Jan Myszkowski

Managing Director Talanx

Day 2

15:10 Presentation | The Last Mile: Winning or Losing Relevance in CX

Organisations may perfect the measurement of customer experience, but this doesn't always equate to delivering better outcomes. As journeys fragment across channels, partners and internal silos, the "last mile" is where value is either realised or quietly lost. This presentation challenges over-reliance on metrics and second-hand insight, reframing the final moments of the journey as the point where effort, trust and commercial outcomes are truly decided.

Why traditional metrics and reporting often miss where value is created or destroyed
The hidden transfer of effort to customers and how this impacts trust, completion and cost-to-serve
How to redesign journeys by reducing friction and reclaiming control of the last mile

Check out the incredible speaker line-up to see who will be joining Jan.

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