On September 26, the NovaIT team joined the biggest CX event of the year in Ukraine. We’re excited to share key insights from the conference and our vision for the future of customer experience.
About the Event
The 19′ Customer Experience Conference is the only cross-industry CX conference in Ukraine for those who build systematic businesses and drive profit growth through customer experience.
Every year, the event brings together CX leaders, product managers, marketers, and top executives across industries.
This year’s theme — “A System for Profit” — highlighted a holistic approach that unites financial performance, culture, reputation, process optimization, and sustainable development.
Dmytro Romanyuk, CCO of NovaIT, participated in the panel discussion “From Pain to Product: How the Voice of the Customer Drives Innovation and AI Solutions.”
Together with leading industry experts, we explored how to transform customer feedback into concrete business decisions, innovative products, and competitive advantages.
Five Key Topics of the Discussion
- Design Thinking at a Strategic Level
How can companies embed customer-centricity beyond individual projects and make it an integral part of corporate strategy? We discussed tools and methods for integrating design thinking into the DNA of an organization. - Language Analytics: Beyond CRM
What can we learn about customers’ true needs beyond standard CRM systems and satisfaction surveys? Language analytics reveals new insights into customer experience by analyzing conversations, reviews, and behavioral signals. - Voice of Customer in Product Strategy
Practical mechanisms for integrating the Voice of the Customer (VoC) into product development and improvement — from collecting feedback to making strategic decisions. - Culture of Fast Feedback
Why do companies that consistently listen to their customers adapt faster and launch new solutions more efficiently? We reviewed real-world cases of quick responses to market and customer changes. - AI and Language Models in CX Analysis
How modern technologies — including language models and prompt engineering — help detect hidden trends, identify behavioral patterns, and predict customer needs. The discussion featured practical examples of AI-driven CX analysis.
Our Key Takeaways from the Conference
- A systemic approach is the foundation. CX cannot exist as an isolated function within a company — it must permeate every level, from strategy to daily operations.
- Technology amplifies but does not replace empathy. AI and analytics are powerful tools, but they deliver the best results when combined with a human understanding of customer needs.
- Adaptation speed equals competitive advantage. Companies that foster a culture of rapid response to customer feedback gain the ability to stay ahead of the market and shape future trends.
The conference’s core concept brought together the essential components of an effective CX strategy:
💰 Financial performance – proving the ROI of CX investments
👥 Human-centered culture – inside teams and in customer relationships
⭐ Reputation – building long-term partnerships and entering new markets
⚙️ Process optimization – improving operational efficiency
🌱 Sustainable development – ensuring long-term competitiveness
We believe that systematically embedding customer experience and innovative technologies enables companies not just to hear their customers but to effectively act on their needs.
Such an approach drives long-term competitive advantages and creates value for all stakeholders.
A big thank-you to KA Group for hosting a high-quality event and providing a platform to exchange expertise and ideas with Ukraine’s leading CX professionals! 🙌
