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Panel Why Customer Experience Transformations Fail (Even After Major Technology Investment)
• Despite significant investments in technology and platforms, many organizations struggle to turn their CX transformation initiatives into measurable customer impact. This session will explore why these transformations often fail and share cross-sector lessons on how to overcome common barriers • Where do CX transformations actually break down? • Why don’t technology investments translate into customer impact? • What is underestimated like data, org design, or execution? • What separates success from expensive failure? Inviting speakers fxrom Vodafone, Warner Media, HSBC, Airbnb, Marks & Spencer