Roundtable: From Customer Journey to Customer Relationship: Rethinking Omnichannel CX

Talk:

Customers don’t think in channels, campaigns or internal teams. They experience a brand as one connected relationship, yet many organisations still design customer experiences around individual touchpoints, technologies and departmental objectives.

This Strategy-Led Roundtable brings together senior marketing leaders to explore how organisations can move beyond traditional journey mapping and build customer experiences around long-term relationships. From connecting commerce, communications and service to balancing convenience with human connection, leaders will discuss what genuinely customer-centric omnichannel strategy looks like today.

Join an open, peer-led discussion to challenge channel-first thinking and explore how connected experiences can strengthen engagement, loyalty and long-term customer value.

Why Attend? Connect with fellow marketing leaders to explore how omnichannel strategy can evolve from managing individual touchpoints to building stronger, longer-lasting customer relationships.

Key Discussion Areas

• Moving beyond channel-first customer journeys
• Connecting marketing, commerce and customer experience
• Balancing automation with human connection
• Building loyalty and long-term customer value