It has long been held that employee and customer experience are fundamentally linked in nature. Where there is a consistently positive employee experience, there is a high likelihood of positive customer experiences and healthy business performance.

This session offers a unique opportunity to learn from the real-world experience of someone who was at the forefront of designing the app. Tijana will share her knowledge and insights on designing responsibly in a rapidly evolving world.

Quantifying the value of CX is a critical competency for all experience professionals. In order to prioritise experience strategy, the C-Suite and other key stakeholders need to understand how experience management delivers clear business results. Yet, translating customer engagement, VoC, and journey maps into business results is a challenge for most organisations.

Sharing an insight into Waitrose’s current approach to proposition design, new ideas, and industry best practices, as well as an emphasis on the importance of continuous improvement, join Katie Costello, CX Management and Planning Lead at Waitrose, for her case study, ‘A Customer Experience-Led Approach to Proposition Design’.

In today's competitive legal and advisory business world, delivering superior client experiences (CX) is vital. However, many organisations struggle with fragmented CX due to siloed decision-making, limited shared insights, and a lack of CX guidance.