All Access: Digital CX 2026
April 21, 2026
| Free CX Network Webinar Series
Liliana Caimacan
Professor of Marketing, Innovation, Strategy, Business Transformation Hult International Business School
Liliana Caimacan is a CMO & Business Transformation Advisor, Innovation Leader, Professor, and Keynote Speaker, working at the intersection of marketing strategy, innovation, leadership, brand and business transformation.
Over the past 20+ years, she has helped global brands and leadership teams turn ideas into action and strategy into measurable impact across CPG, luxury, and creative industries.
Liliana built her career bridging two worlds that rarely speak the same language: academic rigor and real business practice. From shaping growth and brand strategies for organizations such as Unilever, Tata Consumer Products, Cruc-ible and DL Advisory and brands like Dove, Magnum, Ben & Jerry’s, Lipton, Good Earth, Axe, Love, Beauty & Planet, Sunsilk, Ivatherm, Gama, she's been teaching Marketing & Innovation at Hult International Business School (UK, US, UAE), Westminster University (UK) and Mediterranean Business School (Tunisia).
Day One - 21 April 2026
12:30 PM From funnels to fluid journeys: Redefining digital CX in the age of AI
Digital CX is no longer linear. Customers don’t move predictably from awareness to purchase, they enter (and exit) at multiple touchpoints, influenced by social content, communities, video commerce and peer engagement. Many organizations, however, still design around outdated funnel models, focusing heavily on point of sale while overlooking the wider ecosystem of interaction and influence shaping customer decisions.
In this session, Liliana Caimacan draws on her background in marketing, transformation and innovation, as well as her work in academia and consulting, to explore how brands must evolve their engagement strategies for this new digital reality. With AI reshaping how businesses understand and respond to customer needs, the opportunity lies not in replacing human connection, but in enhancing online relevance. The future of digital CX belongs to brands that move beyond one-size-fits-all thinking, integrate AI thoughtfully and build trust while delivering personalized and community-driven experiences.
Attendees will learn:
- How to transition from a linear funnel mindset to fluid, multi-entry digital journeys that reflect real customer behaviour
- Where AI meaningfully enhances engagement and personalisation and where human connection must remain central
- How to balance innovation, privacy and trust while building differentiated digital experiences that make brands the first choice
In Partnership With:
©2026 IQPC. All rights reserved.
