I joined leaders from Danone, Montego Pet Nutrition and Intent HQ to discuss how organisations can use technology more effectively across the customer journey. My contribution focused on the design perspective: how search, personalisation and behavioural insight can work together to create more relevant experiences, support better decisions and improve long-term customer value.

I also spoke about the importance of context. In a market as diverse as South Africa, the same experience cannot assume the same needs, behaviours or level of digital access from every customer. The opportunity is not simply to introduce more technology, but to use customer understanding, product design and data more deliberately to create experiences that feel useful, timely and commercially sustainable.