Reimagine CX With Intelligent AI, Smarter Data, Seamless Journeys & Human-Led Innovation To Drive Loyalty & Commercial Value
08.30 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Sharon Braude, Global Group Director Marketing Technology, Virgin Active
Mark Brayton, Branch Network Director, Nationwide Building Society
BEYOND THE AI HYPE: IMPLEMENTING INNOVATION THAT DELIVERS ROI FOR CX
NEW FOR 2027
09.10 Move Beyond Experimentation To Identify Proven AI Use Cases, Scale Responsible Innovation & Deliver Measurable Efficiencies & Commercial Performance
- How can organisations identify the AI use cases delivering genuine value, learn from successful implementations, and move beyond experimentation to demonstrate measurable ROI?
- Leverage AI to unite customer feedback, CRM, behavioural, and operational data to generate faster, richer insight and identify emerging needs?
- What governance, guardrails, and testing frameworks are needed to manage bias, reliability, and risk while giving teams the freedom to experiment and scale what works?
- From reactive to proactive CX: using AI and agentic capabilities to anticipate customer needs, empower teams, and deliver more proactive experiences
Annel Duckles, Associate Director, Worldwide Commercialisation Platforms Skills Development, Bristol Myers Squibb
STOP MAKING CUSTOMERS WORK: DESIGNING SEAMLESS CUSTOMER JOURNEYS
PANEL Q&A
09.30 Connecting End-To-End Customer Journeys, Breaking Down Functional Silos & Removing Barriers To Deliver Seamless Experiences, Strengthen Loyalty & Maximise Long-Term Customer Value
- Measuring the end-to-end journey: how can organisations move beyond isolated touchpoints to connect journey metrics, NPS, CSAT, and customer feedback and understand the true performance of the customer experience?
- Removing friction across the journey: how can brands identify pain points, barriers, and unnecessary complexity across the customer journey and create simpler, more seamless experiences?
- How can brands create seamless and relevant customer journeys from acquisition through to retention and ongoing engagement to strengthen loyalty, maximise customer lifetime value, and minimise churn and re-acquisition costs?
- Customer journey ownership: how can we break down functional silos, create clear cross-functional accountability along the end-to-end journey, and ensure every team contributes to a consistent customer experience?
David Norris, Chief Strategy and Growth Officer, Holiday Extras
Sean Carrigan, Head of Membership & Loyalty, ATG Entertainment
Nessa O’Gorman, Director, Product Management, Expedia Group
WINNING CX BUY-IN: GETTING SENIOR STAKEHOLDERS ON BOARD
FIRESIDE CHAT | NEW FOR 2027
10.00 Transform Customer Journey Insight Into Compelling Business Cases, Demonstrate Commercial & Operational Impact & Secure Senior Stakeholder Buy-In To Drive Meaningful CX Change
- Mobilising your organisation: how can CX leaders bring senior stakeholders together around shared priorities, influence decision-making and turn customer insight into coordinated action across the business?
- How can you move beyond individual customer journeys to understand the wider operational impact of customer pain points and build a compelling case for change?
- Proving value! How can CX teams translate customer intelligence into measurable business outcomes, from improving operational efficiency and reducing cost to serve to demonstrating ROI and securing investment?
Peter Freeman, Retention Director , Eyr Holistic
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