CX
North America

Leadership During Turbulent Times 
The turbulence of the past three years will not end — it will simply evolve from one set of pressures to new ones, including the current economic stress. Leaders primed to succeed in this decade and beyond will not merely navigate the turbulence but steer resolutely ahead using new methods and improved techniques, piloted by an adaptable mindset.

Bold Strategies Perpetuate Success 
Bold strategies that ensure differentiation and secure long-term growth are more important than ever, especially during the most turbulent times. In 2022, as brands began pulling back from pandemic-induced innovation, our CX Index revealed a meaningful decline in CX quality and company growth. In this track, learn how great companies balance critical short-term decisions with long-term strategies to stay ahead of the competition.

Creativity–Powered Commerce 
The explosion of commerce platforms, marketplaces, and the capability to make transactions anywhere at any time has transcended from unique to ubiquitous. That makes creativity critical to differentiation — yet in these turbulent times, creativity has become endangered. Learn how to evoke, harness, and operationalize creativity with emerging technology to generate demand, deliver value, and exceed customers’ emotional and functional expectations. 

Customer-Obsessed Marketing 
Amid all sorts of uncertainty, many CMOs are playing it safe in 2023. Companies have overcorrected toward quick marketing hits at the expense of long-term value. But bold CMOs counter this defensiveness by using customer obsession to drive a smart growth strategy and improve the brand experience. This track helps B2C marketing executives focus on the boldest opportunities for business growth by learning the most effective way to evolve, elevate, and embolden your marketing even in uncertain economic times. 

Digital Operations: Harmonize The Total Brand Experience
Technology, whether customer-facing or behind the scenes, powers every aspect of your customer experience. Yet few companies have harmonized their digital capabilities throughout the ecosystem to close the gaps between their digital and physical experiences, nor have they adapted to the velocity required of digital. In this track, learn how to modernize your digital operations to deliver seamless, consistent, on-brand experiences throughout the customer lifecycle.

Data, Insights, And Tech For The Evolving Customer Lifecycle
Data and insights are aplenty. But do they all lead to revenue and profit? Do all your CX, marketing, and digital metrics level up to true business intelligence? Bringing data assets together into one holistic and integrated approach is the key to gaining the business intelligence that leads to real results — prioritizing the work, managing resources, and maximizing ROI — ultimately balancing value for the customer and business.