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.