×
The Agentic Shift: Rethinking CRM & Loyalty
Agentic AI is already changing how CRM and loyalty teams plan, decide and work — often faster than the org chart admits. We're gathering a small group of leaders to talk through what's actually shifting: the workflows, the numbers, the trade-offs nobody's put in a deck yet.
The details
Seats are limited to keep this a real conversation. Request an invite and our team will follow up to confirm your spot.
Most conversations about AI in CRM stop at the pilot. Fewer get into what changes once agents are actually deciding — who owns a segment when it builds itself, what a CRM team does once execution isn't the job anymore, where loyalty rules still need a human sign-off.
This isn't a keynote, and nobody is pitching you a platform. It's a closed room built for people wrestling with the same questions right now — working through what's real, what's still early, and what the data actually says so far, together.
What's on the table
Five threads we'll pull on with the room. Bring your own data points — that's the point.
From campaigns to conversations
What a “campaign” even means once execution stops being the bottleneck — and what fills the time it used to take.
Who owns the segment
How CRM and loyalty team structures shift as agents take on execution — and what's left for the humans who used to own it.
Decisions, made in real time
Rethinking segmentation, eligibility and rewards outside the nightly batch — for CRM and loyalty alike — and what breaks when the logic runs live.
Where the human still decides
Guardrails, trust and the calls no team is comfortable handing an agent yet — and why.
What the early data actually shows
Benchmarks, false starts and results worth taking seriously, from teams already a few steps into this.
A room, not a stage
Expect a working session. Twenty CRM, loyalty and retention leaders around one table — structured discussion, real examples over slides, and enough time to actually finish a thought.
We're running it under the Chatham House Rule: take away what's said, not who said it.
Director-level and above across CRM, lifecycle, retention and loyalty marketing — at consumer brands running these programs at scale. No agencies, no vendors pitching a booth.
Leading the conversation
Zsuzsa Kecsmar
Co-Founder & Chief Strategy Officer, AntavoZsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo AI Loyalty Cloud. She has helped scale the company into a global SaaS platform powering loyalty programs for brands like Hyatt, LVMH, KFC, Skims, C&A, and Flying Tiger, with a team of 100+ experts worldwide. She was named Personality of the Year at the 2024 International Loyalty Awards and recognized by Forbes as a leading female founder in tech.
Graham Gordon
Marketing Leader & CRM StrategistGraham Gordon is a marketing leader with over 25 years' experience building CRM and lifecycle marketing programmes across retail and ecommerce. At Wex Photo Video, he led a CRM revamp that drove 7% year-on-year growth in active members and a 16% lift in repeat purchases among the highest-spending customer tier, and earlier in his career was part of the team that launched the myWaitrose loyalty programme to millions of members.
Ankit Gupta
VP of Growth, NetcoreAnkit leads growth at Netcore, working closely with CRM and marketing leaders navigating the shift from rules-based automation to agentic engagement. He spends most of his time in conversations exactly like this one, with teams figuring out what to build first.
Harigovind
Head of Solutions, NetcoreHari leads solutions at Netcore, embedded with enterprise marketing teams as they design and implement CRM and engagement programs. He sees firsthand where agentic AI holds up in production, and where it still needs a human in the loop.