserve customer (and employee) trust. Customers want transparency, and reassurance that their personal data is being handled and used responsibly. Falling behind on compliance doesn’t just risk penalties, it harms loyalty and brand credibility.

In this session, we’ll explore how forward-thinking organizations are navigating global regulations and integrating privacy into their CX strategies from the offset We will delve into how transparency, and using data protection as a driver of trust, give businesses a competitive advantage. Not only will customers trust you more, they will be more willing to share data to improve personalization and targeted marketing. 

Attendees will learn:

• How to align data privacy and CX strategies to build and maintain customer trust.

• Key trends in data regulation and what they mean for your business in the year ahead.

• Proactive approaches to governance, transparency, and ethical data use that resonate with customers and regulators alike.

While companies are under increasing pressure to personalize at scale while safeguarding customer privacy, synthetic data emerges as a powerful enabler. By generating artificial data that mimics the patterns and behaviors of real customers, teams can experiment, train AI models and test solutions all without the risk of exposing sensitive information. According to Gartner, synthetic data will make up more than 90 percent of the data to fill in edge scenarios for training AI models, by 2030, up from 5 percent today.

In this session, we will examine the growing role of synthetic data in customer insights and analytics, including how it’s being used to simulate customer journeys and overcome data access barriers. We will also address the key question of data quality and how to ensure your synthetic data is accurate and useful. 

Attendees will learn:

• What synthetic data is and how it can be applied in CX for modelling behaviours, testing experiences, and training AI.

• How to use synthetic data to bridge gaps when real data is scarce or sensitive without compromising insight quality.

• Emerging use cases and tools for integrating synthetic data into your CX and analytics strategies.

Data isn’t just the domain of analysts anymore, it’s becoming a core capability across every function. But for many organizations, data literacy remains a barrier. Teams are often untrained in interpreting insights or unsure how to navigate overwhelming volumes of information. This, however, is changing, with CX Network research finding that over one quarter of CX practitioners are prioritizing driving data literacy across teams to utilize data more effectively. 

The key to unlocking data’s full potential lies in making it relevant, accessible, and inspiring. When teams see how data connects to their goals, and how their CX-related efforts are paying off in the real world, customer-centricity becomes embedded in an organization. When teams are empowered to explore data with confidence, a culture of curiosity also takes root, sparking fresh ideas and further CX breakthroughs.

In this session, we’ll explore how to equip and energize teams to think differently about data, and how to build the mindset and skills needed to turn insights into innovation.

Attendees will learn:

• Tactics to simplify complex insights and help non-technical teams understand and apply data in everyday decision-making.

• Encouraging exploration and experimentation to surface new CX and innovation opportunities.

• Practical approaches for translating customer data into clear, focused improvements that drive impact across the journey.