Omnichannel Marketing, CX & Loyalty

• Reimagining CX strategy in a world shaped by AI, automation, and real-time customer expectations
• How to align data, technology, and organizational culture around a unified customer vision
• Balancing efficiency, personalisation, and empathy to protect brand trust
• How to govern data usage, AI decisioning, and customer consent at scale
• Explore the capabilities and operating models that will shape leading CX organisations by 2028

• Review how brands unify email, SMS, chat, social, and commerce into seamless journeys
• Explore how CDPs and real-time data enable connected customer profiles
• Examine how AI powers journey prediction and next-best-action modeling
• Understand how brands balance automation and human intervention
• Discuss how orchestration drives consistency, relevance, and loyalty

• Discover why luxury customers who are actively enrolled in your loyalty programme are your most valuable digital asset – and what that means for where you focus your retention and direct channel investment
• Learn practical tactics to grow your loyalty database online and offline, and why getting your direct channel conditions right is what makes members choose you over every alternative
• Understand how 1st-party data from your highest-value customers can reduce wasted media spend, improve targeting precision, and lower the cost of acquiring customers
• Explore case studies from luxury hospitality with practical takeaways based on Accor Luxury Brands

• Personalisation strategies driving retention, repeat purchase, and customer lifetime value
• Behavioral and transactional signals powering predictive loyalty programs
• Loyalty experiences integrating commerce, content, and rewards across channels
• AI-driven recommendations and real-time engagement shaping customer behavior
• Customer-centric lifecycle marketing as the engine of sustainable long-term growth

In a climate where marketing teams are under pressure to prove value, growth is no longer only about bigger budgets. The brands that win will be those that use every existing penny more intelligently, connecting investment decisions to measurable impact, stronger accountability and more efficient growth.

• Explore how ROI modelling can help brands make smarter decisions across markets, channels and campaigns
• Discover how marketing, finance and commercial teams can align around shared effectiveness metrics
• See how brands can identify where value is being created, lost or underused across the marketing mix

• Marketplace platforms as engines of discovery, conversion, and brand visibility
• Product data, pricing, and retail media strategies shaping competitive advantage
• Balancing performance, profitability, and brand consistency across multiple marketplaces
• AI-driven insights optimising inventory, bidding, and algorithm responsiveness
• Connected commerce strategies unlocking scalable and sustainable growth