One of the paths to better ROI lies in the holistic view of your audience’s journey, which involves streamlining all of your outward-facing touchpoints.

In this keynote, Jan Pilhar, Executive Director & Co-Leader Digital Advisory Practice at IBM, will discuss the digital transformation of next-gen CX - from tech stack and data flows to AI automation, with a deliberate focus on investing in longer-term strategy and innovative technology. We will also look at how thoughtful design can create effective customer experiences and services, and, ultimately, new revenue streams.