Trust has become the defining challenge in customer communications. After years of navigating incremental AI adoption and regulatory pressure, organisations now face a harder question: how do you scale trust when AI is embedded in the system?
That is the central theme of Communicate 26, Mail Metrics’ annual conference bringing together practitioners, technology leaders, and communications teams to tackle what is happening now, not what might happen in five years.
Customer communications are often the most visible point of contact between an organisation and its customers. When AI accelerates production but reduces clarity or consistency, confidence erodes fast. At the same time, regulators continue to raise the bar on transparency, data responsibility, and customer understanding. Getting this balance right is not a future concern, it is a present one.
I will be joining Will Greenwood MBE, Chief Customer Officer at Afiniti, Nick Keegan, CEO of Mail Metrics, and broadcaster Nadine Dereza to explore what it actually takes to build and maintain trust at scale in an AI-driven world.
📅 12 November 2026 ⏰ 09:30 – 17:00 📍 Convene, 22 Bishopsgate, London
