As Customer Experience professionals, you know that CX can be a powerful differentiating factor, giving companies an edge in an increasingly competitive landscape – but how can you ensure the rest of your organisation understands this too, and fight for CX to have a seat at the table when making strategic business decisions? Join this panel discussion with a group of passionate CX leaders who are doing their upmost to ensure their customer’s needs and desires are at the heart of business-wide decision-making, and in turn cementing the place of Customer Experience as a need-to-have specialisation.

• Translating CX initiatives into digestible figures to show it’s quantitative & qualitative value
• Breaking down cross-departmental silos to ensure maximum impact from CX – working with operations, marketing, data, product & more
• Encouraging non customer-facing teams to incorporate customer perspectives into decision making to become truly customer-centric
• Listening to VoC data and communicating their needs internally, across teams

Customer acquisition is just the beginning - real growth happens through smart lifecycle management. This panel dives into how leading marketers are rethinking engagement, retention, and loyalty to drive long-term value. From practical segmentation tactics to reactivation strategies, explore what it takes to move beyond one-off campaigns and build durable relationships.

-         Analysing the full customer lifecycle to identify drop-off points and retention opportunities

-         Exploring best practices for lifecycle email marketing, from onboarding to re-engagement

-         Personalising to increase conversion and loyalty

-         Aligning marketing, sales and customer success teams for lifecycle success

Great marketing teams in 2025 are structured for agility, continuous learning, and rapid innovation. As roles evolve and boundaries blur, cultivating a culture of creativity, expertise and resilience is key to staying competitive. Organisations must rethink how they hire, upskill, and empower talent to keep pace with today’s speed of change. Join our experts to discuss how they are building and maintaining successful marketing functions for the future.

• Restructuring teams to enable cross-functional collaboration and decision-making
• Investing in continual training to maintain a future-ready workforce
• Redefining roles to blend strategic, analytical, and technical skillsets that suit the needs of internal and external stakeholders