CX Foresight 2030 Report — Key Insights, Trends & Future CX Scenarios

Про CX Future Lab 2030

On November 13, Kyiv hosted Ukraine’s first foresight laboratory dedicated to the future of customer experience – CX Future Lab 2030. More than 30 top executives and CX leaders from banking, retail, e-commerce, digital products, pharma, and NGOs came together to do what businesses rarely dare to do — look 10–15 years ahead and model the scenarios that will shape markets and customer behavior through 2045.

The event took place in an exceptionally challenging context. Ukrainian businesses today operate at the crossroads of several systemic pressures:

War as a long-term factor is reshaping customer segments and expectations: new groups emerge — veterans, internally displaced people, military families; consumer behavior becomes more pragmatic, focused on survival and local solidarity.
Demographic decline intensifies the labor shortage and radically transforms demand structures.
Technological acceleration is making AI, agentic interfaces, robotics, and automation the new foundation of customer service. Companies that delay CX transformation today risk losing competitiveness within 2–3 years.
Regulatory shifts, driven by EU integration and new data governance rules are becoming a factor of strategic resilience.

Participants completed an 8-hour foresight workshop, analyzed key drivers, and built a comprehensive map of the future CX landscape through 2045, using scenario planning, World Café, trend-scanning cards, and stakeholder matrices (full analysis is available in the Post-Event Report).

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‍CX Foresight 2030

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Про CX Future Lab 2030