In the public sector, customer experience is shaped by regulatory requirements, resource constraints, public accountability, and the need to maintain community trust. In this session from CX Leaders Advance, Michelle Adams, Grace Cardenas, and Paula Mora share how Western Water developed a scalable customer experience roadmap for a regional water agency serving more than one million residents. Drawing on Western Water’s multi-year journey, the presenters examine how customer experience evolved from a reactive function focused on communications and service delivery into an organizational discipline capable of influencing decisions earlier. They also introduce a practical three-step framework for mapping the customer-impact ecosystem, establishing customer-impact checkpoints, and designing experience arcs that support significant organizational changes.
Scaling artificial intelligence within customer experience rarely happens under ideal conditions. In this session from CX Leaders Advance, Ugonwa Nwoye, Andrew Esemezie, CCXP, and Winfred Umerah share how MTN Nigeria has evolved Zigi from a menu-driven chatbot into an AI-enabled customer service engine operating across multiple channels. The presenters examine how MTN Nigeria has pursued its AI-CX ambitions while navigating four interconnected layers of complexity: technology, people, processes, and market conditions. The session explores the role of cross-functional collaboration, customer-effort reduction, digital adoption, governance, and continuous capability development in moving from isolated automation toward more connected and responsive customer journeys.
2026 CX Impact Award winning case study. How did an international technology and services provider transform reactive account management into measurable business value? Discover how its proactive approach achieved a double-digit reduction in client churn, sharply reduced high-priority escalations, and improved operational efficiency.
2026 CX Impact Award winning case study. How did a global financial institution transform a complex mortgage process into measurable business value? Discover how its human-centered approach increased mortgage conversion, exceeded production goals, improved advisor productivity, and strengthened customer loyalty.
