Event Recap: Powering Modern Customer 360 with AI: From Fragmented Data to Connected Intelligence

24 September 2026 | M World Hotel

On this day, InfoConnect successfully hosted Powering Modern Customer 360 with AI: From Fragmented Data to Connected Intelligence, bringing together business and technology professionals for a focused knowledge-sharing session on how organisations can turn fragmented customer data into connected, actionable intelligence.

Held at M World Hotel, the session explored an increasingly important question for organisations today:

How well do we really understand our customers when customer information exists across multiple systems, departments, channels and business processes?

When customer data remains fragmented, it can be difficult to develop a complete understanding of the customer. Valuable insights can remain hidden, opportunities can be missed, and early signals of customer risk may go unnoticed.

The session explored how Customer 360 can help address this challenge by connecting information from different sources and creating a more complete, multi-dimensional view of the customer.

From Customer Data to Customer Intelligence

A key focus of the session was demonstrating that Customer 360 is not simply about collecting information into one place.

The real value comes from being able to turn connected customer data into intelligence that supports business decisions.

Participants explored how a connected customer view can help organisations:

  • Understand their customers through a more complete view of customer information.
  • Discover trends, insights and potential new customer opportunities.
  • Retain customers by identifying signals and risks early enough for organisations to take action.

These capabilities demonstrate how Customer 360 can support the customer journey from understanding and acquisition through to retention.

From Concept to Execution

The session also looked beyond the Customer 360 concept itself to explore what is required to turn customer intelligence into practical business outcomes.

The discussions highlighted the importance of having the right data foundation, technology and AI capabilities in place. Connected data provides the foundation, while AI can help organisations uncover patterns, generate insights and support more informed decisions.

This is where the journey moves from simply having customer data to creating connected customer intelligence that can be applied across the organisation.

A Valuable Collaboration with IBM

The success of today’s session was also made possible through the strong collaboration between InfoConnect and IBM.

The partnership brought together complementary perspectives, technology expertise and practical insights to create a valuable knowledge-sharing experience for our audience.

We are grateful to IBM for the collaboration and to everyone who took the time to attend, participate and engage with the discussions throughout the session.

Looking Ahead

Today’s session reinforced an important message: Customer 360 is not just about seeing more customer data — it is about making that data more connected, meaningful and actionable.

As organisations continue to navigate increasingly complex customer journeys and growing volumes of information, the ability to connect data and apply intelligence effectively will become increasingly important.

At InfoConnect, we are pleased to continue these conversations and share practical perspectives on how organisations can use data, AI and connected intelligence to create meaningful business value.

Thank you to everyone who joined us today, and to IBM for being a valued collaborator in making this session possible.

From fragmented data to connected intelligence — the journey continues.