WOMEN IN CX UNCONFERENCE 2026

Beyond Journey Management:
Designing Organisations for Better Human Outcomes

How leaders connect people, systems, AI and operations to create seamless experiences across increasingly complex organisations.

As customer journeys become increasingly interconnected across digital, human and AI-enabled environments, many organisations are discovering that better touchpoint design alone is no longer enough.

This conversation explores the future of experience design in an era of increasing operational complexity. Including how leaders are evolving from static journey management towards more dynamic models of orchestration, cross-functional collaboration and organisational alignment.

Together, we’ll examine how service design, journey orchestration, governance, AI and operating model design are converging to shape how experiences are delivered at scale — and why the future of CX may depend less on designing individual interactions and more on designing systems and organisations capable of continuously coordinating them.

Explore:

  • Breaking organisational silos

  • Connected journeys

  • Collaboration at scale

  • Governance and orchestration

  • Designing adaptive operating models

Meet our London Panelists

  • Lorena Lovric

    Aterian, Director of Customer Experience and Ecommerce

  • Olga Potaptseva

    European Customer Consultancy (ECC), CX Orchestration Expert, Ex-Domestic and General

  • Louise Williams

    Lloyds Banking Group, Customer Lifecycle Management Lead

Explore London

Collaborative

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Authentic

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Courageous

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Inclusive

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Audacious

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Collaborative ❤ Authentic ❤ Courageous ❤ Inclusive ❤ Audacious ❤

WOMEN IN CX

UNCONFERENCE 2026

Accelerating Responsible Action

EMEA | London | July 13th - 14th 

USA | Dallas | October 20th - 21st

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