About Customer Experience World

CEW allows you to speak to experts, leaders and the top customer service corporates.

Customer Experience World is recognised as the leading conference event for global business leaders and executives. For this reason, the CEW programme is strategically placed to focus on leading-edge customer success strategies and best practices. It offers an exclusive and practical environment for like-minded executives to share knowledge and learn from one another’s experiences.

CEW will bring together thought leaders, industry experts and the most successful customer service organisations, with the aim of sharing knowledge and understandings, in order to guide companies in how to successfully design, develop and put into action their Customer Success Programmes.

You can be sure that Customer Experience World is going to deliver an outstanding experience, where delegates will have access to high-quality content, deep knowledge and practical techniques. You will have the opportunity to learn from industry best practice leaders, while also having the chance to network with like-minded trailblazers.

The mission of customer success is to build proven value faster, for both customers and companies alike. In a world of tight margins and extreme competition, customer success is one of the key factors in driving profitability and growth. CEW will provide the answers, insights and knowledge to enable businesses to turn customer experience into customer success.
Topics to be discussed at CEW under the broad headings of people, processes and technology will include:


  • The most critical internal touch points required for successful customer engagements
  • The vital components that make up a Customer Success Team and the pitfalls that can accompany the formation of such a team
  • The reporting structure required for Customer Success Management and how this should be implemented
  • The important role of recruitment and training in the Customer Success Programme


  • A detailed look at the process of implementing, maintaining and managing external touch points for Customer Engagement – what is the customer doing? Creating a health report/score card and what does it contain?
  • A clearer understanding of exactly what the various engagement categories and process metrics are
  • A discussion around how to implement and manage the process of communication channels, including Omni-channel, external and internal


  • Exactly how one can make use of Data Analytics to fine tune a Customer Success Programme
  • The confluence of self-help service and Machine Learning, and what this means for a Customer Success Programme
  • The significant role that Artificial Intelligence can play in the Customer Success Programme

Additional Value: The Master Class

As a bonus for those delegates who wish to dive even more deeply into the Customer Success story, a Master Class will be held to discuss and detail various components of an effective Customer Success Management programme. Attendees will take home a far deeper understanding of a customer’s desired outcome and how to provide an awesome experience with every interaction and touch point within their business.

Customer Experience World

If you want to ensure that customers who engage with your company will remember your brand and that they will become brand ambassadors and loyal advocates of your company’s products or services, you need to ensure that the relationship they experience and the value they receive is immensely powerful. With a strong Customer Success Programme in place, your business has an awesome opportunity to increase both its value and its profit.

With this in mind, ask yourself: Can I really afford to miss out on attending Customer Experience World?