Future of Customer Experience
Where CX Leaders Define the Future of Customer Experience
For senior CX leaders navigating industry change, technology investment and the evolving expectations of tomorrow’s customer.
The State of CX Digital Summit brings together senior decision-makers to explore the trends, technologies and investments defining CX in 2027 and beyond, backed by exclusive research from our global community.
Across three specialist tracks, leaders will examine the forces transforming the industry, from AI adoption and technology investment to evolving customer expectations and the strategic role of CX.
CX Trends explores emerging industry priorities, AI innovation and the future of customer interactions.
State of CX Tech examines technology investment, ROI and the challenges holding CX transformation back.
The Changing Role of CX looks at the future of customer expectations, journey ownership and CX as a driver of business growth.
Our Editor-in-Chief will unveil findings from the 12th edition of CX Horizons, exploring the industry’s biggest challenges, emerging trends and investment priorities. We’ll also examine the rise of AI agents and voice AI, and their impact on service quality, frontline teams and customer experience.
TRACK 2
TRACK 3
Be first to access CX Horizon
The Global State of CX in 2027 launches on March 10, 2027, revealing the latest insights into the trends,
investments and challenges shaping customer experience.
As CX Network’s flagship annual report, it draws on our global member survey and expert analysis to explore how AI,
changing customer behaviours and emerging technologies are transforming CX.
Register your interest today to get exclusive access to the report and be among the first to explore the findings.
The Global State of CX in 2027 launches on March 10, 2027, revealing the latest insights into the trends,
investments and challenges shaping customer experience.
As CX Network’s flagship annual report, it draws on our global member survey and expert analysis to explore how AI,
changing customer behaviours and emerging technologies are transforming CX.
Register your interest today to get exclusive access to the report and be among the first to explore the findings.
CX PLUS:
Stream CX expertise from anywhere
TikTok |
How to use AI to cut ticket resolution times by 150%
TikTok’s Sujit Mohanty shares how AI-powered workflows and an improved knowledge base can help agents resolve support tickets faster across a marketplace of over one million sellers. Discover how AI-enabled workflows achieved a 150% reduction in resolution times during testing, alongside better agent training.
Bill Staikos |
Where is the AI vendor market going, and what will this mean for CXOs
In this session with industry expert, Bill Staikos, we'll unpack the complexities of the vendor marketplace, and evaluate how developments in organizational structures will impact the role of the CXO. We'll aim to demystify the AI vendor landscape and illuminate the skills needed for CXOs to secure their place at the table when it comes to AI strategy.
Walmart |
Customer Data, Insights & AnalyticsHow to use AI to build equitable CX
Kapil Poreddy, Senior Software Engineering Manager at Walmart Global Tech, explores how AI can deliver equitable, trustworthy customer experiences at scale.
Discover practical approaches to embedding fairness, accessibility and trust into AI-powered journeys while overcoming enterprise deployment challenges.siness opportunities.
