Unlock Ever-Changing Insights Into Consumer Habits & Demographics To Power New AI & Tech Applications & Next-Gen, Hyper Personalised Customer Journeys
Refine Your Customer Experience Strategies For Maximum Engagement, Impact & Profit
08.30 Registration & Informal Networking
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Andrew Fox, Head of Marketing, Aviva
Faye Bailey, CX Assurance Manager, Group Support Centre, Halfords
ACTIONABLE AI – PANEL
Move Past The Theory Of AI & Automation With Proven, Practical & Powerful Insights For Effort-Saving But Effective CX Strategies With Impact
- How can you strike the right balance between AI efficiencies and human empathy in customer interactions?
- Lessons learned… what AI initiatives didn’t work as expected and what lessons can other organisations learn from these experiences?
- How can you create seamless AI-powered experiences across all customer touchpoints and channels?
- How can you implement AI in customer experience while meeting ethical standards and regulatory requirements?
Zeke Wu, Global CRM Program Manager, Nissan Motor Corporation
Gan Zhang, Data Product Manager, National Grid
Giulia van den Winkel, Conversation Designer, GetYourGuide
Neil Silverstein, Head of Technology Customer Services, Specsavers
Eifion Lloyd, Senior Manager – Customer Enablement & Strategy, Openreach
Tammy Martin, Head of Connected Customer Xperience, NatWest Group
CUSTOMER EXPECTATIONS IN 2026 & BEYOND – PANEL
FUTURE-PROOF OR FALL BEHIND
09.10 Anticipate Tomorrow’s Customer Demands With Agile, Insight-Driven CX Strategies Today
- Are you ready for what’s next in CX? How are you anticipating evolving customer expectations, from shifting loyalty drivers to demands for seamless, cross-channel experiences?
- What emerging tech is worth your investment? Can you distinguish between hype and truly transformative tools like AI and predictive analytics to future-proof your CX strategy?
- How are leading brands building agile CX operations that not only withstand disruption but prove CX’s value as a strategic, revenue-generating force at board level?
Ron Sachs, Commercial Director Deliveroo Shopping, Deliveroo
Alexandra Barkshire, Director, CX Development & Insights, Mandarin Oriental Hotel Group
Louise Seston, Head of Marketing, Healthcare, Boots UK
Sam White, MD Head of SME Business Banking, Barclays
