The conference organized by the OEX Group this year brought together more than 300 participants from various industries. The event, full of inspiring speeches and market analysis, attracted specialists interested in the latest Customer Experience trends.
Each edition is preceded by research. This time, the "CX Trends 2024" report was created – developed in collaboration with Kozminski University. The analysis presents current expectations of Polish consumers and identifies the main challenges faced by organizations implementing Customer Experience strategies. The results indicate key development directions: the growing importance of personalization technologies, service automation, and building intuitive communication channels. The report emphasizes the role of modern solutions in creating customer loyalty while appreciating the value of the human factor in effective CX strategies.
The conference was opened by representatives of the companies organizing the event: OEX Cursor, OEX Voice Contact Center, Fulfilio and Loyalty Point. Then Miłosz Brzeziński, an expert in business psychology, led an Inspiration Lecture on Customer Experiene trends.
The following speakers shared their knowledge and experience:
Paweł Kocon - PR Manager, MB Motors Mercedes-Benz; Michal Serdakowski -Marketing Manager, MB Motors Mercedes-Benz- Luxury experience in Mercedes-Benz customer service.
Anna Bochenek -Customer Care & Support Manager, Coca-Cola Hellenic Bottling Company - Always a customer in Coca Cola, transformation of customer service in Customer Care Center
Maciej Arwaj - Sales Director of Ayvens Poland- How to maintain high quality CX when merging companies.
Wojciech Dendys - Customer Business Development Manager, Grupa Maspex Sp. z o.o.- Basket full of pairs: or how products in FMCG find their other halves
Marcin Łasica, Head of Design, Flying Bisons - Good design is good business.
The program included three debates.
The first, about CX on marketplace platforms, was led by Grzegorz Wroniszewski, COO of Fulfilio. Participants included Wojciech Wroblewski - Head of Marketplace, SellerSwitch; Piotr Sciegienny - e-Commerce Consultant, Dafi; Paweł Jabłoński -Key Accounts Supply Chain Lead, 3M; Bartosz Lechowski - Customer Experience and Marketing Executive, Human Magic Consulting.
The second discussion was about the facts, myths and benefits of loyalty programs. Participants included Barbara Fital - CRM Senior Marketing Manager, Douglas; Aneta Pruk - Senior Marketing Manager, Vision Express; Piotr Wojtczak - Head of Customer Marketing, Intermarché; Bartosz Żochowski - Head of Loyalty & CRM, Decathlon, led by Przemysław Orłowski- Managing Partner, Loyalty Point.
The third debate on CX strategies aimed at increasing company value and the synergy of technology and people was led by Ewa Czarnecka, CEO of Voice Contact Center. Discussants included Marcin Charkiewicz - Customer Director, Black Red White SA; Mira Kawala - VP, Customer Experience, Allegro; Pawel Zawisza - Operations Director, ARC Europe Poland.
An important highlight of the event was a speech on corporate social responsibility. Mariusz Miotke described the challenges of the Ogólnopolskie Towarzystwo Ochrony Ptaków related to the protection of birds and their habitats.
This year's CX OEX Summit once again confirmed that Customer Experience is much more than a passing trend - it is a fundamental need of modern business. Thanks to the substantive program and cooperation with Kozminski University, the event provided participants with valuable knowledge that they will be able to apply in creating exceptional experiences for their customers.
We encourage you to watch our coverage of the conference: https://www.youtube.com/watch?v=69HwdhwGAss
