Building a Culture of Customer Service Excellence

London, United Kingdom | 2021






Capped Attendees
Co-Located Summits
Focus Rounds
Senior Management
Intensive Day

Invitation Only Capped at 80 Attendees

Great Opportunity to Meet Like-Minded Prestigious Speakers & Elite Attendees

Cross Function Roundtables & Structured Open Discussions

Top Level Content and Discussion with the Opportunity to Share Your Opinions, Views and Thoughts

Collaboration & Networking

Meeting Others on the Look Out for Working Together to Share Ideas, Swap Strategies

Top Tier Sponsors Only

Only the Best Solutions Available

Hear From Your Competitors, Scope the Competition

Market Research & Competitive Analysis

Community Driven

Help Build and Become Part of This Exclusive C-Suite Level Community

4 Summits under 1 Roof - CXO Innovation Summits

Discover more on Transformation, Finance and Data

The Chief Customer Experience Officer is responsible for managing the business relationship with its customers. Join us at the summit and discover how companies are organizing and operating their customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix.


​– Behaviour Science

​– CX Transformation

​– Enterprise-Wide CX Approach

​– Data-Driven CX

​– Customer Experience

Digital Transformation

– Customer Analytics

– CX Measurements

– CX Metrics

– Enterprise Architecture

​– Customer Satisfaction

​– Digital Innovation 

​– Customer Intelligence 

​– Multi-Channel Analytics 

​– Data Analytics

Check Mark
  • Chief Customer Officer

  • Chief Customer Experience Officer

  • Chief Client Officer

  • Chief Customer Service Officer

  • Digital Customer Experience

  • Head, Vice President of:



Chief Customer Experience Officer Role

1. Corporate Organizing of Customer Experience Functions

2. Challenges to Focus on for the CCEO 

3. How CCEO's Are Measuring Customer Experience

4. Social ROI

1. Customer Journeys, Voices & Feedback

2. Customer Expectations: Understanding Customer Experiences 

3. How to Get There 

4. Customer-Led Service Design

Customer-Centric Internal Cultures


1. New Technology & AI

2. Digital vs Offline Customer Experience

3. Managing Multi-Channel Customer Service Integration

4. Chatbots and Customer Experience

1. Adapting the Culture to Include Customer and Employee

2. CX Metric Measurements 

3. On-boarding and Refresher CX Survey Training

4. Interacting With Frontline Employees 

Employee Experience Focus


An intimate set-up to bring the decision-makers together and encourage knowledge sharing in an informal environment while ensuring a high quality of formality.

These sessions help facilitate quick and varied conversations between multiple parties simultaneously for a seamless networking experience likely to lead to long-term business relationships.

How the COVID-19 Crisis Spurred on Our Digital Transformation for CX

We have the technology and the skills all we need now is the cultural change... Corona virus will normalize digital transformation for everyone. During this session join together and discuss the best ways you found the crisis aided your organisation to embrace digital transformation, and what you are now taking forward with you to maintain it to provide the best customer experience.

The Key to Creating Value: CX Analytics 

The convergence of data analytics and marketing insights means that companies are now able to deliver more meaningful customer experiences that differentiate their brand. During this discussion you will be able to discuss what you feel are the key aspects to leverage your companies analytics potential, in order to be competitive in the future.

How Are Chatbots Improving Your CX

Depending on where your company is at with their digital transformation journey will dictate how close you are to using AI. During this session we take a look at how you are using AI chatbots to improve customer experience & service, and what we think could be next.

Advanced Pass holders can move freely to join discussions in the other three concurrent summits:

Crisis Management at the Top

Digital Transformation & Cross-Function Alignment

Creating an Ethical Transformation

Cross-Department Data Sharing & Its Challenges

Best Practices of AI for C-Suites

Data Analytics Tools & Solutions

The Finance Team: Achieving Positive Business Value via Tech

Finance Business Partnering Done Right

Building the FP&A Team of the Future


We're currently recruiting speakers; the summit will be released by March 2020.

Interested in speaking? Please contact Catherine for details.

Previous speakers include:







Prime Speakers
Hours Networking
Industry Participants
Roundtable Discussions
1-2-1 Meetings Arranged