Customer Experience in the Digital Age

*Executive Masterclass | Buffet Networking Lunch

Guest Speakers:

Aine McCleary - Group Chief Customer Officer, Bank of Ireland

Geoff Sparling - Chief Customer Officer at Allianz

Overview:

The digital economy is reshaping how organisations compete, engage customers, and build long‑term value. Advances in automation, data, and artificial intelligence are transforming customer expectations - while raising new questions around trust, responsibility, and the role of human judgment.

Customer Experience in the Digital Economy brings senior leaders together to examine how organisations are adapting to this shift and what leadership teams need to prioritise as AI and digital technologies increasingly influence every stage of the customer journey.

This senior‑level forum will explore:

• How customer expectations are evolving in a digitally connected, AI‑enabled environment

• The impact of AI, data, and automation on experience, loyalty, and differentiation

• The leadership and cultural choices required to balance technology with empathy and trust

• Where digital transformation is enhancing customer relationships — and where it can undermine them

• How organisations can future‑proof customer experience as digital and AI capabilities continue to scale

Designed for leaders responsible for strategy, transformation, and customer outcomes, this event provides a practical platform to reflect on how customer experience must evolve in step with the digital economy.

ATTENDANCE AT ALL OUR EVENTS IS FOR MEMBERS ONLY

Please note: Attendance to all in person events is in line with places allocated with membership plan. Places allocated on a first come, first serve basis.

Unlimited member organisation attendance for live stream.