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Spotlight on Customer Experience: hybrid event by UBA & Kantar

A benchmark of meaningful difference in CX

During this Spotlight on CX, you will get an exclusive first look at the conclusions of Kantar’s CX Benchmark Study 2026.
For more than 20 years, the CX Benchmark study has set the standard for evaluating customer experiences in France. This year, for the third year running, we are excited to bring this valuable study to Belgium, where we are assessing the quality of customer experience across 77 brands in 11 different sectors.

This is a hybrid session, attend in person or join via live streaming.

English
When 15 June 2026
09:00 - 13:30
Location UBA Buro & Design Center - Room Esplanade
Esplanade 1
1020 Brussels

Introduction

The CX Benchmark study uncovers what it takes to deliver the ultimate customer experience. Three pillars have been identified as crucial:

  • Execution – the functional elements
  • Connection – the on-going relationship
  • Emotion – the more human aspects of such a relationship

Businesses that excel in these three dimensions also create a meaningfully different experience for their customers. This is further supported by Kantar BrandZ learnings, which show that brands are built through experience by consistently delivering on their promise over and over again.

Highlights 

  • Opening keynote: by Customer Experience Enthusiast and Expert Steven van Belleghem.
  • Study Insights: the Kantar Customer Experience Experts will unveil the key findings of the CX Benchmark study 2026, providing you with a comprehensive understanding of the current customer experience landscape.
  • Inspiring Cases: Learn from the real-world experiences of leading brands, who are at the forefront of delivering exceptional customer experiences.

This is a hybrid session: you can join on-site or online with live streaming via Microsoft Teams. A moderator will manage the chatbox to ensure questions from online participants are addressed at the end of the session.

Kindly note that this session will be conducted in English.

Schedule

On Monday 15 June:
9:00 - 9:30

Welcome

9:30 - 10:00
Steven van Belleghem speaker at Nexxworks & Snackbytes

Opening keynote by Steven van Belleghem

10:00 - 11:00
Gino De Vooght Director CX at Kantar Insights NV

Presentation of the CX Benchmark study 2026 and its key insights by Kantar

11:00 - 11:15

Break

11:15 - 12:15

Presentation of 2 CX cases

12:15 - 12:30

Q&A

12:30 - 13:30

Networking moment

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Prices

Free of charge

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