CX Summit powered by OEX is a conference that brings together experts in Trade Marketing, Contact Center, Logistics, and Loyalty. The event is organized by companies from the OEX Group: OEX Cursor, Axendi, BlueCloud, LvlUp Media, and Loyalty Point, who jointly create a space for discussions on how to effectively design customer experiences.
In September, the fourth edition of the event took place at the Legia Warsaw stadium, gathering over 200 industry leaders. The spotlight was on the challenges of building customer relationships in a world full of data, technology, and rapidly changing expectations.
The conference opened with the presentation of the report “CX Trends 2025 ”, prepared by Kozminski University. Dr. Jolanta Tkaczyk and Arkadiusz Wódkowski shared the latest research findings, highlighting the growing importance of automation, personalization, and the human factor in CX strategies. Download the report here: https://cxoexsummit.pl/pobierz-raport-trendy-cx-2025/
Speakers who shared their knowledge and experience included:
- Paweł Tkaczyk – in his Power Speech “Rehumanization: On the Irrational Aspects of CX”, he reminded us that while technology can support relationships, it is people who give them meaning and depth.
- Monika Dąbrówka and Rafał Stępień, Pracuj.pl – in the case study “Customer at the Center of Pracuj.pl: Our Journey to Better CX”, they demonstrated how consistently putting the customer first impacts the quality of experiences.
- Marta Kozicka-Trojan, IKEA – in her presentation “Customer Contact Strategy in the Age of Automation and AI: How to Combine Technology with Human Touch”, she spoke about balancing automation and empathy in customer communication.
- Andrzej Rozen, BNA – in the case study “Brand as Experience: The Story of Rebranding OEX Group Brands”, he showed how changes in visual identity can build cohesive and engaging brand experiences.
The event also featured engaging panels and an debate:
- The panel “How Shopping Platforms Build Customer Experience Mechanisms for Sellers and End Customers” was hosted by Adam Wysocki from LvLUp Media, with participants including Marcin Bruś, Allegro Group and Karol Tak, Temu.
- The Oxford debate “Artificial Intelligence Improves Customer Experience More Than Humans” sparked a lively exchange of arguments among experts: Weronika Rosiak-Jedz, Total Experience, Piotr Sadowski, Custom Hero, Elżbieta Gierczyńska, Mentor4Brainers, Bartosz Lechowski, Human Magic Consulting, and Arkadiusz Wódkowski, Kozminski University.
- The session “Gen Z in the Spotlight – Challenges, Inspirations, and a Bit of Chaos in the CX World” was led by Paweł Modzelewski from BlueCloud Interactive. Together with Maciej Wernicki, Biofeed, Bartosz Żochowski, Decathlon, and Tomasz Baran, Ariadna, they discussed the challenges and inspirations related to the younger generation of consumers.
Agata Radzińska from the Las na Zawsze Foundation talked about why mature forests matter for life on Earth. The organizers supported the Foundation with a donation to help protect nature.
The conference was enriched with innovative technological elements – participants could interact with Alexander, a voicebot from Axendi (Learn more: link), which answered questions about the CX2025 Trends report, and a Virtual Hostess that assisted attendees (More about the Virtual Hostess: link).
To wrap up, participants took part in a CX knowledge quiz, and the conference concluded with shared reflections:
- It’s not the quantity but the quality of CX metrics that determines effectiveness
- Technology can support relationships, but it’s people who give them meaning
- A brand is not just messages – it’s primarily actions
CX Summit powered by OEX 2025 once again proved that Customer Experience is a strategic necessity, not a passing trend.
Thank you to all participants, speakers, and partners – together we are shaping the future of CX.
