IDC & Avanade Executive Dinner

18 Nov 2025

Restaurant Petri

IDC & Avanade Executive Dinner

Unlocking AI-driven Personalization and Seamless Omnichannel Experiences

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IDC & Avanade Executive Dinner
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By 2027, IDC predicts that more than 55% of G2000 enterprises across industries will fulfill the majority of customer journeys primarily through AI-powered conversational interfaces—such as agentic AI, generative AI, and virtual assistants—enabling real-time personalization and seamless omnichannel experiences.
Source: IDC Customer Experience Management Strategies Survey, October 2024

Industries are undergoing a transformative shift, propelled by AI, data analytics, and unified commerce. Today’s consumers expect frictionless journeys—whether browsing online, shopping in-store, or engaging via mobile and social channels. Personalization is the baseline requirement for retention and growth. Delivering a seamless, personalized customer experience is now a top strategic priority for organizations across all major industries. According to IDC’s Customer Experience Management Strategies Survey (October 2024), nearly 45% of CX executives globally say that meeting rising customer expectations and driving loyalty are critical business imperatives for the next 12 months. This urgency is shared by leaders in retail, financial services, healthcare, manufacturing, and beyond, as they seek to differentiate in a competitive, experience-driven market.

 

IDC research shows that only 12% of organizations demonstrate best-in-class CX maturity, with most still struggling to unify customer data and orchestrate experiences across silos. Less than a quarter have a unified enterprise CX strategy with executive sponsorship. Building a customer-centric culture, upskilling employees for AI-enabled roles, and modernizing CX tech stacks are top priorities for the next 12–18 months. The rise of generative and agentic AI is accelerating the deployment of real-time personalization engines, virtual assistants, and predictive engagement tools. Over half of organizations plan to implement AI-powered recommendations and offers as part of their CX strategies in the next two years. Across industries, the ability to unify customer data, remove friction, and deliver consistent experiences is seen as the key to unlocking business value.

Key Topics

Join this interactive, peer-led conversation to gain practical how to improve the ability to unify customer data and deliver consistent experiences.

  1. What stage is your organization at in your personalization and omnichannel journey?
  2. How can AI, data analytics, and omnichannel integration create value for your customers and your business?
  3. How do you measure the ROI of personalization and omnichannel investments?

Speakers

Filippo Battaini

Filippo Battaini

Research Manager, Retail Insights

IDC

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Carl Nyman

Carl Nyman

Country Manager

Avanade

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Venue

Restaurant Petri

Kommendörsgatan 16, 114 48 Stockholm

Agenda

IDC & Avanade Executive Dinner

One day event

5:30 pm

Champagne Reception

Guest arrival with welcome drinks and networking

5:50 pm

IDC & Avanade Welcome Address

Filippo Battaini

Filippo Battaini

Research Manager, Retail Insights, IDC

Carl Nyman

Carl Nyman

Country Manager, Avanade

6:30 pm

Starter Courses – First Discussion Topic

  • What stage is your organization at in your personalization and omnichannel journey?
  • Are you leveraging real-time data, AI, and unified platforms, or still operating in silos?

7:30 pm

Main Course – Second Discussion Topic

  • How can AI, data analytics, and omnichannel integration create value for your customers and your business?
  • What use cases (e.g., personalized recommendations, seamless fulfillment, loyalty programs) are delivering measurable impact?

8:20 pm

Dessert – Third Discussion Topic

  • How do you measure the ROI of personalization and omnichannel investments?
  • What metrics (conversion rates, customer lifetime value, retention, NPS) matter most, and how do you ensure continuous improvement?

9:00 pm

Summary of discussions and key takeaways

Filippo Battaini

Filippo Battaini

Research Manager, Retail Insights, IDC

Carl Nyman

Carl Nyman

Country Manager, Avanade

9:30 pm

Event close

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