Ciklum's 9th Annual Client Conference kicked off on September 9-10, 2024, at the historic Art Nouveau Obecní dům (Municipal House) in Prague. The event brought together industry leaders, clients, and experts for two days of lively discussions, hands-on workshops, and fresh insights into the technologies shaping the future.
From Customer Experience (CX) and Edge Technologies to Responsible AI and Experience Engineering, the conference explored how these innovations are driving growth and transforming the way businesses engage with their customers. Let’s take a look at some of the key themes.
Customer Experience (CX) was a central theme of the conference, where speakers highlighted the need for businesses to adapt to the changing consumer landscape, particularly with the rise of Gen Z as a dominant consumer group.
The session focused on how Gen Z is reshaping customer expectations. As a generation of digital natives, their influence on the market is increasing, with spending power expected to surge in the next few years. Businesses need to focus on peer-driven content, authenticity, and purpose-driven experiences to engage this audience.
Key takeaways:
Daniel Jennings, Global Head of Customer Experience at Ciklum, added, “The only thing that companies can do to arm themselves against new disruption is to develop an Experience Engineering mindset and build a framework to ensure they can test and release innovative ideas quickly.”
The session explored how Experience Engineering goes beyond traditional product development. It prioritizes building the right product by understanding customer needs and ensuring that engineering, design, and testing are aligned throughout the entire development lifecycle. Mubine Din, Global Head of Solutioning Ciklum explained it in his own words, "Experience engineering is about uniting diverse skill sets and mindsets to bring strategy to life, ensuring that every product decision is made with the customer experience in mind."
Key takeaways:
As businesses increasingly rely on artificial intelligence (AI) to automate processes and enhance customer interactions, the need for Responsible AI has become critical. This session addressed the ethical and regulatory aspects that companies must consider when deploying AI systems. Daniel Minnick, Head of Data & AI Ciklum cautioned, “In the age of AI, reputational risk can be more damaging than regulatory fines. Building trust through responsible AI practices is not just a legal obligation but a business imperative."
With regulations such as the EU AI Act becoming stricter, businesses must ensure their AI systems are not only effective but also ethical, transparent, and compliant with legal standards. The penalties for non-compliance are severe, making Responsible AI a business imperative.
Key takeaways:
Led by Sanket Prabhu and Amit Kavatkar, this session took a deep dive into the future of customer engagement, where Edge Technology is creating groundbreaking experiences through Augmented Reality (AR), Virtual Reality (VR), and Mixed Reality (MR).
The track explored how AR, VR, and MR are creating new ways for businesses to engage with customers, offering immersive experiences that go beyond traditional digital interactions. Sanket Prabhu, Head of Edge Tech at Ciklum explained, "Edge technology is not just about showcasing new devices – it’s about understanding how these innovations can be leveraged to transform industries, enhance customer engagement, and drive business growth."
He further added how industries like retail, healthcare, and automotive are already seeing the benefits of these technologies, with applications ranging from virtual try-ons to VR-based training.
Key takeaways:
The final session looked ahead to the future of Experience Engineering, providing predictions and insights into how businesses must evolve to remain competitive in a rapidly changing technological landscape.
The session focused on how AI, parallel programming, and community-driven development will shape the future of Experience Engineering. James Lennon, speaker of this talk track and VP Experience Engineering at Cikum highlighted how businesses must prepare for these changes, rather than merely react to them. He added further by saying, "Experience engineering doesn't happen by accident. It's a concerted effort to bring together all disciplines and perspectives, focusing on delivering the right features with quality throughout every stage of the development lifecycle."
Key takeaways:
The Ciklum Client Conference 2024 was a powerful demonstration of how emerging technologies are not only reshaping industries but also transforming the way businesses engage with their customers. Each session underscored the importance of staying agile, customer-focused, and ethical in a rapidly evolving digital landscape. From leveraging immersive technologies to create richer customer experiences, to embedding responsible AI practices to build trust, businesses are being called to embrace innovation with purpose and foresight.
As we look toward the future, the conference made one thing clear, those who prioritize customer-centric innovation, continuous experimentation, and responsible tech adoption will be best positioned to thrive in this next era of business transformation.