Oliver Skeide

Director, Consulting at InMoment (500-1K employees)

Oliver Skeide is XI Advisor at InMoment. A graduate in business administration, he has been working in research and consulting for more than 20 years. In his current role, he primarily advises large enterprises on the development and expansion of CX programmes. His responsibilities include developing sustainable CX strategies, advising on the successful implementation of cultural change and proving the return on CX investments.

9:30 - 10:00 am CET

Thursday 3 April 2025

Revolutionising Customer Journey Understanding with AI: From Metrics to Meaning

For years, CX professionals have relied on surveys and satisfaction metrics to assess customer experiences. While these methods provide valuable insights, they fail to capture the full complexity of today’s dynamic customer journeys. Enter Integrated Customer Experience (CX)—a transformative AI-powered approach that leverages Natural Language Processing (NLP) and machine learning to decode customer interactions at scale. Join Oliver Skeide as he shares best practices and real-world examples of how AI can unlock a deeper, more predictive understanding of the entire customer journey. By integrating data from diverse sources and formats, Integrated CX moves beyond isolated touchpoints, offering a holistic, actionable view of customer behavior. Discover how generative AI and advanced analytics transform unstructured feedback into vivid visualisations and strategic insights, enabling businesses to go beyond traditional surveys and take proactive, scalable actions that enhance customer experiences. Gain a comprehensive, real-time perspective on every interaction—empowering your organization to drive meaningful impact.