customer experience

Industry leaders from retail, hospitality, and travel explored how brands can stay relevant, leverage data, and meet customers across channels to drive sustainable growth.

Through its partnership with Adobe, utilising its AI and creative technologies, Tesco aims to accelerate the personal engagement and service it offers customers.

Alongside Aurora AI, Khoros' reimagined community product, Iris AI, completes a system that covers community forums, brand care, social media management and customer service, all AI-native and all sharing context.

The launch introduces the Campaigns AI Agent, empowering teams to streamline campaign setup, scale production, and accelerate results.

Marketing with a “monk’s mindset” is not about detachment from results, but about discipline in thinking and clarity in intent. As Anand Sankara Narayanan, CMO, Finance House, puts it, the work deserves your everything. The outcome deserves your objectivity.

Andrey Dorosh explains how brands can balance direct-to-consumer growth with retail partnerships, differentiate across channels, and prioritise retention to drive long-term profitability and customer value.

According to Donna Benton, Founder & CEO, The ENTERTAINER, value isn’t always about saving, “it’s about feeling like you’re getting something worthwhile”. People still want a great deal, now more than ever… but they also want memorable experiences.

Industry leaders from automotive, retail, and enterprise technology explored how AI can unlock faster, more personalised CXs, but only when supported by the right skills, connected data, and a clear business purpose.

Behind every great customer experience is an engaged employee. Anastasiya Golovatenko, Account Director at Sherpa Communications, explores how leadership, purpose, and everyday behaviours shape the EX–CX connection, and why happier teams consistently deliver better business outcomes.

85% of UAE marketers trust AI to respond to customers versus 81% globally; yet 78% struggle to access the customer context needed for personalised engagement