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PANEL: Getting Customer Experience Transformation Right: What the Evidence Actually Shows
Organisations across every sector have invested heavily in customer experience transformation. Some have seen measurable returns. Many haven't. This session cuts through the case study polish to examine what the evidence actually shows — where transformation creates genuine customer impact, where it stalls, and what separates the organisations that get it right from those that repeat the same mistakes.
- What does genuine CX transformation look like in practice?
- Where does the gap between technology investment and customer impact most commonly open up — and why?
- What is consistently underestimated: data readiness, organisational alignment, or the human factors?
- What do organisations that achieve measurable commercial impact do differently