In a world where AI is transforming how brands are discovered, evaluated and chosen, how do we ensure that technology enhances rather than erodes the experiences that build lasting customer loyalty?

Craig Inglis, our Global Chair, will set the scene exploring how AI and large language models are changing marketing and brand visibility. He'll be joined by Peter Cross, customer behaviour expert, retail consultant and author of Start with the Customer, for a candid conversation about what customers expect today and what it takes to deliver world-class experience in an age of automation. 

They’ll cover: 

How the rise of agentic AI is reshaping the customer journey and what that means for marketers Why the balance between automation and human service is one of the defining tensions of our time Why employee experience and customer experience are two sides of the same coin How understanding customer feelings, not just customer data, remains at the heart of great brands

Then we’ll move to a live, interactive discussion giving Members the chance to share ideas, hear different perspectives and explore what changing customer expectations and emerging technologies mean for their own organisations.