Digital Experience Summit

Enhancing Technologies to Optimize Employee and Customer Experience

20 Mar 2025

London, United Kingdom

Overview

In a continuously evolving digital landscape, IT leaders will be at the forefront of shaping the future of customer and employee experiences. The CIO Digital Experience Summit will bring together industry experts, thought leaders, and IT professionals to explore the intersection of technology, human-centric design, and business strategy.

Discussions will center around creating seamless and personalized experiences for both customers and employees. Speakers will emphasize the importance of leveraging emerging technologies such as AI, automation, and data analytics to drive innovation and efficiency in CX and EX initiatives.

Key topics will include designing user-friendly interfaces, harnessing data insights to anticipate customer needs, and implementing agile methodologies to adapt to changing market demands. Additionally, the event will highlight the significance of fostering a culture of inclusivity, diversity, and well-being in the workplace to enhance employee engagement and productivity.

Why Attend?

Discover how data-driven insights can revolutionize customer and employee experiences through personalization. Learn to leverage AI, machine learning, and omnichannel strategies for seamless, tailored journeys that anticipate individual needs.

Explore human-centric design principles that prioritize intuitive, accessible, and emotionally engaging interfaces for users. Gain insights into fostering an inclusive culture where diversity drives innovation, well-being, and productivity. This event will equip you with actionable strategies to create stronger engagement, satisfaction, and loyalty, ensuring long-term success for your organization.

Agenda

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Thursday March 20, 2025

9:00	Networking and Registration
9:30	IDC¦CIO Digital Experience Summit Opening Remarks
9:40	IDC Keynote: Enhancing Technologies to Optimize Employee and Customer Experience
	In this presentation IDC will explore the impact of cutting-edge technologies on both EX and CX. Learn how AI, automation, and data analytics are being used to personalise customer interactions, streamline employee workflows, and drive engagement across the board. Discover real-world examples of how companies are integrating these technologies to boost satisfaction, efficiency, and loyalty. This presentation will equip you with actionable insights on leveraging innovation to create seamless experiences that benefit both employees and customers. Meike Escherich Associate Research Director, European Future of Work, IDC
10:05	Session held for Diamond Sponsor
10:25	Opening Panel Discussion: Leveraging AI for Personalization at Scale - Transforming CX and EX
	The pace of change in technology and customer demands is rapidly increasing. Leveraging AI for personalization at scale transforms both customer experience (CX) and employee experience (EX) by delivering tailored interactions and solutions. AI can analyse vast amounts of data to offer real-time, personalized recommendations, streamline workflows, and enhance engagement. IDC has found that AI will have a cumulative global economic impact of $19.9 trillion through 2030 and will drive 3.5% global GDP in 2030. IDC predicts that 2025-2026 will be the AI pivot years following the GenAI scramble in 2023-2024 which witnessed a lot of AI use case experimentations, with only 5/40 projects move from POC to launch. However, implementing AI-driven personalisation can meet resistance from employees or stakeholders who are not ready to embrace new technology. If users aren’t trained or willing to adopt AI tools, their potential impact is reduced. During this panel we will discuss how addressing these issues requires better data management, transparency in how AI models work, and stronger alignment between AI solutions and business goals to ensure that they deliver real, personalised value. Sarah Williams Chief Customer Experience Officer, Westminster City Council
10:55	Networking Break
11:30 13:00	Track 1: The Power of Exceptional Employee Experience (Parallel Sessions)
	Session 1 11:30 - 11:45 Session 2 11:45 - 12:00 Session 3 12:00 - 12:30 How To Create an Inclusive Workforce According to the World Health Organization, 1.3 billion people in the world experience significant disabilities, accounting for 16% of the total population — a number that is much higher when people with minor functional disabilities are considered. Accessibility can therefore no longer be neglected and more important now than ever before. Solutions like diversity training, employee resource groups (ERGs), inclusive leadership, and equitable hiring aim to create an inclusive workplace culture, but they often fall short due to superficial implementation. Join this panel as we discuss how to successfully implement D&I solutions in the workplace. Holly Foxcroft Head of Neurodiversity Consulting and Research, Stott & May Emma James Head of Colleague Experience & Comms, Moto Gill Cooke Diversity, Equity & Inclusion Associate Session 4 12:30 - 13:00 Empowering the Workforce: How Digital Accessibility Transforms Employee Experience Employee engagement is top of mind for company leaders due to the rate of digital transformation continuing to accelerate. A recent survey by IDC shows that there has been a 15% increase in the last 12 months for the need for GenAI employee productivity tools. However, inadequate digital training can alienate employees, reducing their motivation and sense of inclusion. This panel will focus on how you can leverage collaboration tools to transform employee experience, whilst navigating concerns.
11:30 13:00	Track 2: Redefining Customer Experience Excellence (Parallel Sessions)
	Session 1 11:30 - 12:00 Smart Strategies: Optimizing CX on a Budget Amid Economic Challenges IDC has found that 41.5% of firms are planning to reduce IT spending on specific items and that CX projects are not immune to budget cuts. Strategies to work around this include leveraging existing data to better understand customer needs and preferences. Join this panel to identify other areas and opportunities for improvement to keep strong CX whilst in a budget crunch. Session 2 12:00 - 12:15 Session 3 12:30 - 13:00 Why is User Experience the New Customer Experience? Modern customers expect seamless, intuitive, and efficient digital interactions across all touchpoints. The quality of a user’s interaction with a website, app, or software directly influences their perception of the company. According to IDC, they have found that a business’ top goal for their CX is to grow their customer base showing the necessity for a seamless omni-channel experience.
13:00	Networking Lunch Break
14:00	IDC Connect Roundtables
	Peer-to-peer discussions around topics, with the aim being to come up with three key takeaways from your group discussion. Delegates will choose which roundtable they want to attend based on the topic put forward.
14:45 15:25	Track 1: The Power of Exceptional Employee Experience (Parallel Sessions)
	Session 1 14:45 - 14:55 Session 2 14:55 - 15:05 Session 3 15:05 - 15:25 How To Engage Employees in the Transition Towards the AI Future of Work Focusing on getting employees on board is key for companies to pull off a successful AI rollout, BUT….IDC have found that at least 2.1% of survey respondents are showing distrust of GenAI technology. Including other departments aside from IT is imperative for success. Join this panel for best practices and recommended actions to empower your teams and ensure sustained success on your AI rollout. Giles Lindsay CIO, Lif3away Katie Nykanen CTO, Learnlight
14:45 15:25	Track 2: Redefining Customer Experience Excellence (Parallel Sessions)
	Session 1 14:45 - 15:05 Bridging the Digital Divide: Inclusive UX for the Forgotten Society IDC Research indicates that optimizing customer experience (CX) to meet digital accessibility standards is not yet a top priority. While some companies are taking a proactive approach by implementing initiatives to enhance accessibility for customers, others remain reactive, waiting for regulations to take effect before taking action. Join this panel as speakers discuss both sides of the coin, determining how to strike the right balance between regulation and innovation. Session 2 15:05 - 15:15 Session 3 15:15 - 15:25
15:25	Afternoon Networking Break
15:55	IDC Research Insight
	Ornella Urso Research Director, IDC EMEA Insights
16:10	Closing Panel: How can we Drive Innovation and Efficiency in CX and EX Initiatives?
	Businesses are reimagining how they engage with their customers & employees, striving to provide seamless, personalised, and efficient experiences. Research from IDC Europe shows that automation, when used effectively, can significantly boost productivity and engagement. For instance, 66% of employees believe that automating shared services improves job satisfaction and reduces time spent on administrative tasks, leading to more time for innovation. Moreover, 85% of businesses report that improving employee experience leads to better customer outcomes. Despite the efforts of new technologies available to improve this, the human element remains necessary in both EX & CX.it still remains critical to retain talent and allow reskilling opportunities for teams to evolve with the technology. Hear from experts on this panel on how to find the perfect balance of technology vs people in both EX & CX. Trevor Gordon CIO, Save the Children
16:40	Closing Remarks & Key Takeaways
16:50	Event Close

