Recap of Customer Experience Forum 2024

Deep-dive into Customer Experience

At the CX Forum 2024, the Swiss customer experience community met to exchange ideas, experience inspirational keynotes with real-world examples, and discussions from experts who work at pioneering companies.

We all know successful CX design and CX management can't exist in separate silos, but must permeate all areas of the company. From marketing and sales to customer-driven innovation and product development, to cultivating a customer-centric organization, conscious experience prevails.

In the fourth edition of the CX Forum, we focused on questions like:

How can a company-wide CX strategy be successfully implemented?
How can the horizontal perspective beyond silos be achieved?
How can CX transformation be accomplished?

Our highlights of the event

The discussions at the CX Forum 2024 didn't just cover the theoretical aspects of customer experience, but also featured enlightening insights and real-world applications that stood out notably. Here are some of our highlights:

Embracing AI in brand strategy

The forum kicked off with an intriguing session by Max Lederer, who explored the readiness of brands for AI-driven hyper-personalisation. His presentation sparked conversations on how artificial intelligence can be integrated to enhance customer interactions.

Moonshot Insuretech

Adrian Wüthrich and Tiziano discussed the journey of realising a moonshot project, highlighting the key considerations when entering a new sector and emphasising the importance of customer experience. Read the full story about how we supported Swisscom here.

Data-driven decision making

Another highlight was the practical case study by Michi and Daniel Neuhaus from MOVE Mobility, an e-mobility startup. They detailed their approach to leveraging data for customer-centric optimisation and scaling, providing a clear roadmap from data collection to actionable business decisions.

AI + human = a winning team?

A dynamic panel discussion featuring Andreas Stamm, Cyrill Luchsinger, and Stephan debated the synergy between AI and human capabilities. The general consensus reinforced that while AI can handle an increasing number of tasks, human creativity and empathy remain irreplaceable (e.g. a human writes a text while an AI cooks dinner).