Matt Walburn

Customer Executive Director of Marketing and E-Commerce A.S. Watson UK Superdrug Savers

Agenda Day 1

5:25 PM Turning First Party Data into Customer Intelligence to Uncover Friction Points, Personalise Experiences & Strengthen Loyalty

Retailers are rich in first-party data but poor in customer intelligence.

Signals from surveys, reviews, service interactions, and social channels often sit in siloes - analysed in isolation and rarely translated into action. This

session explores how brands can unify fragmented feedback into a single intelligence layer that reveals real customer needs, exposes friction across

the journey, and powers personalisation that strengthens loyalty and makes retention faster and more cost-effective.

• Uncovering how to consolidate and automate feedback from multiple first-party sources to create a unified view of customer needs and friction points

• Leveraging categorisation, tagging and pattern recognition to separate noise from high-impact issues at an individual and cohort level

• Turning customer intelligence into clear, cross-functional actions that improve experiences, deepen loyalty and drive measurable change

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

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