– Explore how organisations leverage AI and advanced analytics to decode customer behaviour across CRM, web, and social channels.
– Discuss balancing hyper-personalisation with data privacy and consent management in a cookieless world.
– Identify how predictive analytics and generative AI can optimise the customer journey and improve conversion and retention.
– Highlight cross-functional collaboration between marketing, data science, and compliance teams.

– What limitations of dashboards and sample-based analysis are insight agents designed to overcome when working with customer and employee feedback?
– How independent are today’s insight agents in practice, and which feedback analysis tasks most clearly expose their current limits?
– What ecosystem of data, tools, and human oversight is required for insight agents to operate effectively and responsibly at scale?

– Address how poor data quality impacts CRM, segmentation, and operational decision-making.
– Learn techniques for data observability, anomaly detection, and lineage tracking to maintain trust and accuracy.
– Connect data integrity and quality metrics directly to customer experience KPIs and performance improvement.

– Navigate the evolving regulatory landscape: GDPR, EU Data Act, AI Act, and implications on CRM and consent management.
– Discuss privacy engineering and readiness for a cookieless world through ethical data capture and consent strategies.
– Learn about Corporate Digital Responsibility and data ethics driving customer trust and loyalty.

– Build a unified customer view across CRM, web, social, and offline touchpoints while respecting privacy and consent.
– Explore identity resolution and data linking techniques to enhance engagement without compromising trust.
– Discuss how customer journey optimisation and consent-based personalisation can coexist under GDPR and BDSG.

– Learn how AI and MLOps can drive real-time customer insights and next-best-action strategies.
– Explore explainable and ethical AI frameworks that enhance decision transparency and protect consumer data.
– Understand how to operationalise AI responsibly in marketing, customer service, and product personalisation.

– Examine how organisations implement federated data governance while maintaining data quality and integrity.
– Align governance frameworks with agile analytics, CRM, and BI teams.
– Build a culture encouraging ownership, accountability, and process improvement across domains.

– Reimagine web analytics and social data collection without third-party cookies.
– Integrate first-party CRM data, consent-based identifiers, and zero-party data to drive effective targeting.
– Explore how social media customer service and interaction data can enrich customer profiles and improve satisfaction.

– Reframe data monetisation beyond external data sales, focusing on internal value creation.
– Explore data as an internal product.
– Define what a customer data ecosystem really is including a maturity framework for self-assessment.
– How privacy-first, regulation-led environments can become a competitive advantage.

– How can organisations embed customer-centric thinking into everyday decisions beyond dashboards and reports?
– What leadership practices and operating models best align teams around shared customer outcomes?
– How do companies balance data-driven efficiency with empathy and human judgment in customer strategy?

– Understand how leadership can champion data-driven decision-making across marketing, product, and CX.
– Embed data literacy and align KPIs with customer outcomes.
– Learn how top organisations break silos, foster cross-functional data collaboration, and drive performance improvement.