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

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.

Having data is no longer enough. The real challenge lies in translating rigorous analytics into stories that resonate and drive action. Many organizations still lean heavily on numbers alone, dismissing the value of qualitative data, only to be blindsided by churn and missed revenue opportunities.

This session explores how customer-centric organizations are breaking down the false divide between quantitative and qualitative data. By pairing AI-powered sentiment analysis with strategic storytelling, insights teams can surface the human truths behind the numbers and gain traction with decision-makers who might otherwise overlook them.

In this session, author and CX expert, Alex Genov, will share how he’s made insights more accessible, business-relevant, and psychologically attuned to executive mindsets especially in data-dominant cultures.

Attendees will learn:

• Why “just showing the data” doesn’t work—and how to build compelling, story-driven insights instead.
• How to quantify the qualitative: Using AI to structure unstructured feedback and tie customer sentiment to business outcomes.
• Strategies for executive influence: Speaking the language of the C-suite, aligning with business goals, and driving action beyond the numbers.

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.