Real-time data & decisioning in CX: from concept to reality


28 & 30 September 2021 | 12pm BST | Hosted in our Online Boardrooms

The digital customer is an impatient customer, with an expectation of instant, contextually relevant, hyper-personalised and seamless experiences. Yet the potential of AI-driven analytics and automation to deliver these experiences remains elusive, as organisations struggle to achieve the real-time data flows and autonomous decisioning required.

This roundtable brings together senior executives working across CX, data, analytics, digital, technology and operations within leading brands to discuss how real-time decisioning in CX – and the instantaneous, fulfilling and engaging experiences it enables – can become a mainstream reality.

View all speakers.

View the agenda.

The discussion.

How AI-driven analytics and automation help meet customers’ expectations of experiences.

How can the integration of real-time data be a good investment for businesses?

Strategies that can enrich propositions and customer experiences.



Virtual Roundtable Image 600


Ben Lowe

IBM Automation UKI Sales Leader IBM

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Ben Lowe, IBM | Connected Customer
Ben Lowe

IBM Automation UKI Sales Leader


Ben Lowe leads the IBM UKI Automation commercial team. Ben has a track record of working with progressive technologies with some of the worlds best known organisations to solve data challenges. Ben is primarily responsible for helping clients improve their business performance with automation powered by AI and leads a team focused across key industries that help deliver tangible outcomes for their customers.

Prior to IBM, Ben was a founding member of Gospel Technology and ran enterprise engagements globally to help clients solve the problems of trust and security in highly distributed environments.

Doug Coombs

Business Automation - IBM Cloud & Cognitive UK Business Value Team IBM

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Doug Coombs, IBM | Connected Customer
Doug Coombs

Business Automation - IBM Cloud & Cognitive UK Business Value Team


Doug Coombs has over 25 years’ industry experience. Based in the UK, he is primarily responsible for supporting IBM’s digital business automation (dba) strategy to clients across any industry sector, our business partners and IBMers. DBA drives a mandate to redefine, automate, optimise and innovate business operations, their processes, decisions and content. Coombs joined FileNet in 1996, acquired by IBM in 2006, as a pre-sales consultant and progressed to leading the technical sales team for the Europe North region. He joined Product Marketing in 2003, specialising in Business Process Management, before taking the lead role for Product Marketing in EMEA for FileNet and subsequently IBM’s Enterprise Content Management portfolio. In 2009, Coombs completed an Advocacy role for IBM’s Information and Analytics strategy, consulting on IBM’s information management, integration and analytics capabilities, before joining the Business Agility Tiger Team, today IBM Automation.

Alan Hamilton

Business Development Leader: AIOps, Observability & Integration (UKI)IBM

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Alan Hamilton, IBM | Connected Customer
Alan Hamilton

Business Development Leader: AIOps, Observability & Integration (UKI)


Alan Hamilton is focused on helping customers find the best ways to drive business value from the application of AI in business operations through improving observability and integration. He has 20+ years experience in the field, is a published author and regular speaker.

Vicky Bunyard-Ford

CTO Banking and Financial Markets EMEAIBM

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Vicky Bunyard-Ford, IBM | Connected Customer
Vicky Bunyard-Ford

CTO Banking and Financial Markets EMEA


Chris Mcgrath

Technology Product Manager, Contact CentresMarks & Spencer

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Chris McGrath, Marks and Spencer | Connected Customer
Chris Mcgrath

Technology Product Manager, Contact Centres

Marks & Spencer

Chris is a career Technology professional with a zeal for tech-enabled disruptive transformation. Chris is currently leading the delivery of Technology that is enabling the Customer Experience Centre transformation at Marks and Spencer. This is providing exciting opportunities for tech-enabled value creation. Chris and his team are building a common value-driven vision with the business units and driving through the technology enablers. This is delivering great benefits for today, and setting up for the future.


September 28 & 30 at 12pm BST
90 minutes
  • Introduction to the roundtable


  • Speaker presentation | Taking AI-driven CX to a new level of responsiveness

28th September: Chris Mcgrath, Technology Product Manager, Contact Centres, Marks & Spencer


  • Roundtable discussion | How to transform CX with real-time data and automated decisioning
    • Where does real-time responsiveness in CX reap the greatest returns?
    • Leveraging NLP, ML and data integration for fast, automated decisioning
    • Charting the path to seamless omnichannel experience and full operational visibility
    • How can real-time data best be delivered in a microservice, multi-cloud architecture?
    • Strategies to enrich propositions and CX with real-time third-party and IoT data
    • Beyond good CX: how can monetisation of real-time data help to justify investment?


  • Closing remarks

Request an invitation.

This roundtable is designed for senior executives in CX, data, analytics, digital, technology and operations​ within leading brands.

The discussion on 28 September is tailored for those within retail and manufacturing, whereas the discussion on 30 September is tailored for those within financial services.

Please fill in this short form if you meet the above criteria and would like to participant in the discussion.

Sponsored by.


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