Years before ChatGPT, M&S has adopted Artificial Intelligence for Retail Stores and Customer Services as part of the enterprise digital transformation programme. The solution runs on a custom-build, multi-cloud platform fondly called ‘Ava’. Its success exceeded expectations on all counts: customer engagement and satisfaction as well as operational efficiency. The presentation gives insights into what makes Ava and its ecosystem special: the people, the processes and the tools.

Technologist with extensive experience across industries. Bogdan has led specialist teams in implementing automation through AI at scale, delivering and operating enterprise platforms worldwide with high ROI and fast benefit realisation. Speaker at global conferences on AI, data privacy, counter-intelligence and security. Background in electronics and telecommunication engineering.