Build Smarter, Safer, More Scalable AI & Automation:
Increase Operational Efficiencies, Boost Digital Transformation, Drive Innovation & Future-Proof Your Business With Ethical, Cost-Effective & Human-Centric AI & Automation Adoption
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08.30 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Richard Lawrence, Head Of Service Excellence, Easyjet
Sarah Jafri, Group Data Management Manager, Centrica
DEMYSTIFYING AI: CUTTING THROUGH THE CLUTTER
DOUBLE PERSPECTIVE
09.10 Practical, Purposeful & Accessible AI Applications To Increase Business Efficiencies: Strip Back The Jargon, Overcome Fear & Build Organisational Confidence Around Use, Value & Risk
- Break down what AI can realistically do today to help teams across the business, identify practical uses and move away from vague or inflated expectations
- Explore how to identify specific, high-value business problems that AI can help solve, rather than using it for the sake of appearing innovative or digital-first
- Encourage cross-functional collaboration between tech teams and business stakeholders to demystify AI and reduce dependency on technical experts for every use case
- Provide clear, simple language and frameworks to enable wider team buy-in, boost adoption, and prevent the siloing of AI knowledge within small data teams
09.10 Perspective 1
Peter Jackson, Interim Global Head Of Data Management, Schroders
09.30 Perspective 2
Anastasia Zygmantovich, Global Director Of Data Science & Visualisation, Reckitt
Magdalena Krupa, Senior Data Science Manager, Reckitt
ADOPTION, USE CASES & LESSONS LEARNED
PANEL Q&A
09.50 Take A Look At What’s Working, What Isn’t & How Real Businesses Are Embedding AI Into Day-To-Day Workflows To Maximise Efficiencies
- Pinpoint where your organisation sits on the AI maturity curve from exploratory pilots to full integration – how much data are you using, how are you applying it, and what’s next in your journey?
- Distinguish between meaningful adoption and surface-level activity by showcasing use cases where AI and automation are genuinely driving measurable outcomes across functions like operations, finance, HR, customer service, and supply chain
- Examine how businesses are upgrading or reconfiguring legacy platforms with smarter automation tools and machine learning models to unlock efficiencies and empower non-technical teams
- Highlight practical lessons from embedding AI into existing workflows – from process automation and predictive analytics to intelligent decision support – and uncover what’s delivering the greatest ROI
Andrew Robinson, Conversational AI Innovation Lead, NatWest Bank
Kreena Patel, Global Director Conversion Analytics, Mars
Dan Scott, Associate Director, Region Europe A.I., Novartis
Krisson Nandha, Head Of Operational Excellence, Virgin Red
Alex Polyakov, Head Of Data, Automation, & AI, Scania
David Lindley, Operational Excellence Lead, Pets At Home
Jack Dowling, Transformation & Operations Director, Formerly Post Office
Kathleen McQuone-Elliott, Global Head, AI Academy – Development Learning, Novartis
THE IMPACT OF AI ON PEOPLE & THE WORKFORCE
10.20 Balance Workforce Transformation, New Process Implementation, People Upskilling & Organisational Readiness To Drive Successful AI Integration Without Losing Talent Or Trust
- AI adoption and efficiency seeking is fundamentally reshaping workforce structures, roles and responsibilities – but how can we retain critical talent while planning smarter?
