BI WORLDWIDE will be attending the 17th Annual Customer Experience Management Summit in Vienna on 23-24 September 2026, joining senior leaders from some of the world’s most recognised brands to discuss the future of customer experience, loyalty and business growth.

Customer experience strategies are getting more sophisticated. Organisations are investing in artificial intelligence, personalisation, Voice of the Customer programmes and omnichannel journeys. Yet many face the same challenge: how do you ensure the experience you’ve designed is the experience customers receive?

The answer often comes down to people.

While many conversations in customer experience focus on the end consumer, BI WORLDWIDE EMEA will bring a complementary perspective to the summit: the role employees and channel partners play in influencing customer perceptions and helping organisations deliver on their customer promises.

Exploring the human side of customer experience

As part of the conference programme, Deborah Watson, International Sales and Channel Incentive Strategy Leader at BI WORLDWIDE EMEA, will present a session focused on the connection between customer experience strategy and workforce activation.

From CX Strategy to CX Reality: Activating the People Behind the Experience

The session will explore how organisations can:

• Align employees and channel partners around the customer promise so they can consistently influence customer perceptions and experiences.
• Turn customer experience strategy into everyday behaviours through recognition, communication, learning and performance enablement.
• Create a measurable link between workforce engagement, customer outcomes and business growth.

The reality is simple. Customer journeys, loyalty strategies and service standards do not come to life through strategy documents alone. They are shaped every day by the people interacting with customers, representing your brand and influencing the moments that matter most.

Debbie’s session will explore how leading organisations are closing the gap between strategy and execution by activating the people responsible for bringing customer experience ambitions to life.

Joining the conversation in Vienna

The Customer Experience Management Summit brings together leaders responsible for customer experience, customer engagement, customer loyalty, customer insights, digital customer experience and customer strategy across industries including hospitality, financial services, technology, telecommunications, retail, automotive and healthcare. 

Members of the BI WORLDWIDE EMEA team will be attending throughout the event and look forward to discussing the challenges organisations face when translating customer experience ambitions into measurable business outcomes.

Because when customer experience strategies succeed, it is rarely just because of the technology, process or data behind them. It is because the people responsible for delivering them understand what matters, know what to do and are motivated to act.

If you’re attending the Customer Experience Management Summit 2026, we’d love to continue the conversation.

Let’s talk.