December 2-3, 2025 l Free CX Network Webinar Series
Owen works directly with large-scale enterprise contact centres to diagnose complex customer experience challenges and help leaders make sense of where to start. Operating as a consultative partner, he supports organisations in shaping their CX strategy, prioritising investments, and defining clear, actionable roadmaps that balance ambition with operational reality. With certification as an AWS Cloud Practitioner and deep experience across enterprise environments, Owen brings both technical understanding and frontline insight, giving him a unique perspective on the pressures, constraints and opportunities shaping CX transformation today.
Day Two
11:00 AM Redefining CX: One experience at a time
As customer expectations shift and AI reshapes the service landscape, CX leaders are under pressure to deliver meaningful improvements quickly; often while managing legacy systems, operational constraints and rising contact volumes. This session cuts through the noise to focus on what’s actually happening inside organizations right now: the real challenges they’re facing, the problems being solved today, and the approaches that are genuinely delivering impact.
Through practical examples and insight from Gamma’s solution experts, we’ll explore where CX automation and AI are working well, where organizations are getting stuck, and how leaders can build momentum one experience at a time.
Attendees will learn:
- The real-world CX challenges organizations are grappling with today
- Practical successes in AI and automation
- Stories and examples from frontline experience and customer engagement
- How to build sustainable momentum, one experience at a time
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