Day 1: May 28, 2025
4:30 pm
CLOSING KEYNOTE: DECONSTRUCTING CX & CS
Look Beyond the Buzzwords and Reflect on Your Role as a CX/CS Practitioner
The rapidly evolving landscape of marketing and sales introduces an intimidating mix of technologies, frameworks, and jargon that can simultaneously overcomplicate and oversimplify customer engagement efforts. Transform your perspective by adopting a sociological lens. Adopt best practices to:
- Understand how terms like “personas,” “consumer journeys,” and “audiences” evolve from useful constructs to restrictive paradigms
- Recognize how relying on metrics and KPIs to measure success can obscure your understanding of customers’ realities
- Address how the complexities of AI and data science can undermine trust in your own critical thinking
Instil thoughtful reflection into your practices to improve decision-making and align more closely with customer needs.
Day 2: May 28, 2023
