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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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

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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.

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 creating a grassroots movement to build data confidence and engagement across all levels

Olivier Maugain

Data Governance & Activation Manager
IKEA

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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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In this roundtable discussion, VIP guest Jeofrey Bean, CX practitioner, author and educator, will join series attendees and CX Network members to tackle the all-important question: how can you turn data into actionable insights?

To do this, we will explore the discipline of Customer Experience Intelligence (CXI), a portfolio-based approach that combines quantitative and qualitative data with direct observation to create a holistic view of customer interactions that drives CX innovation.

Opening with a short presentation, Jeofrey will frame CXI and its role in modern customer insights strategies, highlighting how leading companies use the discipline to truly understand what drives satisfaction and loyalty.

We will then move to an interactive discussion, in which audience members are encouraged to share challenges and experiences, ask questions and explore how CXI can better inform decision-making.

What we will discuss:

• How to combine quantitative, qualitative, and observational data to create a complete picture of customer interactions.
• Best practices for ethically observing and interviewing customers to generate actionable insights.
• How CXI can be applied to optimise journeys, improve decision-making, and deliver measurable business impact.

This roundtable discussion is open to all attendees and CX Network members.

Jeofrey Bean

Author & CX Expert
Del Mar Research CX Training

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