Speakers

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Meike Escherich

Associate Research Director, European Future of Work, IDC

Sarah Williams

Chief Customer Experience Officer, Westminster City Council

Holly Foxcroft

Head of Neurodiversity Consulting and Research, Stott & May

Emma James

Head of Colleague Experience & Comms, Moto

Gill Cooke

Diversity, Equity & Inclusion Associate

Giles Lindsay

CIO, Lif3away

Katie Nykanen

CTO, Learnlight

Ornella Urso

Research Director, IDC EMEA Insights

Trevor Gordon

CIO, Save the Children

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Hannah Dowie

Event Manager IDC UK

+442089877169 Email

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Digital Experience Summit

Agenda

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Networking and Registration

IDC¦CIO Digital Experience Summit Opening Remarks

IDC Keynote: Enhancing Technologies to Optimize Employee and Customer Experience

Session held for Diamond Sponsor

Opening Panel Discussion: Leveraging AI for Personalization at Scale - Transforming CX and EX

Networking Break

Track 1: The Power of Exceptional Employee Experience (Parallel Sessions)

Track 2: Redefining Customer Experience Excellence (Parallel Sessions)

Networking Lunch Break

IDC Connect Roundtables

Track 1: The Power of Exceptional Employee Experience (Parallel Sessions)

Track 2: Redefining Customer Experience Excellence (Parallel Sessions)

Afternoon Networking Break

IDC Research Insight

Closing Panel: How can we Drive Innovation and Efficiency in CX and EX Initiatives?

Closing Remarks & Key Takeaways

Event Close

Speakers

Not the right event for you?

Contact Us

IDG