Futurelab

Great insights from the Women in CX panelists at the Forrester CX Summit:
To translate Brand into CX strategy, you need to have a clear definition: “It’s not [our brand] if it’s…”.
It means, you need clear Customer Value Proposition derived from your company and brand vision, and clear Design Principles for every step of your customer journey.
Thank you Anastasia Zdoroviak from and Cat Lecardonnel from .

Back from Festival 2026 in Hamburg, where we spent two intense days around the House of Sprinklr, catching up with partners and clients.

One thing became clear quite quickly: the conversation topics have shifted. AI, personalisation, automation, efficiency, scale are still important, of course. But from a CX perspective, the real question is no longer whether AI will change customer experience. It already is.

The current burning questions are:

How do we make sure we are creating value for companies AND customers?
Are we actually supporting employees or adding to their workload, because change is slow?
Do we have proper governance for all our new tools?
How do we use technology responsibly, with accountability and long-term value in mind?
And how do we assure European resilience in this rapidly changing world?

Once again, a big thank you to the team for hosting us, and for creating the space for these conversations.

Our Head of Research Marina Natanova has met her spirit animal, Bernd Das Brot!

.de

OMR Day 1: CMO Confidential talk with Dr. Christian Loefert, CMO of T-Systems.

The importance of customer understanding for the totality of the customer interaction, from marketing, to sales, to in life, to care cannot be overestimated.

Come see us at OMR Festival 2026 in Hamburg where we would be present together with the Sprinklr team.
Let's talk about customer feedback, AI in customer experience, and voice of the customer solutions that actually lead to action.

📍 5–6 May 2026
📍 Hamburg Messe
📍 The House of Sprinklr, Hall A1

See you there?
*tCX

Ready to reconnect? We are kicking off 2026 with a full line-up of talks and events for CX leaders and curious minds alike. From AI to customer experience transformation – join the conversations shaping the future of experience.

📍 CEM Customer Experience Week
🗓️ 9 Feb 2026 – Virtual
🎤 Our Founder Stefan Kolle will be sharing Futurelab insights on Customer Feedback that actually drives change.

📍 innovAItion days by marktforschung.de
🗓️ 17 Feb 2026 – Virtual
🎤 Stefan dives into real-world CX use cases supported by the latest technology that delivers beyond the buzz.

📍 Contact Center World (CCW)
🗓️ 24–26 Feb 2026 – Berlin
🎤 Stefan on stage, and both him and our Head of Research Marina Natanova will do small presentations on the stand of our technology partner .

📍 succeet26
🗓️ 18–19 Mar 2026 – Wiesbaden / Frankfurt
🤝 Marina and Stefan both on-site to meet and discuss how to turn CX insights into ROI.

See you there?

*tCX

It was a difficult day in Munich, but in the end managed to get to the Oktoberfest after a great event with

Hear Stefan Kolle speak about the right way to set up your contact center for the maximum impact - for the customers, the company, and the long-term relationship! Join the I-CEM Contact Center Summit 2025 on Octover 8-10th. Link in bio!

Some details for German speakers: Das passende Contact-Center-Betriebsmodell als Erfolgsfaktor. Stefan Kolle stellt vor, wie es Unternehmen gelingt, Servicestrategie, Betriebsmodell und Technologie im Contactcenter optimal aufeinander abzustimmen.