Communicate 26:
Scaling Trust in the Age of AI

Light breakfast, teas & coffees and networking before we go into the main hall.

Our host for the day, Nadine Dereza, will introduce the conference theme and let us know what we have in store.

A warm welcome from Nick Keegan with a business update on Mail Metrics.

As AI becomes embedded in more customer interactions, who is ultimately responsible for making sure it is used responsibly? Mail Metrics CEO Nick Keegan joins former regulator and Fintech Ireland founder Peter Oakes to explore where responsibility sits between businesses, regulators and technology providers. Drawing on new Mail Metrics research into consumer attitudes towards AI, they’ll examine the gap between what organisations can do with AI and what their customers actually expect.

How do you turn customer communications from an operational cost into a strategic advantage?

Adam Wemyss and Ian Allan will explore how Allianz UK has moved from paper-first communications to a multichannel approach built around customer outcomes, while navigating the growing complexity of mergers and acquisitions. A chance to learn from the challenges, decisions and lessons of a long-term transformation journey.

As more organisations look to digital channels for essential customer communications, how can they deliver the convenience consumers expect without compromising trust, privacy or security?

In this fireside chat, Bochra explores how WhatsApp is building trust through its approach to data privacy and security, and what this means for brands operating in regulated sectors.

The conversation will also examine how consumers are increasingly turning to familiar messaging platforms to manage the practicalities of everyday life – from financial matters to essential services. Discover how trusted, familiar digital experiences can make these important interactions simpler, safer and more accessible.

Data breaches are no longer solely a technical or regulatory challenge. How an organisation responds in the days and weeks following an incident can have a lasting impact on customers, reputation, costs and stakeholder trust. 

As cyber attacks continue to evolve and regulatory scrutiny increases, organisations face difficult decisions under intense pressure. When should customers be notified? What support should be offered? How can legal, insurance and operational response teams work together to minimise harm and achieve the best possible outcome? 

Join a panel of experts representing the legal, insurance and consumer response perspectives as they explore what good breach response looks like in today's environment. Through real-world insights and practical discussion, the panel will examine the critical decisions made in the first hours of an incident, the challenges of communicating with affected individuals, and the role of identity protection and remediation services in reducing the impact of a breach. Attendees will leave with a clearer understanding of how to strengthen their breach preparedness, improve coordination between response partners and better support those affected when an incident occurs.

A networking lunch during which there will be technical briefings from:

Darren Smith – Transformation and Growth Director – Liberata
"Less Post. More Progress” 

Jamie Middleton – Senior Manager – Operational Transformation - PTSB
“AI to manage shared email inboxes to speed up customer journeys and standardise internal processes”

Alison Green – Director of Waiting List Governance and Reform – NTPF
"Given the choice, citizens choose digital"

Susan Bowman – Head of Digital UK&I - Mail Metrics
"How to start your Digital journey and get ready for AI"

Jessica Ball – Product Director - Mail Metrics
"Your customer didn't respond. Now what?"
 

Andrew Grill cuts through the AI noise to show what’s really transforming businesses right now. Expect a mix of predictions, real-world case studies, and practical tools you can put to work the moment you leave the room.

Clear to you doesn’t mean clear for your customers. Plain Numbers Chief Executive Mike Ellicock explores the behavioural science behind how people understand information, and why hidden vulnerabilities can create a gap between what organisations think they’ve communicated and what customers actually take away. He’ll show how understanding the people behind the data can help organisations design clearer communications, improve customer experience, and ultimately deliver better outcomes.

An interactive lightning design session, where attendees will be invited to join groups and solve a technical challenge in customer communications. With all invited to vote on their favourite designs.

In conversation with Nadine Dereza, Will Greenwood MBE draws a straight line from the dressing room to the boardroom, exploring what it really takes to build high-performance teams and chase the fine margins that separate good from great. Expect sharp insight, brilliant stories, and practical lessons on leadership, adaptability and performing under pressure.

Attendees are invited to join the Mail Metrics team for drinks and light bites at the venue.

Space is booked at local bar Nest Bishopsgate from 18:30 for continued networking drinks and snacks.