The 19th CUSTOMER EXPERIENCE CONFERENCE was held in Kyiv

On September 26, Kyiv hosted the 19th CUSTOMER EXPERIENCE CONFERENCE, the only cross-industry event in Ukraine that brought together business leaders and experts in the field of customer experience.

This year's theme, “A System for Profit,” was a response to a key challenge for companies: how to make customer experience not a one-time initiative, but an operating system that has a consistent impact on profit, reputation, and business development.

The conference was attended offline and online by 500 top managers, team leaders, and experts from various industries who strive to create effective service standards.

In her welcoming speech, KA Group founder Alona Zhupikova emphasized that customer experience always marks the beginning of a new stage of development:

“Customers change, contexts change, technologies change. CX is a living organism, and the task of business is to understand how it works and respond in a timely manner.”

She stressed that it is data research, language analytics, and the implementation of AI solutions that help predict customer needs and create products of the future.

From strategy to measurement

Olena Tsysar, an international expert in strategic development at SK, presented a model of customer experience maturity, which she described as a “mosaic” of three elements: motivation, organization, and culture.

"Our main goal is to bring the customer's voice back into the business. CX is not just about standards or handling complaints. It's about humanity and respect for the journey of each customer and employee,“ she emphasized.

Kirill Yezhov, Business Development Director at Kantar Ukraine, continued the theme. He stressed that without clear metrics and accountability, customer experience remains just