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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Building trust with customers isn’t just about collecting data – it’s about how and where we choose to invest our time, resources, and strategic focus. The key lies in intentional design, thoughtful customisation, and a long-term commitment to both digital innovation and human connection.

• Design intuitive, self-service journeys that empower users and boost efficiency for teams
• Use AI to enhance digital experiences, with seamless escalation to human support when needed
• Tailor strategies to customer needs, backed by focused investment and long-term commitment

Reserved for Event Partner: Enquire about sponsoring this session!

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 

Jivesh Juneja

Head of Data Products
Nissan Motor Corporation

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Customer feedback lives beyond traditional feedback channels, expressed unprompted across platforms from TikTok to Trustpilot. Capturing and decoding this ambient data offers powerful insight into evolving expectations and emotional signals. By translating sentiment into structured, actionable intelligence, companies can proactively shape experiences that resonate and keep pace with customer needs.

• How can we stop making the customer do the heavy lifting in expressing their needs and frustrations?
• What ambient sentiment exists about our brand, and how can it be turned into structured, actionable insight?
• How do we translate customer emotion and unspoken expectations into experience design which stays ahead of the curve? 

Reserved for Event Partner: Enquire about Sponsoring this Session!

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 continues to shape how we deliver experiences, but current capabilities fall short of full human replacement, particularly in complex and emotionally nuanced roles. The challenge now is to harness AI meaningfully, staying authentic to audiences while enhancing customer outcomes and preserving the irreplaceable human touch.

• Explore the limitations of AI in replacing human roles and why people remain critical in service delivery
• Learn how AI can support cultural relevance and personalised content without compromising brand identity.
• Discover practical ways organisations are implementing AI to improve customer interventions and empower teams 

Reserved for Event Partner: Enquire about Sponsoring this Session!

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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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
• How can AI and machine learning anticipate customer needs in real time and guide adaptive and personalised interventions