Customer experience has become a recognised discipline with many companies now having dedicated teams and programmes in place. Yet many still struggle to move from intention to real action and to embed CX across the organisation.

This highly interactive and practical Master Class provides answers to the concrete questions faced by marketers responsible for customer experience management, offers tools and strategies to address these challenges.

Together, we will not only explore a proven approach, the 5E methodology (Empathise, Envision, Engage, Establish, Embed), but also work on the real challenges participants bring to the table. This ensures that the session is actionable and directly relevant.

We will also look at how AI can reinforce CX management by helping to analyse, anticipate and personalise, while keeping leadership and culture at the core.