- Navigate fears around job security by reframing AI adoption as an opportunity for employees to secure long-term roles through new skills, ownership and upskilling initiatives
- Equip teams at all levels, from senior leaders to junior staff, with the knowledge and confidence to engage with AI by designing accessible, inclusive training and development strategies
- Build a culture where employees are empowered to explore and test new AI tools safely and creatively, fuelling innovation and uncovering hidden efficiency gains across teams
Ben Sawyer, Head Of Field Continuous Improvement, British Gas
10.40 Bonus Session; Reserved For Exclusive Conference Partner
11.10 Morning Refreshment Break With Speed Networking & Peer Discussion Zones
AI GOVERNANCE, COMPLIANCE & REGULATION
PANEL Q&A
11.40 Embed Robust Guardrails During Times Of Great AI & Automation Adoption To Mitigate Risk, Ensure Compliance & Build Trust
- Examine how companies are structuring internal governance around AI, including the creation of risk tiers, vendor checklists, use-case playbooks and cross-functional oversight frameworks
- Keep ahead of fast-evolving regulation like the EU AI Act; what obligations are emerging, how to demonstrate compliance, and what proactive steps you should take now to avoid penalties later
- Unpack the challenges of using AI in highly regulated industries, from demonstrating where data goes and how it’s processed, to meeting industry-specific standards around transparency and explainability
- Identify the practical boundaries of commercially available AI tools when handling customer or sensitive data, and evaluate the right balance of control, flexibility and oversight for your organisation
Joanne Biggadike, Head Of Data Governance, Schroders
Sarah Jafri, Group Data Management Manager, Centrica
COSTS & RETURN ON INVESTMENT
DOUBLE PERSPECTIVE
12.10 Ensure New AI & Automation Activities Deliver ROI: Balance Risk & Reward With Practical, Scalable Tech Adoption Strategies That Deliver Measurable Business Value
- Evaluate what level of investment is appropriate for the size, structure and maturity of your organisation to avoid overcommitment and ensure the best returns
- Assess the pros and cons of developing AI capabilities in-house versus purchasing off-the-shelf solutions, and understand the hidden costs of implementation and maintenance
- Ensure your AI and automation strategies are agile enough to flex with market shifts and tech developments, while remaining aligned with your wider business goals
- Establish effective performance metrics and feedback loops to monitor the success of your AI and automation initiatives and guarantee continuous improvement
12.10 Perspective 1
Santiago Castro, Global Head Of Automation & AI, MUFG
12.30 Perspective 2
Matthew Down, Head Of Operational Excellence, Marston’s
12.50 Lunch & Informal Networking For Speakers, Delegates & Partners
13.20 Peer-To-Peer Discussions
A) The Future Of AI: Trends, Innovations & More
Krisson Nandha, Head Of Operational Excellence, Virgin Red
B) AI Application & Implementation
Damla Sener, Senior Recruiter, Amazon
13.50 Afternoon Co-Chairs’ Opening Remarks
Nendra van Wielink-Mohamed, Global Media Lead, Operations & Transformation, Decathlon
Jack Dowling, Transformation & Operations Director, Formerly Post Office
DATA, PRIVACY & GDPR
14.00 Don’t Get Caught Out While Adopting New Tech: Ensure Robust, Responsible & Compliant Data Practices That Power AI While Protecting Privacy & Build Trust
- Identify how AI and machine learning can help unlock valuable insights from complex datasets, accelerating analysis and driving smarter business decisions
- Secure data integrity by building rigorous processes to clean, structure and manage inputs before applying AI tools, because poor data equals poor outcomes
- Strengthen your privacy protocols and safeguard sensitive information by keeping AI systems contained and compliant within your internal infrastructure
- Gain clarity on who owns what from data, models and decisions, and minimise risk of misuse or external exposure with best-practice guidance on AI security and ethics
Lauran Macare, Head Of Payments Data, Payments Technology, NatWest
MACHINE LEARNING & ROBOTICS IN ACTION
14.20 Explore The Real-World Business Applications Of ML, RPA & Robotics To Drive Smarter, Safer & More Profitable Operations
- Unpack the differences between AI, machine learning and RPA to ensure your organisation applies the right tool for the right task – and avoids sticking plasters over process inefficiencies
- Deep dive the evolution of RPA and whether it still has a future, or if smarter process automation and contextual ML-driven systems are set to replace it entirely
