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.

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.

What happens when a supplier relationship becomes a genuine strategic partnership? Allianz’s Head of Document Services, Adam Wemyss, joins Mail Metrics’ Ian Allan to share the story of a partnership built over several years, and how trust, transparency and shared ambition have enabled both organisations to keep moving forward. They’ll explore the journey from delivering critical communications to supporting wider transformation, managing risk and creating sustainable value, and ask what a strong partnership makes possible next.

TBC

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 followed by the chance to listen to technical briefings from the Mail Metrics team and clients.

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.

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.

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.