Agenda

9:30 – 10:30

Registration & Networking Breakfast

Join us on level 34 of the Shangri-La Hotel at The Shard to grab your badge from the team, enjoy some breakfast and settle in for a great day of content!

10:30 – 10:40

Welcome & Introduction

An introduction from Brett Caine, CEO and Maria Robinson, CMO at Airship, to set the stage for a day of fresh perspectives, practical insights, and connections. 

10:40 – 11:25

The Experiential Economy: Crafting the AI-Native Customer Journey

An exploration of how AI is transforming business models, customer experiences, and team dynamics in the experiential economy, including:

  • The rise of AI-native enterprises and the shift from search to answer generation
  • Hyper-personalization at scale, from a “segment of one” to a “moment of one”
  • Generative AI as a creative co-pilot for marketers and product owners

Tom Mason, Applied AI, Office of the CTO

11:45 – 12:15

Data-Driven Customer Engagement with Piano & RCS MediaGroup

Hear from Piano and RCS Media Group on how one of Europe’s leading publishers is transforming audience relationships through personalized content and digital innovation.

12:15 – 13:00

Customer Experience Panel

Join us for a customer experience masterclass with leaders driving innovation in their brands. Gain insights into the strategies, challenges and opportunities shaping the future of customer engagement.

Brendan Coelho, VP of Global CRM, DAZN

Mark Shannon, Head of Digital Products, DP World Tour (PGA European Tour Group)

Kristóf Fischer, Chief Digital Officer, One Hungary

Vibby Raj, CRM Director, bp pulse

13:00 – 14:00

Networking Lunch

14:00 – 14:25

Creating a Seamless Customer Journey: A Personalized and “Phygital” Approach

How to connect physical and digital touchpoints with data, collaboration, and AI for truly seamless customer experiences.

Francesca Berretti, Head of CRM & Omnichannel Customer Engagement​, Luisa Via Roma

14:25 – 15:00

AI Innovation Session | Powering Cross-Channel Conversions at Scale

Join us for a showcase of AI Innovation and discover how brands can leverage exciting product advancements for success across channels.

Mike Herrick, Airship CTO

15:30 – 16:00

Fireside Chat | Personalization at Scale: The BBC’s Customer-First Approach to Content and Connection

Learn how the BBC is transforming audience engagement and efficiency through:

  • Breaking down data silos for a unified customer view
  • Powering personalized, integrated experiences across channels
  • Leveraging Generative AI to scale content creation and personalization
  • Driving cost-effectiveness while building brand loyalty

Nicki Brown, Director of Media, BBC

Maria Robinson, CMO, Airship

16:00 – 16:45

Keynote | How to Scale AI Marketing

Hear Forrester’s latest insights on how marketing and product leaders are deploying AI and GenAI at scale. Topics include:

  • How consumers and businesses are using AI and GenAI today
  • Key marketing and AI trends shaping the future
  • Best practices for marketing and product leaders to deploy AI at scale

Thomas Husson, Vice President, Principal Analyst

16:45 – 16:55

Closing Comments

17:00 – 19:00

Evening Reception

Join us at the beautiful GŎNG Bar on Level 52 of the Shangri-La for food, drinks, networking and the best view in London