Communicate 2025:
Building the digital-first, regulation-ready enterprise

 Registration & refreshments

Nadine Dereza, our conference host, will introduce our themes and the agenda for the day ahead.

Nick will introduce the Mail Metrics platform, discussing how to use technology in the right way, and how we empower our people and clients to use it confidently.

As the CCM industry navigates economic pressure, regulatory shifts, and rising customer expectations, this keynote reframes how value is created and where it's headed. Andy Young explores the evolution from print-dominated workflows to digital-first platforms, using both personal experience and Mail Metrics’ latest research to unpack the journey.

Drawing on recent transformations in the UK, EU, and U.S. markets, Andy presents a clear and compelling roadmap for service providers and enterprises seeking to modernise their approach to critical, compliant communications. With digital infrastructure already in place, the question isn't if the shift is happening, it’s how ready 

This illuminating session takes us on a journey from the origins of transformation at financial services organisation PTSB to today’s digital reality and beyond. Jamie Middleton, Senior Manager, Operational Transformation, charts the highs – and the lows – of the process, talking candidly about overcoming hurdles to progress and explaining how unpicking legacy ways of working has spotlighted the reality of operational cost allocation. Jamie also projects forward, considering a key question posed by his organisation’s own financial team: “What if we gave you more money?”.

How do we get from regulatory obligation to strategic advantage? This is an interactive session for each table to discuss and debate the meaning of strategic advantage, obstacles in the way and digital transformation myths.

During lunch attendees have the option to watch a live demo of the Mail Metrics platform.

After shifting from a legacy position of 100% paper-based correspondence to widespread adoption of digital self-serve portals, Aon is building on this success by harnessing the rich patterns of engagement embedded in its communication data, uncovering new opportunities to personalise experiences, anticipate needs, and design the next generation of services. This session will share Aon’s learnings from its digital leap and explore how data-driven insights are shaping the future of customer communications.

A conversation with our speakers Andy Young, Jamie Middleton, and Matt Roberts, as well as Tony Hickey (McCarthy Insurance Group), Andrew Herd (Mail Metrics) and Bróna Smith (Irish Life). Moderated by Nadine Dereza.

In this fireside chat, former Deputy Team Principal of Williams F1, Claire will apply learnings from the fast-paced arena of F1 to corporate challenges in CX transformation and customer communications, including: driving cultural and operational change; building resilient, high-performing teams; leading with clarity when the pace of change is relentless and navigating evolving regulations while still pushing for excellence.

Attendees are invited to join the Mail Metrics team at the Rotunda Bar for drinks and light bites and a meet and greet with Claire Williams.