New, Innovative, Personalised, AI-Smart & Customer-Centric Loyalty, Retention & CRM Strategies
4th Annual One-Day, Industry-Led Conference & Networking Exhibition | London | 23rd April 2026
08.30 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Chair’s Opening Remarks
Will Pearl, Head of Loyalty & CRM, B&Q
INTELLIGENT AUTOMATION & AI INTEGRATION
09.10 Leverage Accessible & Responsible AI To Elevate Customer Engagement & Retention, Drive Operational Efficiency & Deliver Measurable Business Impact Across Every Touchpoint
- Enhance user experiences and build stronger audience connections across every touchpoint with AI that powers tailor-made and personalised communication strategies
- Making AI accessible: Demystify AI, cut through noise, simplify implementation, and unlock early value with practical, business-ready use cases
- Explore where AI delivers true operational value, from intelligent routing to deeper customer insight and how to move from concept to measurable outcomes
- AI with accountability: tackle the critical ethical questions surrounding AI adoption, from responsible use and bias reduction to transparency and long-term trust
ENHANCED CUSTOMER INSIGHTS & PRECISION TARGETING
09.30 Maximise Key Data Insights & Critical Customer Feedback For Enhanced Brand Experiences & Secured Business Success Through Maximised Loyalty
- Do you truly know your customers? How can you action key data insights across channels to create accurate customer segments and deliver hyper-personalised communications?
- Make your mistakes count! Exploit post-purchase customer feedback to identify pain points, improve purchase experiences, and maximise loyalty and retention
- Build consumer trust and amplify retention with customer profiling data that remains sophisticated, secure and compliant, to nurture customer satisfaction and power engagement
Elena Reilly, CX Insights Lead, Entain
