Deliver Stand-Out CX That Converts, Retains & Delights:
Insight-Led Customer Experience Strategies Which Harness AI-Driven Innovation, Hyper-Personalisation & Seamless Journeys To Win Loyalty, Deepen Engagement & Accelerate Growth
A One-Day, Industry-Led Conference & Networking Exhibition, Manchester, 11th November 2025
08.30 Registration, Informal Networking & GIC Opening Remarks
OPENING REMARKS
09.00 Morning Co-Chairs’ Opening Remarks
Matt Lovell, Group Director Of Data & AI, JD Sports
Isobel Crosse, Head Of Financial Care, Santander
SMARTER TECH, SMOOTHER JOURNEYS
09.10 Cut Through The Hype & Deliver Seamless, Human-Centric CX With Smart, Strategic Tech Implementation That Elevates Every Stage Of The Customer Journey
- Shift from pilot projects to full-scale implementation of AI and automation tools that actively reduce service wait times and improve resolution rates
- Tap into real-time sentiment analysis and behavioural data to trigger more responsive, adaptive journeys tailored to individual customer needs
- Free up frontline staff with intelligent automation that handles repetitive tasks, allowing teams to focus on high-value, relationship-building moments
- Integrate emerging tools like conversational AI, intelligent search, and predictive service routing to transform experience delivery across digital and voice channels
Derek Shanks, Head Of Digital Technology For Insurance, Pensions & Investments, Lloyds Banking Group
AI, AUTOMATION, & EMERGING TECH
PANEL Q&A
09.30 From Hype To Hands-On, Unlock Scalable, Strategic Value From AI, Automation & Tech Innovation Across The Customer Journey
- Explore how CX leaders are integrating AI and automation into live customer journeys to enhance responsiveness, efficiencies, and customer satisfaction
- Identify the real business value behind trending tools – what’s delivering clear ROI versus what’s just noise?
- Scale innovation responsibly with cost-effective use cases for both lean teams and enterprise-level CX strategies
- Hear how your peers are futureproofing CX by embedding emerging tech into their long-term strategy – not just their short-term fixes
Suraj Nagaraj, Head Of Product – Loyalty & Support, Tesco PLC
Derek Shanks, Head Of Digital Technology For Insurance, Pensions & Investments, Lloyds Banking Group
Dan Scott, Associate Director, Region Europe A.I, Novartis
TURNING INSIGHT INTO ACTION
10.00 Transform Raw Data Into High-Impact CX Strategies That Drive Loyalty, Boost Performance & Deliver Real-World Business Outcomes
- Convert insight into impact by embedding data into every stage of the CX lifecycle, from strategy and design to execution and refinement
- Identify which insights truly move the needle and make sure you are focusing on the metrics that directly influence conversion, satisfaction, and long-term loyalty
- Activate insight in real time to anticipate customer needs, reduce friction and exceed expectations across channels
- Use behavioural, transactional and feedback data to fine-tune journeys and deliver hyper-relevant experiences at scale
Radharaman (Rad) Jha, Vice President Supply Chain, Flaconi
TO VIEW THE FULL PROGRAMME PLEASE ENTER YOUR DETAILS BELOW
At Global Insight Conferences, we have exciting offers and news about our upcoming events that we hope you’d like to hear about! We will use your information to predict what you might be interested in. We will treat your data with respect and you can find the details of our privacy policy here. You can stop receiving our updates at any time.
Please remember to check your junk folder for the brochure – and add @gicconferences.com to your safe senders list.