The CX Summit 2021, the first International online conference of Boussias and Marketing Week, took place with great success on Thursday 28 January.

For more than 10 hours, 417 top executives from the global CX community and 23 top speakers from 20 countries gathered to plan the future CX agenda.

It was an info – marathon honorably dedicated to the memory of the great CX expert Tony Hseih, known as Mr. Zappos, who passed away a few months ago.

“Surprise & Delight” moment of the conference was the exclusive interview of Founder & Former President & COO The Ritz Carlton Hotel Group, Founder & Former CEO Capella Hotel Group, Business Leader & Author, Mr. Horst Schulze, legend of the hotel world.

At a conference dedicated to the customer experience, the experience could not be missing. The internationally renowned Greek DJ DINO MFU welcomed the audience with his amazing music, while all Greek participants had a free breakfast delivered at their place.

Greek and foreign speakers presented successful case studies, analyzed the challenges and the possibilities of a successful Customer Experience and gave advice for its best possible implementation.

The attendees also had the opportunity to learn the key elements that influence customer perception, the role of empathy in strengthening the company-customer relationship as well as the changes that companies need to dare. An important part of the agenda was devoted to how the pandemic has transformed CX from Physical to phygital, and the opportunities that arise through this change.

The Conference is the first – of a series of conferences of strategic importance for the country to be held in 2021 – which is part of the global digital transformation. It aims to develop the Greek economy and promote the dynamic presence of Greece in global business scene.

The CX Summit 2021 was held under the auspices of the Hellenic Customer Service Institute and with the scientific support of the Athens University of Economics and Business.

Gold Sponsor was ATCOM and Grand Sponsor was Nimawork. The Sponsors were Cosmote e-value, Dynamic Integrated Solutions, Focus Bari, Pobuca and SATORI Analytics. Exhibitor was the company Krataion Consulting.

Global Partner companies were the following: Voices to Connect, CX Expert Asia, Frontira, Zero In, Quirk’s, real CX and Xmplify. Breakfast was sponsored by Grigoris, Livestreaming was sponsored by Coneq and Translation was sponsored by Interpretit. Our Media Partners were, 360 magazine, cx focus magazine, CXmagazine, DIAS,, news 24/7, epixeiro and Opium Works.

During the conference, the CX Summit 2022 was launched, which will take place on Thursday 27 January 2022.