CXSPHERE
NEW YORK
11.13.24

The landscape of brand has changed forever. The key to building and scaling a fantastic brand in this brave new world is the importance of understanding that behind every click, every call, every contract is a human being. Highlights of Alex's keynote session will include: - Understanding that the winners in 2025 and beyond will be those who focus on the 'relationship’ as much as the transaction. - That the key to success is understanding the emotional connection customers have with a brand, no matter the industry. Trust is the foundation of loyalty. - Finding the intersection between physical and digital and then optimising it is critical but absolutely achievable. - All the wonderful data that we collect can be used to create powerful individual experiences and offer great ROI. - Tiny gestures and acknowledgements can have a huge impact on customer loyalty but also positively affect the bottom line - Brand consistency across all customer touch points creates a unified experience and removes potential “weakest links” in customer experience. - You have a community, you just might not call it that. And it is hugely powerful.

In this panel, Fatih Nayebi and Marko Aalto will dive into how AI is reshaping personalized customer experiences, allowing brands to connect with individuals on a massive scale. Discover strategies and insights from industry experts on using data and AI to create tailored, impactful interactions that drive customer loyalty and satisfaction.

In this panel, Ariba Jahan and Mira Myllylä will explore how brands can expand customer experience strategies beyond digital innovation by embedding inclusivity, sustainability, and social impact at the core. Learn practical approaches and inspiring examples from leaders who are redefining transformation to create more meaningful, authentic connections with their customers.

Join Anna Sieber, Senior Analyst, Inflight Entertainment and Connectivity at JetBlue, as she takes us behind the scenes of JetBlue’s commitment to customer experience at 35,000 feet. In this session, Anna will share how JetBlue leverages digital technology to shape in-flight experiences, from pioneering live TV and free Wi-Fi to enhancing data systems for a seamless journey. Discover how JetBlue measures customer satisfaction, meets evolving passenger expectations for high-speed connectivity, and navigates the unique challenges of delivering consistent, quality service in a complex airborne environment.