We are defining the
Technology is evolving at an astonishing pace, and so are customer expectations. Organizations are embracing new technologies, yet they face numerous challenges, including meeting these rising expectations, effective implementation, and training employees to become proficient with various tools.
India is considered to be a leader in customer experience (CX) maturity, ranking third in the world and first in the Asia Pacific region. However, only 17% of Indian businesses are delivering “exceptional” customer service, even though 79% of Indian businesses acknowledge the role of CX in revenue generation.
The 2025 Edition of CX Transformation Summit will focus on the transformative role of technology in the customer experience (CX) landscape. We’ll explore emerging technologies and how organizations are leveraging them to build trust, protect privacy, and implement effective CX strategies.
As customer experience rapidly shifts towards digital channels, organizations face increasing pressure to adapt to technological advancements. Embracing a digital-first approach is no longer optional—it’s critical for success in today’s highly competitive market.
The CX Transformation Summit is a premier global event designed for leaders committed to creating customer-centric organizations. This summit provides a unique platform to turn CX challenges into opportunities, with insights from top CX experts, digital transformation leaders, and forward thinking innovators. Join us for an in-depth exploration of the future of customer experience and the technology shaping it.
Get a Glimpse of 2024 Edition
The event featured engaging discussions, presentations, use-case studies, and round table discussions by prominent CX Professionals from India.
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Conference Chair
Christiana Okenla
General Manager Customer Experience
Mainone
Ada Irikefe
Associate Director - Head Disruption & Innovation
PWC India
Sola Salako Ajulo
Member - Federal Competition & Consumer Protection Commission
Patron – WAACSP
Yinka Isioye (CXS)
Chief Experience Officer (CXO)
FiberOne Broadband
Uti Gabriella Ellu
Group Head, Customer Experience Strategy
Sterling Bank Plc
Isaiah Etuk
Chief Digital Officer
Capital Express Assurance Limited
Olabode Olorundare
Head of Customer Support
Sochitel
Jennifer Obatta
Head of Customer Experience
Credit Direct Limited
Nnenna Ijeoma Okeke
Managing Partner
Service Advocates Consulting Ltd
Eddy Ayikimi
Head of Customer Experience
Asset & Resource Management Holding Company (ARM HoldCo).
Ubong Nkanta
Associate Director
AI in India
Jennifer Orode
Director of Media & Communications - India Customer Service Index
Fellow – WAACSP
Rolu Adebola
Africa Regional Council Member
CXPA
Dr. Babatunde Oghenobruche Obrimah
Chief Operating Officer
Fintech Association of India
Gary Cameron
Avaya Customer Engagement Solutions Specialist
Avaya
Let’s talk about
Generative AI for better Customer Experience
Ethics in AI in Customer Experience
Driving future experience for a connected customer
Blockchain and AI are Redefining Customer Experience
Change in customer experience with change in technology
AI Security: A Leadership Imperative
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Present Your Technology to the Audience Empowered to Propel It Forward.
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Make connections with people who can help you push your CX Initiatives foward.
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Speak at the event
Join us as a speaker and share your expertise in shaping the future of customer experience
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I love how well-coordinated this was. I was greatly enlightened. Kudos to the team!
Customer Lifecycle Partner
United Bank for Africa (UBA)
No CX professional should miss this event. It is very insightful with practical ideas that will move business forward
CX Business Strategy Manager
ENGIE Energy Access
I loved the summit! I learnt a lot from the speakers who are experts in their areas of specialization. One takeout for me is to find ways of relating growth of revenue to my CX initiatives.
HEAD OF CX
HF GROUP
The panellists were so rich and ready to share such insightful nuggets in the CX field. Looking forward to attending the next one. Thank you for having me!
CX Team Lead
Safaricom
It was an Honor to Attend CX Transformation Summit. It provided fantastic opportunity to connect with fellow professionals in the Customer Experience industry and Gain Valuable insights. A Big thank you to Phoenix Business Intelligence for organizing such a Outstanding Event!
Head of Experience and Operations
TIBU Health
The event was great! This was an excellent way to learn what is happening to CX and how it can be better emplified.
VP, Customer Experience Lead
EAST WEST AGEAS INSURANCE
Very informative Customer Experience Conference. The sessions were extremely engaging.
Customer Experience Manager
Schnider Electric
It was amazing to hear different perspectives on CX. The speakers and panelists were on top of their game when it comes to CX.
Head of CX COE
ABSI