On October 11, 2023, the second edition of the CX OEX Summit conference dedicated to the Customer Experience took place. This edition attracted 250 participants, for whom 21 speakers prepared presentations.
The substantive partner of the event was iCAN Institute. A report titled "Eight CX Trends Supporting Sales" was commissioned by OEX. The research findings indicate that inflation prompts consumers to conduct detailed analysis of every purchase, supported by new technologies. More about this in the article: Budowanie lojalności klientów – przyszłość CX według praktyków - MIT Sloan Management Review Polska
Customer Experience OEX Summit is a conference bringing together experts and companies from the Customer Experience (CX) field. It features panel discussions, presentations, and experience sharing on the latest trends in CX. This year's edition was organized by OEX Fulfilio, OEX Cursor, OEX VCC, and OEX SA.
The presentation by Dr. Aga Szóstek inspired participants to discuss the future of Customer Experience. This topic was further developed by Mirosław Mikłos (PZU SA) in his case study.
Paweł Grabowski (Żabka Polska) discussed new experiences in autonomous convenience stores. Kamilla Panasiuk (MediaMarkt Polska) addressed automation and its impact on customer experiences.
Katarzyna Chojczak (Centrum Medyczne CMP) presented how empathy affects customer experiences, while Magdalena Teodorek (Archicom SA) offered a fresh perspective on CX activities in organizations.
The conference also featured three debates:
In the first debate "CX in Customer Service," hosted by Ewa Czarnecka (OEX Voice Contact Center), participants included: Mariusz Nycz (Volvo Car Poland), Mirosław Zawrotniak (Allegro), Kinga Zakrzewska (PZU SA), and Mateusz Rokita (Empik SA). They concluded that new technologies will not replace humans but can significantly support Customer Experience processes.
During the second debate, hosted by Dominik Zacharewicz (Loyalty Point), Marcin Strzelecki (PPG GBS Poland), Karol Czech (FoodWell), Andrzej Dalkowski (Vision Express SP), Magdalena Obrubko (IKEA Retail Polska), and Grzegorz Goworek (Lagardere Travel Retail) discussed loyalty programs during crisis times.
The third debate on Customer Experience in fulfillment was hosted by Arkadiusz Filipowski (OEX Fulfilio). Participants included: Dr. Maksymilian Pawłowski (DPD Polska), Aleksander Woś (OSHEE Polska), and Witold Kochlewski (Enaf).
During the conference, voting took place for a charitable initiative to receive financial support. The result was 62% of votes for the "Meal for Seniors" initiative and 38% for Red Panda sponsorship. Funds will be allocated to these initiatives in this proportion.
We encourage you to watch the event coverage: https://www.youtube.com/watch?v=1utc_YR5evs
