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A single evening at home is now the most concentrated commerce environment in modern life, where media, food, retail and identity converge in real time. The sofa economy is no longer passive consumption. It is a high-frequency decision engine where attention, identity, and fulfilment collapse into o …
11:00
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What changed when organisations moved to customer-led execution across connected journeys and how working with platforms, suppliers and service providers shaped measurable growth in practice? What changed across teams and partner relationships to support customer-led execution? How organisations ali …
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No single organisation now owns the full path from demand to fulfilment. Retailers depend on delivery platforms, delivery platforms depend on payments and identity infrastructure, and pricing engines built for one sector are quietly becoming the blueprint for others. As demand goes permanently live, …
11:30
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Loyalty programs are evolving, and companies in sectors like travel, finance, and retail are finding new ways to integrate shared value models. How do companies in travel, finance, and retail align loyalty structures across fragmented ecosystems? Where have brands succeeded (and failed) in building …Sponsored by:
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How organisations turned customer journey challenges into lasting operational improvements and what the rest of the industry can learn from them How leading organisations identified friction points across platforms, providers and service operators and used them as a catalyst for stronger collaborati …
12:25
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As consumers move across platforms, the decision moment when discovery leads to purchase is increasingly fragmented. This session will explore how platforms like TikTok and Pinterest are changing how brands capture consumer attention and convert it into sale. How do multiple platforms and media play …Sponsored by:
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This session dives into the complexities of optimising transaction completion across multiple touchpoints, highlighting common pitfalls and strategies for seamless customer experiences. Identifying key challenges in multi-touchpoint transaction flows across industries like retail, travel, and hospit …
14:00
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AI is no longer just optimising single businesses , it's becoming the connective layer that lets brands, platforms and retailers build shared commerce experiences across sectors that never used to work together How is AI turning fragmented data across brands and platforms into a shared, real-time vi …
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What changed when organisations implemented personalisation across connected services, and which approaches improved performance in practice versus adding complexity? Where personalisation delivered measurable impact across platforms, retailers and service providers? What was built to connect data, …
14:30
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Wearables are becoming less about devices and more about the customer relationship they enable. Health, retail, sport and lifestyle brands are exploring how personal data can create more relevant experiences, from preventative health and wellbeing to loyalty, commerce and community.The opportunity i …
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Retail media is becoming a shared commercial layer connecting retailers, brands, platforms and media agencies, but value creation depends on how effectively these organisations align around moments of discovery, decision and purchase. How retail media changes the relationship between retailers, bran …
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14:45
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Airports are no longer transit spaces, they are high-density commerce systems where identity, intent, and impulse converge within a fixed window of time. Who owns the passenger in the 90-minute window like transport providers, retailers, or platforms? How do you build a shared identity layer across …
15:30
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What does it take to break through in a crowded category and turn distinctiveness into commercial impact? Hear from three completely different category trailblazers -Lebara, Monzo and Hastings Direct - on what actually drove their success, and the unlikely thread that connects them
- What did you refuse to look, sound or behave like, that everyone else in your category took for granted?
- Crowded categories usually compete on price or product spec so how did you make the conversation about something else entirely?
- Telecoms, insurance and banking look nothing alike on paper, what is the one thing all three of you did that made distinctiveness commercial, not just memorable?
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What changed when platforms and brands built direct paths from content to purchase and which approaches delivered measurable commercial results versus adding complexity What was built to connect content, product and checkout across platforms and brand syste How responsibilities were split between pl …Sponsored by:
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Fans are no longer episodic audiences. They are continuously engaged relationships spanning sport, media, retail, and lifestyle How do you turn fans into 24/7 commerce and content audiences, not just matchday spikes? What does a unified fan identity look like across telco, retail, and media ecosyste …
11:00
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How organisations in retail, travel, hospitality and digital platforms are adapting internal systems to operate within shared, cross-sector customer journeys , and what this looks like in practice across delivery, service and fulfilment environment How cross-sector journeys change how marketing, ser …
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11:30
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How do consumers moves from the first digital touchpoint to in-trip applications, such as adding car rentals, pre-booking on-site holiday park entertainment, or upgrading dining experiences post-purchase and what pitfalls can be avoided to maximise commercial opportunities?
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What media and entertainment organisations have learned about building subscription models at scale and what those lessons reveal for other industries developing or refining recurring revenue strategies What worked (and didn't) in building large-scale subscription models within media and entertainme …
12:25
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How organisations across travel, hospitality, retail and mobility are working with platform partners and data providers to respond to real-world signals such as location, weather and live events and what this enables (and limits) in practice How travel, hospitality and service providers use external …
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Today's consumers move seamlessly between physical and digital environments, so media strategies must do the same. This session explores how brands can transform in-store screens, hotel TVs, DOOH, CTV and mobile into a single, programmable commerce media network that follows the customer journey fro …
14:00
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Identity is becoming the backbone of cross-sector ecosystem, but also the primary battleground for control and value capture How identity is governed across multiple organisations in shared ecosystems Where control over identity creates competitive advantage How trust and commercial access are negot …
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This session explores how companies are integrating AI and robotics into customer-facing operations to drive efficiencies, improve service delivery, and reshape the customer journey. Hear from industry leaders about scaling automation in real-time environments What operational challenges do companie …
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Health and behavioural data is increasingly shaping decisions across everyday categories How is Bio metric and behavioural data actually influencing decisions in food, travel and retail today? Where does value exchange between consumers and organisations become most visible, and most contested? Why …
14:30
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The traditional path-to-purchase is dead; replaced by a high-frequency, split-second decision loop that plays out on the couch every weekend. For brands operating in live entertainment, sports betting, and super-app commerce, a weekend night is a race against time, distraction, and cognitive load. T …
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Panel Discussion: Getting Customer Experience Transformation Right: What the Evidence Actually ShowsOrganisations across every sector have invested heavily in customer experience transformation. Some have seen measurable returns. Many haven't. This session cuts through the case study polish to examine what the evidence actually shows; where transformation creates genuine customer impact, where it …
