Agenda Day 2
8:00 am - 8:30 am
Breakfast & Networking
8:30 am - 8:40 am
Chair's Opening Remarks
Bill Staikos -
Chief Customer Officer,
Be Customer Led
8:40 am - 9:10 am
Keynote Presentation: Unifying the Customer Journey: Shared CX Ownership Across Adidas’ Global Ecosystem
Stijn Bannier -
Global Digital Product Director - Ecosystem,
Adidas
CX often exists in silos, and when budgets are tight, it is frequently the first function to lose priority. A truly customer-obsessed culture doesn't happen by accident—it must be modeled, reinforced, and operationalized across the entire business fabric.
For a global giant like adidas, this challenge is multiplied across diverse regional markets. So, how do you create a unified, customer-centric culture with C-suite backing while scaling operations globally?
• Uncovering tried-and-tested techniques for breaking down traditional silos by connecting an overarching global strategy with local service precision.
• Discovering how adidas utilizes AI not just as a support tool, but as a cross-functional bridge
• Aligning digital product, design and tech, retail, and operational teams around shared ownership of the customer journey to drive measurable lifetime value
9:10 am - 9:40 am
Sponsor Presentation: Threat to the Customer Journey or a New Opportunity? Agentic Commerce
Seamless AI transformation doesn't happen by accident. It's the result of clear strategy, processes and organization-wide buy-in.
Every CX leader has lived this moment: customers are telling you something is broken: a returns process that's cumbersome and slow, say. Leadership agrees it should be fixed. There's no argument, no resistance. It gets prioritized.
And then, somehow, it still doesn't move.
Agreement is the easy part. It costs nothing to nod at a real problem. What's missing in most organizations isn't more consensus, it's someone operating the space between the "yes" and the fix: building the case, attaching a cost to inaction, keeping the decision alive until it's actually funded and built.
Join this interactive discussion to explore:
- Why "everyone agreed" is not the same as "someone's operating it"
- A real example of a customer problem everyone agreed on, and what it took to carry it from agreement to execution
- What it looks like for CX to operate a decision, not just advocate for it
- Where AI helps build the case faster, and where the follow-through stays entirely human
11:30 am - 12:00 pm
Panel Discussion: Simplifying Tech Stacks to Drive Adoption and Boost Company-Wide CX Efficiency
Shannon Flanagan -
Founder,
Retail Women In Tech
Anu Madhusudan - Vice President, Marketing Transformation, Target
Sharat Dwibhasi - Associate Director of AI, Growth & Commerce Strategy, Chewy
With an influx of shiny, new tools that promise to solve your biggest CX and unified commerce challenges, upgrading your tech stack often seems like
12:00 pm - 12:30 pm
Sponsor Presentation: Encouraging Repeat Engagement with Loyalty Programs to Ensure Retention & ROI
As customer wallets fill with loyalty cards, the meaning of 'loyalty' has become synonymous with discounts. But with every retailer vying for a share of shrinking wallets, it is more important than ever to understand what drives true loyalty, beyond a sign up to an app.
• Uncovering the value proposition of loyalty programs for customers so you can implement initiatives that drive true loyalty
• How can you use existing data more intelligently to uncover simple, actionable improvements to loyalty programs to drive retention without major spend?
• How do you ensure that loyalty programs actually drive repeat engagement?
1:05 pm - 2:00 pm
Networking Lunch
How are leading organizations are leveraging generative AI, data intelligence, and automation to drive greater efficiency, improve decisionmaking, and deliver personalized customer experiences at scale?
Explore practical strategies, lessons learned, and emerging opportunities to maximize impact while controlling costs.
• Identify high-impact GenAI and automation use cases that reduce operational spend and improve business outcomes.
• Explore how unified data strategies enable more relevant, real-time personalization across customer touchpoints.
• Share best practices for balancing innovation, governance, and measurable ROI as AI adoption scales.
2:40 pm - 3:10 pm
Presentation: Harnessing Data to Drive Loyalty Through Personalized Engagement at Scale
Prakash Hariharabalan -
Senior Director of Marketing Analytics (AI and Innovation),
Signet Jewellers
With markets tightening and every brand vying for a share of shrinking wallets, personalized engagement has created the latest competitive advantage.
Financial services firms have long relied on customer data, behavioral insights and real-time engagement to build trust, loyalty and retention.
In this session, hear lessons from an industry that has been navigating personalization for years, and explore how retailers can apply these approaches responsibly, transparently and sustainably.
• Building strong, secure customer datasets to enable more precise personalization
• Using first-party data transparently and ethically to make personalization feel hyper relevant without being intrusive
• Avoiding over-segmentation to ensure experiences feel natural, human and easy to navigate
• Scaling personalization across geographies: delivering contextually relevant messaging across regions without adding operational complexity
Prakash Hariharabalan
Senior Director of Marketing Analytics (AI and Innovation)Signet Jewellers
3:10 pm - 3:40 pm
Presentation: Stand Out or Lose Out - Driving Loyalty Through Differentiated Experiences in Physical Retail
Megan Murray -
Vice President, Events and In-Store Experience,
Ulta Beauty
In a world where digital convenience is the norm, physical retail must do more than simply exist - it must stand out.
From innovative in-store experiences that spark curiosity and engagement, to simple but powerful improvements that remove friction, this session
explores how retailers can create differentiated, experience-led journeys that not only drive footfall, but build lasting customer loyalty.
• Thinking outside of the box: creating new and unique in-store experiences that drive footfall and memorability
• Uncovering more simple differentiations, such as reduced queues and smarter checkouts, that reduce friction and lift for customers
• Translating exceptional in-store experiences across other channels to maximize impact and marketing budget
