Karen Chan

Karen Chan

Chief Customer Officer FairPrice Group

Main Conference Day 1, Tuesday, 24th March 2026

12:50 PM Keynote Case Study: Customer transformation in an omnichannel, AI-enabled environment

  • AI is the new UI - how to unlock value of AI in retail environment
  • Good Data underpins Good AI - key learnings on CDM, CDP
  • From 1P to 3P - building a holistic Customer Knowledge System
  • End-to-end personalization is a journey, not destination - ROI, ROE, ROF

4:30 PM Case Study: From points to possibilities - How AI is transforming customer loyalty experience

  • From transactional to contextual engagement
  • Personalized rewards and benefits
  • Predictive customer lifecycle mapping

Check out the incredible speaker line-up to see who will be joining Karen.

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