Leading Your CX Transformation in The Age of AI: A Practical Guide

Webinar synopsis:

When we launched the CX Transformation framework in 2020, our goal was simple: giving CX leaders a clear foundation for what best‑in‑class CX looks like and a practical guide to achieving it. That framework quickly became the backbone of our clients’ CX programs, helping organisations turn customer experience into a driver of growth and win multiple CX awards along the way.

Today, the context in which CX and insights leaders operate has fundamentally changed. AI and LLMs have democratised insight, influence is fragmented and misalignment and competing priorities often stall CX ambitions before they deliver impact.

In this webinar, we’ll share a proven framework to help CX leaders strengthen their CX agenda, enhance credibility across the organisation and drive measurable customer and commercial impact. Refreshed for the realities of AI, LLMs and modern operating models, this approach reflects how CX must now lead change, not just inform it.

This is the same CX transformation framework that has helped organisations like JAX, PEXA and others build award-winning CX programs, now evolved into a 2.0 version that fully leverages today’s powerful capabilities.

What we’ll cover

• How to modernise your customer listening by expanding signals and using AI to surface what truly matters across journeys
• How clear understanding of critical drivers and implied NPS/CSAT from customer conversations can impact ROI.
• How to design ways of working, governance, and culture to help drive continuous improvement
• If you’re looking to elevate the influence of CX, align your organisation and lead meaningful transformation in the age of AI, this session is for you.