As we look ahead to 2030, the focus of customer experience will shift away from any single channel or interface and towards how seamlessly brands can meet expectations across them. Personalization, speed and consistency will be key but how those experiences are delivered will depend on context. In some cases, customers will welcome tech-driven convenience and instant support. In others, especially those built on human connection, the personal touch will continue to be the ultimate differentiator.

What is clear is that trust and transparency will be critical in every interaction. CX Network research found that 38 percent of CX practitioners agreed that customer awareness of how AI uses their data was a key variable impacting planning in 2025. As technology becomes more widely adopted, brands that communicate the value of data sharing, and ensuring customers still feel seen and understood, will have the upper hand.

In this panel discussion, Jorie Sax of United Airlines and Oliver Priestman of Air Charter Service bring together two very different perspectives on what “experience” will mean by 2030. One operates in a high-volume, tech-driven environment serving the general population; the other in an ultra-personalized, relationship-based industry where every client has a dedicated point of contact. Together, they will explore how human and digital experiences can co-exist. We will explore how brands can balance efficiency with empathy, and how trust and transparency will remain central to CX success regardless of scale.

Attendees will learn:

• Why personalization and consistency will become the defining measures of CX success by 2030 whether experiences are human or AI-led.

• How industries with broad versus narrow customer bases can prepare for increasingly blended, connected experiences.

• The data challenges that brands will have to face to stay ahead of the curve and deliver superior experiences.