The Personalisation Paradox
Delivering AI Powered Relevance Without Intrusion

3 - 4 November 2026 | Hilton Kensington, London

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Tom Newbury

Director, CRM Ticketmaster

Conference Day One - Tuesday 3rd November

12:00 PM GROUP E: When AI Gets It Wrong - The Accountability Gap in Automated Personalisation

Interrogating who takes responsibility when algorithms misfire, create bias, or damage customer trust and whether current governance models are fit for purpose.

Check out the incredible speaker line-up to see who will be joining Tom.

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