Although AI and automation dominate headlines, true innovation in CX insights is no longer about technology. In fact, CX was pioneering NLP and text analytics up to 5 years ago, and using AI in analytics for even longer, before generative AI hit the mainstream. The challenge now is pushing forward after other functions have caught up and delivering strategic value. Deciding where innovation in CX insights should come from is difficult in a landscape where tech platforms are faster and cheaper, and insights teams are under increasing pressure to justify ROI in an environment of more accountability.

In this session, Stefanie Zammit, Global Director of Analytics and Insight at Bang & Olufsen, and Dawn Cummins, Global Business Intelligence at Alliance Pharmaceuticals and former Global Senior Director of Brand, Content and Media Intelligence at Mars, will join forces to challenge the industry’s over-reliance on tech as a differentiator. Our discussion will candidly explore what CX insights leaders should be focussing on, such as better integration of insights and analytics, stronger stakeholder influence and unlocking business value by building scalable frameworks that align with commercial goals.

Attendees will learn:

• Why innovation in CX insights must move beyond technology to focus on influence, integration and impact.
• How to lead insights teams that cut through fear, high accountability and leadership turnover.
• What the next wave of innovation in CX insights should focus on to continue to deliver ROI.

Dawn Cummins

Global Business Intelligence
Alliance Pharmaceuticals

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Stefanie Zammit

Global Director, Analytics & Insight
Bang & Olufsen

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With so many opportunities presented by AI in CX, it is understandable that many leaders are keen to get started with implementation. AI success, however, doesn’t start with algorithms, it starts with data. As organizations race to adopt AI, many overlook the foundational work needed to make data AI-ready. Without clean, connected, and contextualized data, even the most advanced models can produce misleading or unusable results.

This session explores the critical steps to prepare your data for AI implementation. Data and analytics leaders will share strategies for building strong data foundations that ensure your AI initiatives are scalable, ethical, and effective from day one.

Attendees will learn:

• How to assess and improve data quality, completeness, and consistency before introducing AI.
• Why breaking down silos and integrating data sources is key to successful AI outcomes.
• Best practices for aligning data preparation with business goals, governance, and long-term scalability.

In a world flooded with data, relying on a single source rarely tells the whole story. The most powerful insights come from triangulation: layering quantitative, qualitative, and behavioral data from internal and external sources to reveal patterns and validate findings. AI can expedite this process, delivering outcomes in minutes that would traditionally take weeks.

Data from surveys, social media, external research, web analytics, employee feedback and focus groups are never complete on their own, so combining them is the best way to get a 360-degree view of your customers. However, with so much data at play, it can feel overwhelming.

This session explores how organizations are using AI-powered data triangulation to move beyond surface-level metrics and uncover richer, more actionable customer insights. Learn how to decipher and combine multiple data types and perspectives to strengthen storytelling, build stakeholder confidence, and drive smarter decisions.

Attendees will learn:

• How to integrate quantitative, qualitative, and behavioral data to create a fuller, more accurate view of the customer experience.
• Real-world examples of triangulation uncoveri ng hidden drivers of behavior, emotion, and business impact.
• Best practices for synthesizing diverse data sources into clear, compelling insights that resonate with executives and teams.

As organizations scale, data often becomes scattered. When trapped in silos, owned by separate teams, and structured in incompatible formats, businesses are unable to make the most of their own data. The fragmentation slows decision-making, obscures insights, and undermines the potential of advanced analytics and AI.

Centralizing data isn’t just a technical solution but a strategic move. When teams (and customers) can access a single, trusted source of truth, they work faster, collaborate better, and deliver more meaningful customer experiences. Businesses are increasingly aware of this, with CX Network research finding that 41 percent of CX leaders expect spending on data centralization and unification to increase in 2025, and a further 39% expecting it to stay the same as last year.

In this session, we’ll explore how centralizing data unlocks deeper insights and sets the foundation for scalable, future-ready analytics.

Attendees will learn:

• Why decentralization holds teams back and how centralized data drives alignment, consistency, and speed.
• How to approach centralization without disrupting teams: Governance, integration, and cultural considerations.
• How centralizing data has helped organizations uncover new insights and deliver more cohesive customer experiences.

With growing regulatory and public pressure on digital platforms, investing in trust is more important than ever. For TikTok’s Transparency Data Science team, that means making sure the numbers behind trust and safety efforts are rock solid. 

In this session, Rémi Ounadjela swill share how his team is building a foundation of high-integrity data that meets legal requirements and powers proactive transparency with regulators and the public. In a vast organization, with millions of data points from teams often siloed and working at speed, having proceses in place that ensure data quality is essential. 

From centralizing data to navigating internal stakeholder relationships to experimenting with AI to scale transparency efforts, Rémi will cover what it takes to deliver accurate insights in a high-stakes environment dependent on trust. 

Attendees will learn: 

• How Rémi and his team built a centralized transparency function that centers data quality in trust and transparency reporting. 
• Why cross-functional stakeholder management is critical to surfacing unknown data points across product and engineering teams. 
• How generative AI can be used to identify nuanced trends and unlock more actionable insights, responsibly.  

Rémi Ounadjela

Head of Data Science - Transparency
TikTok

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Great insights don’t speak for themselves, they need a voice to communicate them. Often, that voice has to translate complexity into clarity to non-technical teams and executives. Yet insights and CX teams can still struggle to bridge the gap between the depth of their work and the strategic focus of key stakeholders.

In this interactive virtual roundtable, featuring VIP guest and CX expert, author and teacher, Jeofrey Bean, we’ll explore how to weave insight-led stories that resonate at leadership level and spark meaningful action. We’ll unpack the communication challenges between insight teams and the rest of the business, and explore tactics and tools for framing data in ways that influence decisions and drive customer-centricity.

This is a session built for open conversation so come ready to share experiences, ask questions, and workshop ideas with peers facing similar challenges.

Discussion themes include:

• Finding the balance: How much detail is too much? How to tailor data storytelling for strategic audiences.
• Making insight stick: Techniques to connect emotionally, highlight business impact, and drive action.
• Culture, context and communication: Overcoming internal barriers to get insights heard, valued, and used.

Jeofrey Bean

Author & CX Expert
Del Mar Research CX Training

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