CX: Sometimes a conviction integrated into the organisation's strategy, structure, and governance. More often, it’s the name of a small team with a challenging mission: embedding customer-centric thinking into the DNA of the organisation.

Employees and leaders with CX in their job titles or responsibilities often struggle to mobilise their organisation around this theme. As a result, they risk losing customers and missing out on margins.

So, how do you make it happen? How do you drive this change, especially when you don’t have formal authority to enforce it in your organisation?

This year, the National CX Event was all about you.
What can you, in your role, do to make customer-centricity a bigger focus in your organisation? How can you influence the conversation? How do you make it relevant to the entire organisation, and which tools can you use?

This was a CX event—but it was different.
Yes, we inspired you with stories from captivating speakers and leading companies. But this time, we were going further. Your CX challenge takes centre stage. You’re in the middle.

You can view photo selection of this event here.