From Insight to Impact: Closing the Customer Experience Gap in Real Time
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Despite investing in more tools and data than ever, most brands still struggle to turn customer insight into meaningful action. In this interactive session, customer experience experts from CSG and Relative Insight will explore how leading organizations are closing the growing “experience gap” by connecting what customers say and do, and acting in real time.
You’ll gain insight into:
- Key trends reshaping customer expectations and engagement strategies in 2025 and beyond
- Common roadblocks that keep VOC and behavioral data from driving real action
- How to bridge fragmented systems and unlock timely, cross-channel engagement
- Real-world examples of brands using connected data to reduce friction and improve ROI
- What’s next: predictive personalization and intelligent front door design for smarter, more proactive CX
Speaker Bios
Mathieu Acin - Vice President, Global GTM – Customer Experience, CSG
Mathieu Acin is the Vice President of Global Go-To-Market (GTM) for Customer Experience at CSG, where he leads transformative strategies that help organizations unlock the full potential of experience-led growth.
With a career spanning over two decades, Mathieu brings deep expertise in customer experience innovation, digital transformation, and strategic GTM execution.
Prior to joining CSG, he held senior leadership roles at IBM and Adobe, where he led Financial Services initiatives across the region. His work has consistently focused on bridging the gap between technology and customer-centric strategy.
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James Cuthbertson - CRO, Relative Insight
James Cuthbertson is the Chief Revenue Officer at Relative Insight, a pioneering text analytics company that transforms how organizations understand language to drive business insights.
A passionate advocate for the power of language with over 15 years of technology experience, James has helped position Relative Insight at the forefront of linguistic data innovation, serving clients such as Delta, PwC, Nespresso, and Comcast.
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Chair - Shannon McKechnie, Managing Director @ MBN Solutions
Agenda
6:00 PM – 6.30 PM: Networking (Drinks & Pizza)
6:30PM - 7:15 PM: Mathieu Acin - Vice President, Global GTM – Customer Experience, CSG
7.15 PM - 8.00 PM: James Cuthbertson - CRO, Relative Insight
8.00 PM - 8.30 PM: Networking and Drinks
