Customers are increasingly aware of their digital footprint, and with this awareness comes a growing expectation for responsible data handling. The rise of personalised experiences, while incredibly powerful, has also introduced a significant ethical challenge: how can we use data to deliver relevant individual experiences without jeopardising consumer trust?

This panel discussion will tackle the pressing need for marketers to strike a balance between the potential of personalisation and the crucial importance of ethical practices.

Our expert key opinion leaders will offer practical insights for building a future of trusted personalisation, focusing on:

• Cultivate value-led engagement: Discover how aligning your data practices with customer values fosters deeper trust and stronger relationships.

• Master transparent & fair data practices: Learn practical strategies for communicating data usage clearly and ensuring equitable treatment of

customer information.

• Transform ethics into a loyalty & reputation advantage: Understand how prioritising ethical data stewardship becomes a powerful differentiator, driving

brand loyalty and enhancing reputation.

Aswin Peter

Product Lead - Payments Strategy & Customer Experience - Energy Platforms
British Gas

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Hazem El Taha

Global Head of MarTech
HSBC.

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Antonio Pellegrino

Principle CVM MarTech Enterprise Architect
Vodafone

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Customer expectations have evolved. They no longer just want personalised experiences; they demand relevant experiences, delivered at the exact moment of need. This is the power of real-time data activation.In fact, companies leveraging real-time data analytics see an average 25% increase in customer acquisition and retention. Lloyds Bank is harnessing this power to elevate customer satisfaction and drive engagement. The ambition at Lloyds Bank is to design seamless and intuitive customer journeys across all touchpoints.

The challenge? Ensuring that the context of a customer’s interaction is immediately understood and acted upon. Legacy infrastructure, data fragmentation and governance concerns make real-time activation difficult to implement at scale.

Join us to learn how Lloyds Banking Group is shifting from a channel-centric view to customer-centric orchestration, ensuring that actions taken in one channel inform and enhance experiences in another. This session will explore how to move from batch-based strategies to real-time CX, focusing on:

• Architecting for real-time: Building modern data infrastructure that supports streaming ingestion, low-latency processing, and in-the-moment decisioning.

• From segments to signals: Techniques to evolve from pre-defined customer segments to using real-time behavioral triggers.

• Enabling cross-functional collaboration: Frameworks for aligning IT,marketing, and analytics teams to operationalisereal-time capabilities

George Cairns

Head of Product Personalisation
Lloyds Banking Group

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Before adopting a Customer Data Platform, Nissan operated in silos. CRM sat apart from the website, the website from advertising, and there was no single customer view. The website functioned largely as a brochure, offering the same experience to everyone, whether they were a first-time buyer, a loyal repurchaser, or a customer booking a routine vehicle service.

In this session, discover how Nissan implemented a CDP to unify online and offline data, create meaningful segments, and deliver real-time personalisation across channels. The results speak for themselves: five times higher lead conversion, double the engagement on repurchase campaigns, and payback achieved in under 12 months.

Today, Nissan is scaling its CDP globally. The next frontier is AI-driven decisioning.

Join this session to explore:

• How to unify data and build a single customer view

• Why focusing on journeys, not channels, delivers impact

• Why organisational alignment matters as much as the technology

Jivesh Juneja

Head of Data Products
Nissan Motor Corporation

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This session challenges the long-standing misconception that CRM is simply the engine behind email automation. Instead, it reframes CRM as the critical connector between a brand’s promise and its customers, grounded in real human behaviour, organisational readiness, and value-led technology choices. Drawing on real-world case studies across retail, subscription services, and luxury brands, the session illustrates why effective CRM requires a deeper understanding of customer intent, context, and psychology—far beyond the limits of digital behavioural data alone.

Attendees will learn how “thick data,” environmental context, human processes, and behavioural science underpin meaningful customer experiences. The talk introduces the DEPTH framework, a structured method for elevating CRM from a channel function to a strategic growth driver. The session concludes by highlighting the industry’s biggest gap: not technology or data, but the capability of teams to interpret, operationalise, and activate CRM insight at scale.

KEY TAKEAWAYS

• CRM must be redefined as a strategic function—not a channel—by integrating data, context, behavioural insight and organisational readiness to deliver customer value.

• Effective personalisation requires moving beyond ‘thin’ digital signals to understand customer intent, environmental context, and real human drivers.

• Technology adoption succeeds when teams, processes, and ownership are aligned; organisations unlock value not through new platforms, but through people who know how to use them

Gianfranco Cuzziol

Former Business Lead (Head of Customer)
Dr Martens

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Bombarded with messages and choices, customers have less time and are focused on finding value in new ways. Increasingly, they trust retailers who help them navigate, inspire, and deliver value in a personalised way.

Loyalty is becoming the strategy that enables retailers to truly know and engage customers throughout the journey and beyond. Personalisation makes this relevant to the individual - but how do you start and what does success look like?