- Unlock the power of machine learning to spot patterns, anticipate problems and build predictive models that improve decision-making and customer lifetime value
- Investigate the emerging role of physical robotics, from drones managing warehouse stock to machines enhancing safety and sustainability, and evaluate their practical use in your operations
Cheryl MacDonald, Head Of Engineering – Intelligent Process Automation, Lloyds Banking Group
RESPONSIBLE & ETHICAL AI STRATEGIES
PANEL Q&A
14.40 Building Safe, Fair & Transparent AI Practices That Protect Customers, Businesses & Wider Society
- Address the risks of bias in AI models by improving how data is sourced, labelled and tested, ensuring fairness is considered throughout the entire model lifecycle
- Explore how to develop inclusive and accountable AI systems that align with industry regulation, customer duty and wider societal expectations
- Balance innovation with responsibility by integrating ethical oversight into AI deployment, from explainability and human sign-off to long-term impact monitoring
- Dispel sustainability concerns by assessing the environmental cost of training and running large-scale models, and explore how to reduce AI’s carbon footprint
Matthew Widick, Director Of Data Management, Compare The Market
Gloria Madrid, Formerly Senior Director, Global Operations Excellence | Danone (Member, Manufacturing Board), Formerly Danone
Sarah Jafri, Group Data Management Manager, Centrica
FEEDBACK & REFLECTION
15.10 Reflect On Key Insights Learned & Critical Takeaways From The Event So Far
Take a step back to reflect on the key insights from the day, share thoughts with peers, and discuss practical takeaways to drive real change. This interactive session offers a space to exchange ideas, ask questions, and leave feeling empowered with clear next steps for advancing customer experience in your organisation.
15.30 Bonus Session; Reserved For Exclusive Conference Partner
16.00 Afternoon Refreshment Break With Speed Networking & Peer Discussion Zones
FROM TRANSITION TO TRANSFORMATION: REINVENTING EXECUTIVE LEADERSHIP IN THE AGE OF AI
16.30 Exclusive Case Study With Former Danone Board Member
- Explore how leaders can experiment with AI in their personal transitions to strengthen clarity, productivity, and empathy
- Translate individual growth into corporate value: accelerating executive onboarding, enhancing alignment, and embedding AI into day-to-day leadership
- Ensure human judgment, empathy, and oversight remain at the centre of AI-powered decision making
- Show how executives who adopt AI early can shorten the organizational learning curve, driving faster cultural adoption and measurable business impact.
Gloria Madrid, Formerly Senior Director, Global Operations Excellence | Danone (Member, Manufacturing Board), Formerly Danone
HUMAN-CENTRIC AUTOMATION
16.50 Strike The Right Balance Between AI Efficiencies & Human Empathy To Deliver Seamless, Authentic Experiences At Scale
- Explore how automation can enhance, and not replace, human capabilities in service-driven industries, preserving the emotional intelligence and nuance that only humans can provide
- Guarantee human oversight, tone and empathy remain central to person-person interactions, even as AI-generated content becomes more advanced
- Implement automation in a way that supports your people-first brand promise, without sacrificing authenticity, customer trust or team engagement
- Drive performance by making sure the machine is working for the human as opposed to the other way around, and augmenting experiences rather than diminishing them
Alex Polyakov, Head Of Data, Automation, & AI, Scania
THE FUTURE OF AI: TRENDS, INNOVATIONS & MORE
17.10 Act Now For Long-Term Pay-Offs: Stay Ahead Of The Curve With Actionable Foresight Into The Next Wave Of AI Evolution, Industry Shifts & Strategic Tech Advancements
- Get a reading on the direction of travel for AI: from evolving LLMs to autonomous agents, and how the biggest players are productising their AI for competitive edge across sectors
- Anticipate where to invest time and budget by decoding current hype vs. genuine innovation – what’s likely to last, what’s already stagnating, and where are the next breakthroughs are really coming from?
- Discover how forward-thinking businesses are leapfrogging traditional adoption cycles with AI-first strategies that don’t just integrate tech, but redesign workflows entirely around it
- Prepare for the upcoming shift in customer expectations, as AI-generated interfaces, recommendations, and content become the norm – and learn how to differentiate in an increasingly automated world
Lucija Gregov, Quant Developer, VP, Deutsche Bank
17.30 Afternoon Chair’s Closing Remarks & Official Close Of Conference
