CX Trends Masterclass
Join industry leaders and experts at the CX Trends Masterclass 2025, brought to you in partnership with Kantar and Qualtrics, explore the future of CX with insights from top thought leaders. From emerging trends to practical case studies, you’ll gain actionable strategies to enhance customer engagement and drive business impact. Collaborate with peers, engage in interactive sessions, and discover best practices for transforming CX programs.
Wednesday,
Mar 26
9:00 AM - 3:30 PM
GMT
Qualtrics, Wework Waterloo
10 York Rd, London SE1 7ND
In this event, you’ll learn
- Key trends shaping CX in 2025
- Practical solutions to elevate customer engagement
- Real-world examples of CX transformation
Featuring
Matt Trickett
XM Solution Strategist
Matt, an expert in Customer Experience Management, has 10 years of experience in SaaS and CCaaS. As an XM Strategist, he provides strategic advice, value articulation, and best practices to help organizations drive customer-centricity and growth.
Matt, an expert in Customer Experience Management, has 10 years of experience in SaaS and CCaaS. As an XM Strategist, he provides strategic advice, value articulation, and best practices to help organizations drive customer-centricity and growth.
Nan Russell
Director Advisory Services
Nan, an accomplished leader in Employee Experience and Organizational Effectiveness, partners with leaders across EMEA to design impactful people strategies, aligning employee engagement with business outcomes and driving cultural transformation.
Nan, an accomplished leader in Employee Experience and Organizational Effectiveness, partners with leaders across EMEA to design impactful people strategies, aligning employee engagement with business outcomes and driving cultural transformation.
Peter Aitken
UK Head of Customer Strategy & Insight
Peter is Kantar’s UK Head of Customer Strategy & Insight. He co-authored the Global CX Standards with Bain & Qualtrics and developed Kantar’s Meaningfully Different Experience method, linking brand measurement to CX.
Peter is Kantar’s UK Head of Customer Strategy & Insight. He co-authored the Global CX Standards with Bain & Qualtrics and developed Kantar’s Meaningfully Different Experience method, linking brand measurement to CX.
Agenda
- Day 1
9:00 - 10:00 AM
Registration and breakfast
Start the day with a light breakfast and networking — a chance to connect and share perspectives on the future of customer experience.
10:00 - 11:00 AM
Opening address and keynotes
- The Trends Shaping CX in 2025 — Matt Trickett & Nan Russell, Qualtrics
- How Experiences Drive Brand Growth: Insights from Kantar MDX — Peter Aitken, Kantar
11:10 - 11:30 AM
Networking break
Continue the conversation over coffee and connect with industry peers.
11:30 AM - 12:30 PM
Roundtable discussions
Interactive roundtables led by Qualtrics and Kantar experts, exploring how 2025 CX trends and experiences drive brand growth.
12:30 - 1:30 PM
Lunch & “Ask the experts”
Enjoy a networking lunch with dedicated “Ask the Experts” sessions featuring specialists from both Qualtrics and Kantar.
1:30 - 3:30 PM
CX Masterclass: Connecting customer experience and brand growth for business impact
A collaborative, hands-on masterclass led by Qualtrics and Kantar — combining insights, practical solutions, and success stories to drive business impact through CX and brand growth.
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