Agenda Day 2

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

Stijn Bannier

Global Digital Product Director - Ecosystem
Adidas

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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 

Shannon Flanagan

Founder
Retail Women In Tech

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Anu Madhusudan

Vice President, Marketing Transformation
Target

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As AI begins to influence every stage of the customer journey, the rise of agentic commerce - where AI actively shapes product discovery, recommendations, and search outcomes - presents both a challenge and an opportunity for brands.

From GEO to AI-driven content delivery, retailers are grappling with how to maintain visibility, ensure brand accuracy and influence AI intermediaries.

• Navigating the transition from traditional search to AI-guided discovery and purchasing paths

• Rationalizing data and insight streams to clarify which signals actually influence AI agents so you can drive visibility and ensure your brand is represented accurately to and by AI intermediaries

• Evolving SEO into GEO by optimizing and updating brand and product data for AI and search engine discovery to drive maximum profitability

• Uncovering tried and tested techniques for staying visible, measurable and differentiated as discovery begins to increasingly occur outside of brand eco-systems

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?

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

Marco Carrucciu

Vice President Marketing
TradeStation

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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

Khurram Noor

Vice President of Customer Facing Systems
Avolta

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Megan Murray

Vice President, Events and In-Store Experience
Ulta Beauty

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