Agenda Day 1

8:00 am - 8:30 am Registration

8:30 am - 8:45 am Welcome & Introduction from the Chair

Vinay Parmar - Managing Director, Customer Whisperers
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Vinay Parmar

Managing Director
Customer Whisperers

8:45 am - 9:30 am FIRESIDE CHAT: What’s Instore For CX? Discussing How To Drive Growth In A Brave New World

Mary Portas - Broadcaster, author, activist and founder of Portas Agency, Portas


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Mary Portas

Broadcaster, author, activist and founder of Portas Agency
Portas

9:30 am - 10:00 am PLENARY PRESENTATION: The Future of Retail Agentic AI, Data, and CDPs for Hyper-Personalised Customer Experiences

Ashwin Basu - Global Account Director, EMEA, Treasure Data


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Ashwin Basu

Global Account Director, EMEA
Treasure Data

Networking Break

10:05 am - 10:35 am One-to-One Business Meetings

10:40 am - 11:10 am One-to-One Business Meetings

10:05 am - 10:35 am THINK TANK: Phygital – Are You Ready? How Retailers Are Reimagining CX Across Digital and Physical Touchpoints


11:15 am - 11:30 am Networking Coffee Break

11:30 am - 12:30 pm PANEL DISCUSSION: The Brand Experience: Defining The Customer Experience In Every Part Of The Customer Journey

Ray Ho - Director of Design, BackMarket
Shilpi Sinha - Head of User Research for Partner Products, LEGO
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Ray Ho

Director of Design
BackMarket

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Shilpi Sinha

Head of User Research for Partner Products
LEGO

Lunch & Networking Break

12:35 pm - 1:05 pm One-to-One Business Meetings

2:05 pm - 2:35 pm One-to-One Business Meetings

2:40 pm - 3:10 pm One-to-One Business Meetings

1:10 pm - 2:00 pm Networking Lunch

2:05 pm - 2:35 pm THINK TANK: Finding Understanding: Unlocking Success With Customer Insights
Diana Zharovskikh - Global Director of Pricing and Category Management, Grocery & Retail, Deliveroo
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Diana Zharovskikh

Global Director of Pricing and Category Management, Grocery & Retail
Deliveroo

3:15 pm - 3:40 pm Structured Networking Session

Maximise your networking ROI in this curated, time-efficient session designed to connect delegates and speakers to discuss shared challenges, goals, and sector priorities. 

Whether you’re looking to benchmark or share experiences, this is your opportunity to make high-impact connections in a focused, fast-paced setting.  Bring your business cards!  

3:40 pm - 4:10 pm PLENARY PRESENTATION: Removing the Barriers to Exceptional CX Performance: Driving Insights with Intelligent VoC Feedback



Networking Break

4:20 pm - 4:50 pm One-to-One Business Meetings

4:55 pm - 5:25 pm One-to-One Business Meetings

5:30 pm - 6:00 pm PLENARY PRESENTATION: Complexity On The Rise: A Direct Line To The Future Of Retail Economics

Richard Lim - Chief Executive, Retail Economics
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Richard Lim

Chief Executive
Retail Economics

6:00 pm - 6:05 pm Chairperson's Closing Remarks

Vinay Parmar - Managing Director, Customer Whisperers
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Vinay Parmar

Managing Director
Customer Whisperers