Think Tanks - Customer Experience

THE DECISION ROOM
Where loyalty, trust and commercial value meet.

The Customer Experience Think Tank explores what is shaping customer loyalty, how organisations can build trust in AI-enabled service and how CX investment can deliver measurable commercial outcomes.

Across three sessions, the discussion examines the changing economics of loyalty, from points-based schemes and premiumisation to the role of price in customer retention. It also explores the gap between AI deployment and customer trust, where human service still matters, and how CX leaders are connecting investment to retention, lifetime value and growth.

THE OBJECTIVE
Turn customer experience into commercial value.

The discussion: what influences loyalty today, how to build confidence in AI-enabled service and how to connect CX investment to measurable business outcomes.

The Panel Provocation

A series of high-intensity panel discussions designed to challenge the status quo and surface the real constraints.

The Roundtable

You're not watching this part. Each panel breaks straight into a small-group discussion to pressure-test the provocations against your own business reality.

The Output

Every brief concludes with a set of clear options and strategic next steps- not just more questions.

THE COMMITMENT
What attending actually means

Two half-day morning sessions, one on each day of CustomerX.

Come to one, or come to both — the room resets each day!

Each session splits evenly: 25 minutes of panel provocation, then 25 minutes of discussion. Every attendee brings live problems to the table; the room works through it together.

DAY 1 - WED 14 OCT
Loyalty, Trust & Commercial Impact

14:00 | The new Economics of Loyalty
14:50 | Ahead of the Customer: Closing the Gap Between AI Deployment and Customer Trust
15:00 | Making the Commercial Case for Customer Experience

DAY 2 - THURS 15 OCT

SESSIONS COMING SOON

Your afternoons stay free. The Think Tank runs mornings only, so you're clear to work the rest of CustomerX — the show floor, 1:1 meetings, and the other stages — in the afternoon, both days.

THE AGENDA
Three sessions a day. Closed door discussions.

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Think Tanks

The new Economics of Loyalty

14:00 14:50
( Your local time: - )

Price has become the primary driver of customer retention. This session examines what is changing in the loyalty model, from the value of points based schemes to premiumisation strategies - what is re …
Ahead of the Customer: Closing the Gap Between AI Deployment and Customer Trust

14:50 15:40
( Your local time: - )

AI deployment has moved faster than customer trust in it. This session looks at where the gap is showing up, and how organisations are beginning to close it. The panel will explore service models that …
Making the Commercial Case for Customer Experience

15:40 16:30
( Your local time: - )

This session examines the gap between CX metrics and commercial outcomes - and how to close it. The panel explores how CX leaders are connecting investment to revenue retention, lifetime value and gro …

Apply To Attend

Register today and sign up to your choice of Think Tank - we'll confirm within 5 working days.

Requests are reviewed to keep the room senior and on-topic.

Apply to attend

THE OUTCOME FOR YOUR BUSINESS
Three things you'll walk away with

01

Rethink what drives loyalty
Explore how price, points, premiumisation, trust and service are shaping customer decisions.

02

Stress-test your CX investment
Challenge how you connect customer experience to retention, lifetime value, revenue and growth.

03

Turn insight into action
Leave with clearer priorities for strengthening loyalty, building trust and proving commercial value.

WHO'S IN THE ROOM
Curated for seniority, not headcount

Every seat is reviewed before it's confirmed. This keeps the room senior enough that people speak freely — and relevant enough that the conversation moves fast.

Senior Manager+

100%

Director / VP+

74%

Retailers & Commerce Media Networks

55%

Brands & Agencies

45%

CONFIRMED ORGANISATIONS IN THE ROOM INCLUDE

IKEA NRG GYM NO SAINT Colgate Palmolive

Before you request a seat

No. Each morning is self-contained — join Day 1, Day 2, or both. Most senior guests attend both days but you are more than welcome pick and choose to fit your diary. We do ask that you commit to the full session 10:00-13:00.

Senior Manager and above. Every request is reviewed before a seat is confirmed, to keep the room senior enough for an honest conversation.

Seats are issued by name and reviewed individually, so they're not transferable. If your plans change, let us know and we'll open the seat to the waiting list.

The Think Tank is included for confirmed guests — there's no separate ticket. You'll need a CustomerX 2026 pass to attend the wider event.

Your afternoon is free to use across the rest of CustomerX — the show floor, 1:1 meetings, or the other stages — on both the 14th and 15th.

The Commerce Media Think Tank is curated by the team behind Retail MediaX, RetailX's dedicated retail media event. Expect the same senior audience, the same high level discussions on this time its a closed-door, decision-grade discussion brought into the CustomerX programme.

Apply To Attend

Register today and sign up to your choice of Think Tank - we'll confirm within 5 working days.

Requests are reviewed to keep the room senior and on-topic.

Apply to attend

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