What makes a great customer experience and who does it well? What role do data and technology play in transforming the customer experience? How can businesses harness these capabilities to transform the experience for their customers and drive value to the bottom line? In Jo’s session, she will give an overview of the building blocks you will need to create great customer conversations, as well as suggestions on how to get started. She will share lessons learned from her own experience of leading a major transformation experience at British Airways that delivered personalized interactions at scale across the airline’s multiple interactions with customers in multiple channels.