Day 1

In order to deliver meaningful improvements to customer experience, CX leaders require a structured approach to measurement, insight and action. This keynote presentation shares how Holland & Barrett are making targeted and measurable improvements to CX, offering insight into their transformation of the customer experience management process. Learn:

• How to uncover actionable insights by integrating customer feedback with operational metrics
• The value of aligning strategy and KPIs through a central CX dashboard
• How predictive modelling can be used to anticipate and enhance customer experience outcomes 

Lidia Muraveva

Chief Experience Officer
Holland & Barrett

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Following a wave of change in customer expectations, this session takes you inside ASOS’s AI transformation journey — from replacing legacy chatbots to launching an AI agent that blends speed, empathy, and brand voice. Hear how the ASOS and Sierra teams partnered to modernise service operations under ambitious timelines, integrating AI that learns from every interaction and scales across markets.

Key takeaways:

• How ASOS built a roadmap to turn customer service from a cost center into a driver of loyalty and lifetime value

• Lessons learned from migrating off legacy chatbot infrastructure and launching a new AI agent in weeks

• How to balance automation and empathy to create faster, more human experiences at scale

Kiran Uppal

Head of Customer Care Experience & Transformation
ASOS

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Logan Randolph

Head of Expansion
Sierra AI

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Most AI demos look impressive. But in regulated industries and complex business environments - where getting it wrong has real consequences - impressive demos aren't enough.

Robbie Tilleard, General Manager for Lorikeet in EMEA, has worked on some of the earliest practical implementations of AI in finance, healthcare, education, and the public sector across the UK and Europe. He's learned that mainstream AI technologies don't work in demanding environments by default. They have to be thoughtfully architected for compliance, safety, and scale.

At Lorikeet, an AI customer support platform specializing in voice, chat, and email automation, Robbie works with companies that need to deliver 24/7 support that actually resolves issues - not just deflecting them - while meeting enterprise requirements around configuration, security, and auditability.

In this talk, Robbie shares battle-tested lessons from deploying AI in environments that can't afford to fail - the framework you need before you deploy AI at scale in any complex business.

Robbie Tilleard

General Manager | Europe, Middle East, Africa
Lorikeet

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Driving meaningful customer experience requires rethinking organisational structures, empowering teams with actionable data, and embedding customer journey thinking across the business. Bridging the gap between customer insights and operational execution is essential for creating truly customer-obsessed cultures.

• Adopt organisational models that align departments around customer impact
• Strategies for developing frontline capabilities and decentralising decision-making with data-driven support
• How embedding journey thinking and insight-led interventions can drive proactive experience improvements

Charles Dodd

Director of Digital & Commerce
Enterprise Mobility

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An opportunity for you to join a roundtable discussion directly suited to your current position in adopting AI and leveraging its potential. Whether at the beginning of your journey or advanced in your implementation process, there is a discussion group for you to participate in.

AI has been a buzz word around for years and so far, it seems there is a never-ending narrative around how it will transform the world. However, it never quite changes, and it never quite reaches the necessary expectations.

• What are the most impactful AI use cases today and how are they delivering real, measurable value?
• Which AI approaches are cutting through the noise to improve customer experience and outcomes?
• How can we keep AI human-centered while reimagining the end-to-end customer journey? 

Ivanna Pliva

Vice President of Digital Transformation
BNY Mellon

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James Ferguson

Director of Experience Design
OVO

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James O'Connor

Co-Founder & Chief Growth Officer
AmplifyXM

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Following the discussion of the current and future AI landscape, this presentation will offer a deep-dive case study into one AI implementation journey – the ups, the downs, and the key lessons learned.

• How to build a strategic AI roadmap to align implementation with business goals and long-term transformation
• Generating employee buy-in for AI use across the customer journey
• Using AI to consolidate and pull qualitative data to better connect with customers

Alexander Toft

MD International
Moonpig

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