Lansing XM Shared Table
Join the monthly meetup of the XMGlobal Collaborative Michigan Chapter in Lansing — a relaxed evening designed for people passionate about Experience Management, customer experience, employee experience, and organizational transformation.
Whether you’re leading XM initiatives, exploring new ideas, or simply looking to connect with others shaping the future of experience, this is your space to exchange perspectives, share local insights, and discuss where the industry is heading.
No presentations. No sales pitches. Just real conversations, fresh ideas, meaningful connections, and a great group of professionals who care deeply about experience.
This is a pay-as-you-go dinner, so simply come hungry for great food and even better conversation.
For our first meetup, we’re inviting participants to help shape the conversation by voting on the evening’s discussion topic using this link: Shared Table Topic Selection
(See discussion Topics Below)
Come for the dialogue. Stay for the community.
Will you be joining us?
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Discussion Topics
The five biggest topics shaping experience management today are centered around AI, personalization, trust, organizational alignment, and measurable business value. These themes are influencing both customer experience (CX) and employee experience (EX) strategies globally.
1. AI-Powered Experience Management
Organizations are rapidly moving from experimenting with AI to embedding it directly into customer and employee journeys. The focus is shifting toward:
Agentic AI and AI copilots
Predictive service and proactive support
Intelligent workflow automation
Real-time journey orchestration
Companies are increasingly using AI not simply to reduce costs, but to improve responsiveness, personalization, and decision-making quality. (CX Today)
Examples include:
AI-driven contact centers
Predictive churn detection
Automated personalization engines
Employee support assistants
2. Hyper-Personalization at Scale
Experience leaders are trying to balance personalization with privacy and trust. The emerging expectation is that organizations understand customer context across channels and interactions.
Current focus areas include:
“Segment of one” marketing
Behavioral personalization
Adaptive onboarding and journeys
Context-aware experiences
Organizations are discovering that meaningful personalization requires connected data, journey intelligence, and repeated engagement rather than isolated interactions. (Adobe Business)
3. Omnichannel and Journey Integration
The conversation has evolved beyond simply offering multiple channels. Today’s priority is seamless journey continuity across digital, physical, and human touchpoints.
This includes:
Connected customer journeys
Unified customer data platforms
Cross-channel orchestration
Integrated service ecosystems
Leading organizations now recognize that customers experience brands as a single journey, not as separate departments or channels. (Deloitte)
4. Trust, Transparency, and Human-Centered Design
As AI adoption increases, trust has become a major experience management issue. Organizations are focusing on:
Ethical AI usage
Transparent data practices
Consent-based personalization
Human-centered automation
Balancing digital efficiency with human empathy
There is growing concern about “over-automation” and the erosion of emotional connection. Many organizations are therefore emphasizing experiences that feel more human, not less. (apizee.com)
5. Linking Experience to Business ROI
One of the biggest shifts in experience management is the demand for measurable commercial impact.
Executives increasingly want experience initiatives tied directly to:
Revenue growth
Retention
Lifetime value
Operational efficiency
Cost reduction
Employee productivity
Experience management is moving away from soft metrics alone (e.g., satisfaction scores) toward financially connected decision frameworks. (CX Today)
Common areas of focus include:
Experience ROI models
Revenue leakage analysis
Journey economics
Predictive churn analytics
Integrated operational + experience metrics
In Short
The field of experience management is shifting from:
reactive → predictive,
siloed → orchestrated,
transactional → relationship-driven,
and qualitative → commercially measurable.
The organizations leading in experience management today are combining AI, customer understanding, cross-functional coordination, and business analytics into unified operating models rather than treating CX or EX as standalone functions.