Make CX a business necessity: earn a role in the decisions that matter

When the next reorganisation comes, can you show which business results depend on your work?

Strong insights and successful pilots often still leave CX struggling for influence. In this 30-minute interactive keynote, Martin and Marc show what changes when you start with the problem that keeps a budget owner awake. That shift moves the conversation from what CX produces to what the business needs, and it earns you the authority to act.

Martin and Marc draw on years of hands-on customer work across industries, company sizes and cultures. They'll walk the route from identifying the problem to delivering verifiable business results. Using real stakeholder situations, they'll bring out the hard questions, including how to stay in charge after the first approval.

This keynote opens the practice behind the Journey Management Playbook. In the afternoon workshop, you'll apply it to your own challenge.

Who is this for: This keynote is for CX, service design and Journey Management practitioners and leaders, whether you've followed the podcast or are new to the playbook. Bring a stalled initiative or a business problem you believe customer insight could help solve, and be ready to work on the case you'll take back to its owner.