BIMA House Day 2: Is AI rerouting customer journeys?

Customer journeys are no longer linear, predictable or platform-bound — they are fragmented, fluid and increasingly shaped by AI, automation and real-time consumer behaviour. As expectations for seamless, personalised experiences continue to rise, brands are under pressure to rethink how they connect data, creativity and technology across every touchpoint. In this panel, we ask a major consultancy what their clients are asking for, and latest innovations they have to offer.

Host
Laurence Parkes, VP Global Head of Customer Experience Transformation, frog

Expert Panel
Julia Challicom, Director Customer Experience Strategy & Design, Deloitte Digital

Simon John, Managing Director, UK, Monks

Paul Johnston, Head of CX Transformation, frog UK