How we came together to shape the future of customer experience in Ukraine
On November 13, in the very heart of Kyiv, a unique community gathered — leaders and experts from a wide range of industries. We were united by one simple yet powerful idea: in a world of constant change and challenges, it is our collective action that defines the future of Ukrainian service and creates new meaning in relationships with customers.
About CX Future Lab 2030 in the Media
This was not just another “conference” — it was a living lab where everyone could do more than consume ideas; they could co-create them. We strongly believe that real value emerges when everyone has a voice, and when every experience matters, regardless of brand or title.
The discussion brought together top executives and professionals from companies shaping today’s Ukrainian market, including Uklon, Foxtrot, VARUS, Dobro.ua, PrivatBank, Dobrobut, Samsung Electronics, Uniqa, Jooble, Kantar, and many others.
We deliberately stepped away from looking back. Our goal was to peer into 2045 and imagine what customer experience might look like then. We explored what skills and mindsets we need to start developing today to ensure our services meet the demands of the future.
It wasn’t easy — but we weren’t searching for abstract reflections. We focused on concrete ideas and practical solutions that participants could begin implementing in their companies as early as tomorrow.
Our event became a space where:
We addressed questions that are impossible to ignore today. How will customers change if the war lasts for years? How will technologies like artificial intelligence redefine the role of humans in service? What helps us stay resilient and move forward, even in the most difficult times?
The answer is always close: act together. It is community, openness to new experiences, and a shared drive for meaningful improvements in service that will allow us not only to endure, but to become a global example.
We are grateful to everyone who was with us, who shared their case studies, ideas, doubts, and shared hopes. Thank you for placing your trust in our team at ConnectiveOne, our partners at UCCAI, Creative States, and Inweb — and especially to all the participants who chose to be actively involved and engaged.
Many shared discoveries and important transformations lie ahead.
We are shaping the future of Ukrainian service — together with you.
