For data to drive transformation and decision-making in an organization, it must be understood and used by everyone, not just data professionals. At IKEA, data literacy is embedded into digital strategy. With AI and analytics becoming increasingly important across the organization, it is critical that employees at all levels understand how to interpret and act on data they work with daily.

With a focus on relevant practical applications and accessibility, Olivier Maugain, Data Governance and Activation Manager at IKEA, is working to demystify data, empowering colleagues to make more informed decisions and weave more compelling stories.

In this session, Olivier joins us to break down his approach to fostering data literacy throughout the global business. We will delve into how he 

Attendees will learn:

• Digitalization, AI and the evolving landscape of retail, and why data literacy is integral to this.
• Defining data literacy in a global organization
• How IKEA is scaling data literacy by focusing on relevance and critical thinking rather than technical expertise.

Olivier Maugain

Data Governance & Activation Manager
IKEA

See Bio

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.

When scaling into new markets, user expectations shift. CX and insights teams face a familiar challenge: how to move fast without losing touch. Ensuring platform efficiency and managing frontline experiences while balancing the needs of customers and employees is a delicate business, especially when small tweaks can affect retention on either side. In this, customer insights becomes even more critical to influence strategy, culture and, of course, customer-centric decision making.

With deep expertise in operational data and on-the-ground engagement, Christina Lewis is joining us to share her experiences using metrics such as cancellation and retention rates to shape service design. She will examine the question of how serving certain groups in business strategy – internal or external – impacts end users. Christina will explain how she helped fast-growing brands such as Deliveroo and Bolt navigate rapid international expansion combining qualitative and quantitative feedback with field work to humanize reporting and keep customers at the center.

Attendees will learn:

• How to balance quantitative trends with qualitative insights to inform truly customer-centric decision making
• How operational data can be used to improve both customer and employee experience without sacrificing one for the other
• How CX leaders can use insight-driven strategy to champion inclusion, safety, and sustainability across the customer journey

Christina Lewis

Former Head of Global Operations
Bolt

See Bio

In many organizations, data is abundant but influence is scarce. Quantitative metrics dominate strategic discussions with qualitative insights – the human side of the story – are neglected. The result can be that decisions miss the real reasons for customer churn and, therefore, opportunities to reduce it.

In this session, our CX expert and author will challenge the idea that pure numbers are enough, showing how to combine rigorous data with storytelling to ensure executives listen and act.

Drawing on real-world experience, we’ll explore how to turn unstructured feedback into actionable insights that resonate with numbers-driven leadership cultures. We will dive into the psychology of executives and the politics of decision-making, focusing on how to speak the language of the business while representing customers.

Attendees will learn:

• How to quantify qualitative data at scale and tie it directly to business impact.
• Techniques for turning insights into persuasive, accessible stories that resonate with senior stakeholders.
• Strategies to align research with organisational priorities, build executive buy-in, and drive real change.