New Models for Customer Engagement - Ambitions Versus Outcomes 

What’s preventing the realisation of CX visions? 

Friday 29 September │ 08:45 - 10:00 BST │ Virtual Roundtable
in partnership with:

Spending on customer experience has steadily increased in recent years. Yet, overall customer satisfaction rates are dropping. Customer complaints are rising. Organisations are taking longer to resolve issues, and more problems remain unresolved. 

Why are we seeing this decline following a period of innovation and investment? What factors are missing from customer experience strategies? Are there hidden blockers preventing customer service from excelling in the digital era? 

We interviewed 12 senior leaders to unpick the discrepancies emerging between investment and results in customer experience. Their in-depth insights offer fresh perspectives and explore how to bridge the gap between ambitions and outcomes in customer engagement. 

Join us for the launch of our findings, where you’ll receive a copy of the report and hear recommendations that cover customer retention, complaint management, effectiveness and cost reduction. You’ll also have the opportunity to hear from the senior leaders we interviewed about their strategies, challenges and successes. 



08:45 Welcome and introduction

08:50 Interview: Overview of the research, key trends and findings identified 

09:05 Virtual Roundtable Discussion

  • As a business, how do you build relationships with your customers? 
  • What are your top three priorities for customer service this year?
  • How is your customer service strategy formed? 
  • How can businesses overcome layers of decision making and conflicting priorities in order to produce a successful customer engagement strategy? 
  • How are the needs of your customers changing? 
  • How do you plan to pivot your tools and strategies to meet the changing needs of customers? 
  • What are the advantages of your current on-prem/cloud solution? What are the limitations? 
  • How can customer service professionals balance the use of technology solutions with human-centric interactions?

09:45 Next Steps and Key Takeaways

10:00 Close

SamSam Richardson, Executive Engagement Programs Lead EMEA, Twilio 

Sam has been helping organisations transform their customer experience for over 20 years and is a leading voice on the future of customer engagement. Working with some of the most recognisable brands in the world across all sectors, she strives to bring organisations back to the heart of what matters most - their customers.

Sam brings her extensive experience to Twilio where she leads the Executive Engagement Program across APAC and EMEA helping connect peers and guide leaders through their digital transformation.


This is a private event for members of our community. Membership is free and is open to all those who have a professional or academic interest in business leadership and disruption, or the capability to support our Full Members through their business transformation.