AI has levelled the playing field on tooling. It hasn't levelled it on insight. The retailers pulling ahead are the ones with the experimentation history, behavioural data and customer understanding to point AI at the right problems — and a shared view of the customer experience they're building towards.
That's what our two sessions are about, and it's what we'll be talking through with senior retailers at the Growth Summit all day on the 23rd.
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Why we're there
We didn't pick these topics from a trends list. We're talking about north star customer journeys and optimisation maturity because they're what our customers have been asking us for - the questions that came up in the work we've won and delivered this year.
If they're live questions for you too, come and see us on stage.
One North Star: Getting the whole business behind the customer
🕘 10:55 – 11:20 📍 CX & Loyalty Stage
A North Star Customer Journey starts with a strong why: the experience the organisation wants to create for its core customers and the relationship it wants to build with them. That guiding principle gives every function the same basis for its decisions, so brand, commerce, marketing, operations and technology work towards the same customer outcome.
Your competitive advantage isn't AI. It's what AI learns from
🕘 12:20 – 12:45📍 Optimisation Stage
Everyone now has access to the same AI tools. What separates winning eCommerce businesses is the quality of the customer insights, experimentation history and behavioural data they use to guide them.
IMRG Growth Summit
We're a table sponsor at this year's Growth Summit, joining 150+ senior retailers for a day built around a single question: how do you turn AI into measurable growth?
You'll find us at the Columbus table for hosted roundtable discussions throughout the day, and we'll be sharing a short insights presentation drawn from our latest IMRG report.
