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Lewis Billinghurst

Head of Digital Customer Experience, Mitre 10

Lewis Billinghurst is the Head of Digital Customer Experience at Mitre 10 New Zealand. With over 15 years of experience in digital transformation, he has led initiatives that integrate AI and agile methodologies to enhance customer interactions. Lewis is passionate about fostering a culture of innovation and continuous improvement within customer experience teams. He actively contributes to discussions on the future of retail and digital customer engagement.

Day 1

4:30

CX Without Borders: Reimagining Retail for the Omnichannel Customer

  • The evolution of customer expectations in a post-channel world

  • What it really takes to deliver connected experiences (hint: it’s more than just platforms and pixels)

  • AI as a CX enabler: from content generation to hyper-personalisation at scale

  • The rise of agentic shopping: preparing for a future where your customer might be an AI

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