All Access: Digital CX 2026
April 21 - 22, 2026
| Free CX Network Webinar Series
Day Two - 22 April 2026
10:00 am - 10:30 am
EDT
Transforming in-person industries for the connected customer of 2026
Digital CX is mature in e-commerce and online services and the frontier now lies at the intersection of digital and physical. In industries such as hospitality, fast food, healthcare, live events and other in-person sectors, customers now expect digital and physical to work together seamlessly. Most organizations, however, still treat digital and in-person experiences as separate domains, creating friction where there should be continuity, and missing out on exciting ways to enrich in-person interactions and engage customers between them.
In this session, we’ll explore how organizations with strong physical presence are bringing digital CX into the limelight, not just to remove pain points but to unlock new opportunities for engagement and personalization. We’ll look at how leading in-person brands are extending CX beyond the moment of service, turning visits into ongoing relationships and physical touchpoints into rich sources of insight.
We’ll examine how digital CX can elevate in-person industries without diluting the human connection that makes them distinctive. We’ll also discuss what it takes to operationalize this shift, including cross-team alignment, journey orchestration and the cultural change required to think beyond channels and toward connected experiences.
Attendees will learn:
- How in-person industries can use digital CX to create new moments of value before, during and after physical interactions.
- Where the biggest growth opportunities lie when digital and physical experiences are designed as one connected journey.
- How to balance technology, data and human touch to enhance experiences without over-engineering or losing authenticity.
10:30 am - 11:00 am
EDT
How conversational UI is reshaping digital CX in 2026
Conversational UI is quickly becoming the default way customer start (and expect to finish) digital journeys. Customers increasingly expect speed and relevance, with one third of CX practitioners listing ‘demand for convenience’ as a top customer behavior trend in 2026, according to CX Network research. Meeting this expectation, though, requires more than simply implementing a bot on a web page. It requires thoughtful design and integration with business data. When done well, conversational UI can shorten friction points in customer journeys, resolving common queries and improving overall satisfaction.
In this session, we’ll look at how advances in AI, intent detection and orchestration are enabling conversations that adapt in real time, guiding customers, anticipating needs and reducing friction across complex journeys.
We will also take a practical look at where conversational UI delivers the most value today, where it can still fall short, and how organizations are designing these systems for maximum impact. As conversational UI becomes more deeply embedded into digital ecosystems, success will depend not just on technology, but on thoughtful design and a strong understanding of customer intent.
Attendees will learn:
- How to harness conversational UI in digital journeys, making self-service more intuitive, responsive and personalised.
- .Where conversational interfaces deliver the greatest CX impact in 2026, and where human support still matters most
- What CX leaders need to consider when designing and scaling conversational experiences across channels.
11:00 am - 11:30 am
EDT
The rise of instant checkout in digital CX
Checkout has long been one of the most fragile moments in the customer journey. Despite years of optimization, friction remains high with redirects and repeated confirmation steps driving last-minute abandonment. As conversational and agentic interfaces mature, instant checkout emerges, with which customers can move from intent to purchase within one continuous interaction.
In this session, we’ll explore how instant checkout experiences enabled by commonly-used AI tools are reshaping digital CX. Rather than forcing customers through traditional checkout flows, these experiences allow purchases to happen wherever intent is expressed, resulting in a faster path to conversion.
We’ll examine what this shift means for CX leaders, including how instant checkout can reduce abandonment and open new opportunities for personalisation. The session will also address the practical considerations that come with this evolution from consent and security to compliance and the role of human support when transactions go wrong.
Attendees will learn:
- How instant checkout models are reducing friction by consolidating discovery, decision and purchase into a single interaction.
- Where instant checkout delivers the most CX and commercial value and where traditional flows still make sense.
- What CX leaders need to consider to design instant checkout experiences that are fast, trusted and compliant.
11:30 am - 12:00 pm
EDT
How make your app stand out and keep customers beyond the download
For many brands, the mobile app has become the primary digital touchpoint. Today’s consumers want personalized and useful apps, and will quickly abandon those that don’t fit the bill, with research showing that only 26 percent of consumers will stay on an app after day one. That makes “engagement” less about flashy features and more about design that earns repeat usage through clear value.
In this session, we’ll explore what it takes to make a mobile app stick and keep customers engaged over time. We’ll look beyond UX polish to the deeper elements of relevance and value, including how data from across the customer journey can surface insights that power smarter personalisation with adaptive content and friction-free experiences.
You’ll also hear how mobile apps can act as an anchor point for broader digital CX, connecting channels and capturing behavioural signals that drive wider CX strategy.
Attendees will learn:
- Why mobile app engagement matters now more than ever, and what poor retention looks like in the wild (with benchmarks you can use).
- How to design mobile experiences that evolve with customer behavior and needs.
- How mobile apps can connect and elevate multi-channel journeys, turning interactions into ongoing engagement and value.
