Ian Plummer

As customer journeys become increasingly complex, retailers are under continued pressure to deliver seamless, relevant and intuitive experiences across every touchpoint. AI and data-driven technologies promise to deliver this at scale—but the real question is: how can brands harness these tools without compromising on efficiency, trust, engagement and relevance?

In this keynote, Ian Plummer explores how a major digital marketplace leverages massive data scale to remove consumer friction, empower its retail partners, and build ecosystem trust.

- How utilising a foundation of robust, scaled data allows platforms to move past AI buzzwords and deliver predictable, high-value outcomes.

- Using AI and conversational insights to move beyond rigid search criteria, improving product discovery and connecting buyers with more relevant options faster.

- Empowering the wider ecosystem by translating consumer behavioural insights into intelligent, predictive data tools that help retail partners identify high-intent demand.

- Balancing automated, scalable digital journeys with transparent, low-friction interactions that build long-term consumer confidence and trust.

- Why the future of customer excellence requires industries to break down data silos and embrace collaborative partnerships to keep experiences simple and easy to navigate.