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 Chair’s Opening Remarks

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

Anshul Garg, Senior Data Product Owner, Maersk

NATIONWIDE CASE STUDY

10.00 Exclusive Case Study With Nationwide Building Society

Hear how Nationwide have amplified customer-centricity within it’s colleague base by embedding it’s ‘mutual model’ within the very core of its strategy.
From building more meaningful insight, to embedding a customer journey mindset, and encouraging all colleagues to feel what customers feel, this session will cover the steps Nationwide has taken and the benefits it is seeing.

Laura Cain, Head Of Customer Experience, Nationwide Building Society

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