Agenda at a glance

Join us  at  four-time World’s 50 Best Bars award winner, The Langham Artesian Bar

Customer expectations are rising faster than most brands can answer, and AI has changed what “relevant” means. Brett opens the summit with the state of the industry: how decisioning is evolving, what the new standards demand, and why mobile-first experiences and loyalty are now the engine of brand growth and revenue.

Where is personalization actually heading, and what separates the brands getting there from the ones stuck in pilots? Gartner maps the road to 2030: the capabilities, the operating models, and the practical steps toward customer-centric experience orchestration.

Grocery loyalty isn’t won in big moments; it’s won visit by visit. Musgrave shares how it turns high-frequency shopping into lasting customer relationships, and what everyday retail can teach every brand about staying chosen.

For a digital retailer with no stores, the app isn’t a channel; it’s the flagship. Very Group walks through the full journey, from first open to repeat customer, and the mobile marketing decisions that make it work.

Mike shares where Airship is taking outcome-led AI: decisioning that picks the right experience for each customer, in the moment, powered by your data and guided by your goals. Then U-Haul shows what it looks like in production, and the results that follow when customer data and mobile experience become business priorities.

Governance isn’t the brake on AI; done right, it’s what lets you move faster with confidence. A practical session on responsible AI in customer experience: emerging standards like ISO 42001, what compliance actually requires, and how leading brands build trust into AI from the start.