CX Excellence Summit

Customer experience (CX) faces persistent challenges. Despite having access to more data than ever, most organizations are struggling to deliver consistent, meaningful interactions. They are pouring more resources than ever into analytics, customer data platforms and generative AI. Yet fragmented data, disconnected customer journeys, and siloed decision-making continue to cap progress in their CX initiatives, limiting the return on these investments.

Farid Sheikhi (Senior Manager- Data Enablement & Innovation, RBCx) presents a proven approach to transforming customer experience at scale. He demonstrates how leading organizations operationalize AI and analytics by embedding customer insights into business processes, moving beyond dashboards to achieve measurable impact. He also discusses how to balance governance and innovation to build trusted, data-driven customer experiences.

Key takeaways:
- Turn customer data into actionable insights that deliver measurable CX improvements.
- Use practical strategies to operationalize AI and analytics at every stage of the customer journey.
- Balance governance and innovation to scale AI in customer-facing decisions while maintaining trust.
- Embed insights into customer workflows to enhance personalization, efficiency, and business outcomes.
Develop an insights-driven CX organization with a practical, scalable framework.