Agenda Day 1

Customer expectations are evolving faster than ever, and retail leaders must find ways to embed customer-centric thinking across every function of the business. While new technologies are creating opportunities to improve efficiency, personalisation and decision-making, long-term success depends on balancing innovation with the human judgement, empathy and trust that customers value most.

• Build a truly customer-centric organisation by combining data-driven insights with human understanding to improve decision-making and customer outcomes

• Empower teams across the business to anticipate customer needs, personalise experiences and remove friction before it impacts loyalty

• Increase speed, consistency and operational efficiency while preserving the trust, empathy and accountability that strengthen customer relationships

David Rissmann

Head of Strategy & Chief of Staff
Flaconi GmbH

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Customers expect service that feels personal, immediate and easy, but scaling that level of support through people alone is increasingly difficult. AI is creating new ways for retailers to extend the reach of service teams, personalise interactions and improve loyalty while keeping cost-to-serve under control.

• Extend the reach of service teams with AI that delivers more personal experiences while keeping costs under control

• Equip employees with real-time customer context to sharpen decisions and make every interaction more relevant

• Streamline repetitive service tasks so employees can focus on complex, emotional or high-value customer interactions

For premium and high-end brands, the customer experience is not simply a transaction to be made faster. Customers expect personal recognition, emotional connection and service tailored to the importance of the moment. While AI can equip employees with faster insights and remove friction behind the scenes, using it in the wrong interaction risks making an exclusive experience feel automated, impersonal and ordinary.

• Could human service become a stronger competitive advantage as AI driven experiences become increasingly similar?

• Which moments in a premium customer journey lose their value when they are automated, even if AI can deliver them faster?

• Does offering customers a choice between immediate AI support and slower human assistance strengthen trust, or expose gaps in the service model?

Helene Goetzelmann

VP Client Experience
L'OCCITANE Group

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Nathanja Roemer

Global Head of Customer Experience
Mytheresa

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Discover how customer service was transformed at BESTSECRET through a complete organisational redesign, replacing legacy roles with AI, analytics and process management capabilities. By combining the right level of AI autonomy with clear ownership, oversight and feedback loops, the team increased fully automated interactions from 0% to 40%, significantly improved CSAT, reduced costs, and maintained high employee engagement throughout the transformation.

• Learn how to redesign customer service teams and capabilities to maximise the value of AI while maintaining the right level of human oversight.

• Understand how clear ownership, governance and feedback mechanisms help ensure AI delivers consistent quality and business value.

• Discover how to increase automation to improve customer satisfaction and reduce costs while keeping employee engagement high.

Elzbieta Bogatko

VP Customer Service
BestSecret Group

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Customer feedback is often collected faster than organisations can act on it, leaving recurring service issues unresolved and customers uncertain whether their voice has made a difference. Connecting comments, reviews, complaints and service data with the teams responsible for change can accelerate improvements, reduce repeated problems and demonstrate that customer feedback leads to visible action.

• Turn recurring themes across comments, complaints and reviews into clear priorities for action

• Use AI to analyse high volumes of feedback faster and identify emerging service issues before they escalate

• Show customers how their feedback has influenced visible improvements, strengthening trust and engagement

Tight budget and competing priorities are putting pressure on CX leaders to show how investments in experience, service and loyalty contribute to commercial performance. Demonstrating its impact on retention, revenue, lifetime value and cost efficiency is critical to proving value to leadership and long-term customer-centric investment.

• Where is the clearest link between CX, service and loyalty performance and outcomes such as revenue, retention and cost efficiency?

• How can customer outcomes be translated into the commercial languages needed to win over senior leaders, finance teams and boards?

• Does the traditional CX business case remain strong enough when competing against other strategic priorities for investment?

Alessandra Bosco

Director Brand eCommerce
11teamsports

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Natalia Hammond

Head of Business Development
vintage.com

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Nerea Caballero

Head of Customer Service Southern Europe
ODEON Cinemas Group

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Automating the analysis of feedback, reviews, service interactions and behavioural data can help CX teams identify emerging issues and priorities faster. Reducing the time spent processing data allows teams to spend more of their time on higher-value work, fixing customer journeys, improving service and turning insight into measurable CX action.

• Automate feedback processing across every channel to give CX teams more time to fix journeys and improve customer outcomes

• Detect emerging customer issues earlier to prevent isolated problems from becoming widespread experience failures

• Automatically create a continuous cross-channel view that enables faster, better-informed CX decisions

Marie-Laëtitia Brunet

Group Customer Experience Director
Euromaster

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