Explore the future of customer experience (CX) in a session led by Pearl-Plaza's Solutions Consultant, Tom Boylan. Discover how emerging technologies are reshaping the way companies understand and engage with their customers. This session examines innovative approaches to capturing the voice of your customers, looking beyond traditional feedback channels to gain richer insights. Learn how the dynamic evolution of CX can empower your business to create more personalised and impactful customer experiences.

In this session, Mitsubishi Motors Europe will show how their Social Listening programme goes beyond gathering insights—it’s a key driver in strengthening their online presence and customer experience. By monitoring Google Reviews, they’ve unlocked powerful customer feedback, identifying trends and areas for improvement that help shape their CX strategy. You’ll learn how they’ve optimised Google Business profiles to boost SEO, increase visibility, and attract new customers, all with the help of a tailored solution developed in partnership with Pearl-Plaza. Get ready to uncover practical strategies you can apply to enhance your own brand’s digital presence!

In today's competitive marketplace, a robust Customer Experience (CX) program is essential for driving customer loyalty, enhancing brand reputation, and ensuring long-term business growth. However, securing ongoing investment for your CX initiatives requires more than just initial enthusiasm—it demands a strategic approach that clearly demonstrates value and aligns with overarching business goals.

In this workshop, we'll cut through the hype surrounding AI and show you how to harness its true power in Customer Experience. We'll debunk the myths, dive into real-world applications, and give you the tools to transform customer data into actionable insights.

In this hands-on session, we’ll tackle those challenges head-on. Through real-world insights and collaborative discussions, you'll walk away with practical strategies to transform obstacles into opportunities.

Uncover the hidden signals in social reviews and learn how to transform them into a powerful tool for your customer experience (CX) strategy in this interactive 45-minute lunch-time session. Led by Aisha, the session will explore the impact of social reviews on your brand’s perception, proven strategies to build and maintain customer trust, and key areas for improvement tailored specifically to your brand. You’ll also learn how to leverage positive reviews to gain a competitive edge and discover best practices for managing potential crises in the age of social media.

You have been working diligently to gather insights and develop an action plan to elevate your Customer Experience (CX) programme. However, without stakeholder buy-in, even the best master plan will not drive results. Join Dulcie Swanston in this enlightening session as she explores the neuroscience behind change resistance and the strategies to overcome it. Discover how effective process and communication are essential in driving innovation and fostering an environment where change is embraced. This presentation will equip you with the knowledge and tools to engage stakeholders effectively, ensuring that your CX excellence plan translates into real, transformative results. Learn the science, embrace the change, and become the exception to the rule.

Iberia Express, a part of the International Airline Group (IAG), has successfully created a strong customer experience (CX) culture within IAG's corporate framework. This presentation highlights how their small, agile team improved employee engagement and overall performance. By effectively integrating various data sources, they were able to prioritise actions, align stakeholders, and gain support from key departments.

Uncover the secrets behind Specsavers' customer-centric approach.

Listen to Laura Tengerdi, Head of CX in UniCredit Bank Hungary, in this insightful session on the bank’s transformative approach to improving Customer Experience (CX). Led by the introduction of the UniCredit C.A.R.E.S. Program—focused on Customer, Action, ROI, Employee, and Strategy—CX has become a strategic focus across the organisation, embedded in daily operations and performance metrics. Discover how cross-functional teams have driven tangible improvements in Net Promoter Score (NPS), reduced churn, and strengthened customer loyalty, and how the Pearl-Plaza platform contributed to this. Learn how governance, executive buy-in, and a holistic CX framework can foster a culture of care, ensuring lasting business success beyond NPS.