Session Summary

This session explores how to design and deliver customer experiences that withstand operational realities across channels and do not just launch successfully. It introduces a practical “Survival Test” framework that balances human, operational, and commercial truths and examines why experiences fail when incentives, systems, and frontline realities are ignored. Participants will explore how to design for variability, align metrics, and treat experience as a managed asset. A breakout activity stress-tests real initiatives to uncover delivery risks and strengthen impact before customers feel the gaps.

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Bio

Nick Lygo-Baker is an award-winning customer experience leader with board-level expertise in CX, EX, and digital transformation. Proven record of driving performance improvement in complex, global organisations by aligning customer and employee experience to deliver sustainable growth. Skilled in VoC, AI integration, process optimisation, and insight-led strategy. Experienced in regulated sectors, thriving in agile environments to deliver impactful, actionable change. Trusted advisor and executive leader shaping strategy and pathways to success.

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