From Promise To Proof: What Extraordinary Customer Experiences Actually Look Like In 2026
PEOPLE SHAPING THE CONVERSATION
thank you for your interest
AGENDA
6:00 PM: Arrival & Connection
Come as you are. Grab a drink, meet and mingle, and settle into the space alongside the other women joining us.
6:30 PM: The Setting
Sarah Stansberry, CMO at Sprinklr, will set the scene for the evening, sharing her perspective on how customer expectations, AI and increasing pressure to demonstrate value are changing what extraordinary customer experience looks like, and how brands know whether they are actually delivering it.
7:00 PM: Dinner & Discussion
As dinner is served, so is discussion. Share your experiences, exchange perspectives and explore the gap between customer experience aspiration and evidence: what we should measure, where AI is genuinely improving the experience, and how trust, loyalty and advocacy connect to commercial value.
8:30 PM: Collective Thoughts & Continued Conversation
We’ll close by bringing the room together to share reflections and insights from around the table. Afterwards, continue the conversation and deepen the connections you’ve made throughout the evening.
Overview
Every brand claims to deliver extraordinary customer experiences. But as AI proliferates, customer expectations rise, and budgets face greater scrutiny, belief is no longer enough. The defining question for today's marketing leaders is not what experience they aspire to create, but how they know it's actually happening.
This session explores how leading brands distinguish aspiration from evidence. What signals matter? How do you measure trust, loyalty, advocacy, and experience in a world where traditional metrics often tell an incomplete story? And what separates organizations that talk about customer centricity from those that can prove it?
The conversation
- The Gap Between Aspiration and Evidence. Every brand wants to believe it delivers a great customer experience, but how much of that can actually be proven? What do we really know about how customers experience our brands, and where are we still relying on assumption?
- Are We Measuring What Really Matters? Which customer experience metrics genuinely tell us something useful, and which ones give us a false sense of confidence? As customer journeys become more complex, are the measures we’ve traditionally relied on still telling us the full story?
- Is AI Actually Making the Experience Better? AI is making experiences faster, more personalised and easier to scale, but does that automatically make them better? Where is AI genuinely improving the customer experience, and where are we mistaking efficiency for impact?
- Proving the Value of Customer Experience. If your CEO asked you tomorrow to prove that customer experience is driving commercial value, what would you show them? How do we connect things like trust, loyalty and advocacy to outcomes the wider business actually cares about?
- When Is a Brand Truly Customer Centric? Most organisations would describe themselves as customer centric, but what does that actually mean in practice? What separates the brands that talk about putting customers first from those that can genuinely prove it?
AGENDA
6:00 PM: Arrival & Connection
Come as you are. Grab a drink, meet and mingle, and settle into the space alongside the other women joining us.
6:30 PM: The Setting
Sarah Stansberry, CMO at Sprinklr, will set the scene for the evening, sharing her perspective on how customer expectations, AI and increasing pressure to demonstrate value are changing what extraordinary customer experience looks like, and how brands know whether they are actually delivering it.
7:00 PM: Dinner & Discussion
As dinner is served, so is discussion. Share your experiences, exchange perspectives and explore the gap between customer experience aspiration and evidence: what we should measure, where AI is genuinely improving the experience, and how trust, loyalty and advocacy connect to commercial value.
8:30 PM: Collective Thoughts & Continued Conversation
We’ll close by bringing the room together to share reflections and insights from around the table. Afterwards, continue the conversation and deepen the connections you’ve made throughout the evening.
THE SETTING
For this private dinner, we'll have exclusive use of Hakkasan Mayfair's Dragon Room, an intimate private dining space in the heart of Mayfair. Dark, theatrical and luxurious, the room creates exactly the kind of setting we want for the evening: somewhere to settle in, speak candidly, share perspectives and build meaningful relationships around the table.