Key takeaways:

• Where does experience matter in today’s value-driven retail landscape, and how does personalised loyalty strike the right balance?
• What must personalisation deliver to bring this to life in complex omnichannel retail?
• What are the building blocks - and what does “good” look like?

Richard Dawson

Head of Loyalty & Personalisation Consulting
Dunnhumby

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Today, 79% of companies face rising demands for personalization and high-quality interactions, while 70% struggle with poor satisfaction levels. In response, CX leaders are prioritizing new technologies and interaction models.

Over the next few years, the focus will be on proactive service that prevents issues before they arise, personalized interactions at scale, intelligent automation, and seamless omnichannel journeys. Agentic AI, Voice AI, and omnichannel orchestration are reshaping the future of customer experience.

We now have intelligent agents capable of making real-time decisions and continuously optimizing outcomes. Alongside this, Voice AI is emerging as the most natural interaction channel. Moving beyond complex pipelines that convert speech to text and back, Tata Communications’ native speech-to-speech model ensures fluid conversations with minimal latency, preserving both context and emotion.

All of this fits into an evolutionary framework that moves from human-led interactions to AI augmentation, controlled automation, and ultimately full autonomy—with the ultimate goal of achieving hyper-personalization at scale.

Valeria Magoni

Go To Market Director, Kaleyra.AI
Tata communications

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AI-driven personalisation has demonstrated unprecedented opportunities. By leveraging Generative AI organisations can manage vast datasets in real time, identifying customer needs and behaviors. This enables CX and marketing leaders to anticipate trends and deliver solutions that resonate deeply with their audiences. In practice, this means moving beyond traditional customer segmentation to true individualisation. However, these advancements come with a mandate: to balance innovation with ethics, scale with transparency, and efficiency with humanity. Ultimately, it’s not just about buying technology: it’s about buying outcomes that enhance customer experiences.

Join this panel discussion as we explore the foundational elements businesses need to achieve personalised experiences at scale through AI. We’ll discuss crucial considerations for ensuring ethical and transparent personalisation that delivers real value, enhances customer loyalty, and increases lifetime value.

Key discussion points will include:

• Invest in continuous iteration: AI-driven personalisation needs constant fine-tuning to remain effective in rapidly changing markets.
• Aligning AI-driven personalisation with strategic goals: Leaders must ask: How are we using AI-driven personalisation to not only meet customer needs but redefine success?·
• Balance technology and human insight: The most effective personalisation strategies combine AI-driven insights with human expertise

Janis Thomas

Managing Director
Look Fabulous Forever

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Emmanuelle Savarit

Head of User Research (Global)
JustEat Takeaway.com

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Curig Johnston

Former Director of Base Value & Personalisation
EE

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As brands strive to deliver tailored experiences, the integration of AI in predictive analytics has emerged as a game-changer, enabling marketers to anticipate customer needs and behaviours with unprecedented accuracy. As a result, the question isn’t whether to adopt AI but how to integrate it meaningfully across the entire CRM lifecycle.

In this session, our panel of key opinion leaders discusses how AI and ML are reshaping customer experiences by enabling brands to move from reactive engagement to proactive, predictive personalisation at scale.

Key discussion areas include:

• Dynamically adapting customer journeys using real-time behavioural signals

• Core capabilities required for leveraging streaming and contextual data

• Addressing challenges around data latency and system responsiveness

Nessa O’Gorman

Director, Product Management
Expedia

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Zeke Zhiqian Wu

Global CRM Program Manager
Nissan Motor Corporation

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Over the past year, Le Chameau has transformed its customer communication strategy, moving beyond industry buzzwords to focus on actionable personalisation techniques that deliver tangible business results. By deeply analysing how they connect with their customer base, Le Chameau implemented a new approach that prioritised functional efficiency and profitability.

This strategic shift led to an astounding 3,600% increase in email productivity by personalising both the timing and content of their communications based on customer intent. Ultimately, this focus on the full customer lifecycle, from onboarding to retention, has driven a remarkable 62% increase in lifetime customer value over the last 12 months, along with an 80% retention rate of new customers.

Join this session to discover how Le Chameau redefined its personalisation strategy to achieve such impressive outcomes.

We’ll cover key topics, including:

• Mapping tailored tactics to each customer lifecycle phase

• Implementing triggered communications and nudges that boost retention

• Effectively measuring the impact on customer loyalty, lifetime

value and churn

Aaron Smedley

Chief Digital & Marketing Officer
Le Chameau

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AI Chatbots have caused mass market disruption and a complete breakdown of the control structures that marketers have built their businesses around over the last quarter of a century. How do you recognise, embrace and take advantage of change? In this talk Charlie Bell, a content strategy veteran of 25+ years, will look at how Control Collapse has historically manifested itself and how to learn from the lessons of the past. A wise man once said the best time to plant a tree was 20 years ago, the second best time is today.

Charlie Bell

Senior Director of Solution Engineering
Contentful

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