12:00 pm - 12:00 pm THE SECRET SAUCE OF GENERATIVE AI: MCDONALD’S SENIOR DIRECTOR UNVEILS PRACTICAL USE CASES TO BOLSTER YOUR CX INITIATIVES - TARV NIJJAR, GLOBAL SENIOR DIRECTOR, CX TRANSOFMRAITON - DATA ANALYTICS & AI, MCDONALDS Tarv Nijjar, Global Senior Director, CX Transformation – Data Analytics & AI, McDonalds

12:00 pm - 12:00 pm IF IT ISN'T BROKEN, DON'T FIX IT! COMBINING TRIED AND TESTED CX BEST PRACTICE WITH NEW EVOLVING TECHNOLOGY

Louie Davis - Senior Strategy Manager, easyJet holidays

12:00 pm - 12:00 pm MORE THAN A DIGITAL SHOPPING CHANNEL: HOW TO TURN YOUR MOBILE APP INTO A LOYALTY-DRIVING ASSET

Bethan Lynch - Head of Customer Experience, B&Q

12:00 pm - 12:00 pm RAPID IDENTIFICATION AND ACTION FOR VULNERABLE CUSTOMERS: AN EXPERT PANEL ON HOW TO GO THE EXTRA MILE FOR THOSE WHO NEED IT MOST

Paul Lamont - Product Director, Consumer Information Services, Experian
Joanne Pearson - Head of Customer Outcomes & Vulnerability Lead, NewDay
Jo Ellis - Senior Manager, Financial Wellbeing and Customer Vulnerability, Tesco Bank

12:00 pm - 12:00 pm STOP CHASING THE TECHNOLOGY SILVER BULLET: A MASTERCLASS FROM JOHN LEWIS PARTNERSHIP IN PROIRITISING EX TO CREATE OUTSTANDING CX

Graeme Matheson - Planning & Performance Lead, John Lewis & Partners