As modern organizations think about the customer experience they want to deliver, a vast array of elements must be considered. Customer channels are becoming more digital, and customers themselves are becoming more interested in how their services are delivered, paying increasing attention to ethical and environmental factors. As brands focus on maintaining and boosting customer loyalty — and the increased revenues loyalty can bring — organizations need to be conscious of the end-to-end value chain that their customers experience. In this session, a specialist group of panellists will explore the ways organisations can ensure they have robust oversight of customer journeys, and how digital technologies can be leveraged throughout the customer experience.