Over 200 market experts and practitioners gathered for the 5th edition of CX Summit powered by OEX, a conference dedicated to trends and challenges in the realm of customer experience. The event - organized by OEX Group companies Cursor, Axendi, and LVL Up Commerce - covered areas such a Customer Experience, Contact Center, logistics, trade marketing and loyalty programs.
The conference was once again held at the Legia Silver Club at the Legia Warsaw stadium. This year’s edition focused on the role of artificial intelligence in customer experience design, as well as the challenges and best practices within sectors such as e-commerce, banking, tourism, healthcare, and the automotive industry.
A key highlight of the conference was the launch of the “CX Trends 2026” report, developed in cooperation with Kozminski University, the event’s academic partner. The findings from the third edition of the study, conducted among more than 100 Customer Experience leaders and practitioners, were presented by Prof. Jolanta Tkaczyk and Arkadiusz Wódkowski. The report explores, among other topics, the impact of artificial intelligence on CX, companies’ approaches to personalization, and the importance of authenticity in customer relationships.
Download the report here: https://cxoexsummit.pl/pobierz-raport/
During the event, experts shared their knowledge and experience:
Tomasz Michniewicz, expedition organizer, journalist and adversity training coach, delivered a presentation titled “Customer Experience at the Edge of the World: What Extreme Expeditions Can Teach Us About Managing Customer Experiences.” He discussed mechanisms for building trust and relationships that work both in travel and in business
Zbigniew Kowalski, lecturer and medical communication trainer, presented “Who Is the Customer Here? CX in a World Where Health and Life Are at Stake,” addressing the challenges of communication in healthcare.
Agnieszka Dominiak and Konrad Szpotowicz from Unilever presented the case study “Change as a Catalyst for Greater Efficiency: Lessons from the Separation of the Magnum Company from Unilever,” demonstrating how organizational transformation can become a tool for improving business efficiency.
Sandra Szkwarek from MHC Mobility presented the case study “Smart Mobility with a Human Touch: How Customer and Driver Experiences Create Business Value,” focusing on the role of Customer Experience in building loyalty, satisfaction and business value.
The event also featured engaging panel discussions:
"CX Beyond Bank Walls – Risk, Necessity, or New Standard?" – moderated by Ewa Czarnecka, Axendi. Panelists included Monika Szpakowska, mBank, Daria Samborska Bank BPH, Celina Waleskiewicz UniCredit, and Piotr Dzięcioł, VeloBank.
"Building Customer Experience on Marketplaces Today" – moderated by Bernard Robak, LVL Up Commerce. Panelists included Dawid Drusko LVL Up Commerce, Wojciech Jędral, Base, and Martyna Redos, L’Oréal.
Martyna Wyrzykowska from SEXEDPL discussed the importance of effective social communication in her presentation, "How to Change Behaviors, Not Just Build Awareness? Social Campaigns and Their Effectiveness." The talk focused on creating communication initiatives that lead to lasting changes in attitudes and behaviors.
The conference concluded with the CX Game final - an interactive quiz summarizing the key takeaways from the presentations and panel discussions. It was an opportunity to revisit the event's central themes and wrap up the fifth edition of CX Summit powered by OEX.
We thank all the participants, speakers, partners, and organizers for co-creating an event that, for five years now, has served as a forum for the Customer Experience community to exchange knowledge, experiences, and inspiration.
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