CXO2’s philosophy is grounded in the belief that where CX happens is not where it starts - it starts in the boardroom, with strategy and culture.
Too often, organisations treat the symptom rather than the root cause. This session will explore how that impacts long-term sustainability and how slowing down to truly understand the problem can ultimately help you move faster and with greater impact
The session will explore:
- The difference between the pressure for “fast” immediate results and the value of slowing down to achieve better outcomes
- How many organisations get stuck in the hamster wheel of “same stuff, different platform” by focusing on known truths instead of truly understanding what is stopping progress
- How to diagnose where the true causes sit within the broader organisational system
- How CXO2’s unique CX blueprint can help uncover what’s really driving performance and what you can practically do about it
Attendees will connect with likeminded, customer-obsessed leaders and walk away with valuable, real-world next steps, the confidence of knowing they are not alone, and practical ways to breathe new life into customer experience.
In insurance, the pressure to manage risk, minimise fraud and optimise cost to serve can often lead to treating operational symptoms rather than addressing root causes. Long claims processes, high effort environments and slow turnaround times may appear as frontline issues, but they are often shaped by broader decisions around process design, governance, incentives and risk settings.
Applying the philosophy of “falling in love with the problem” means examining challenges from multiple lenses - customer, people and commercial, before defaulting to technology or platform solutions. It enables insurers to balance prudence with experience, uncover opportunities to redesign processes, reduce unnecessary cost to serve, and ultimately create outcomes that strengthen trust, advocacy and long-term sustainability.
The conversation is designed to be highly interactive, opening up dialogue around real-world experiences and learnings, and exploring how loving and understanding the problem leads to stronger, more sustainable solutions.
Speakers
Sara Elmstrom - Chief Executive Officer, CXO2
David Vincent - Partner & Chief Operating Officer, CXO2