On November 6th, 2025, Collinson International hosted the return of our annual Marketplace of Ideas, bringing together industry leaders and innovators from across the travel loyalty landscape for a day of insightful exchanges and networking.
With global attention on AI at an all-time high, our theme focused on what technology cannot replicate: The Human Edge. The event explored how businesses can balance automation with authentic human connection – a balance that is constantly shifting and require human judgement to fine-tune.
The Power of Human Connection in Business
This wasn’t just another AI conference, it was a reminder of the power of the human connection and in a world racing towards automation, the future still belongs to those who know how to connect, collaborate and lead: human to human.
We set out to discuss a central question: “Does the enduring importance of humanity in business change with the advent of AI?”
The Agenda and Innovators
The day featured three inspiring speakers, moderated by Collinson International CEO Christopher Evans. Together, they explored how people, culture, and connection remain vital in an age of accelerating technology.
1. Deborah Meaden
Deborah is a business leader, author and is well known for her role as an investor on Dragons Den which she joined in 2006. Beyond television, she has built and managed successful businesses across leisure and retail sectors and is a passionate advocate for sustainability and ethical business practices. Deborah regularly speaks on entrepreneurship, innovation, and environmental responsibility, inspiring leaders to create lasting impact. 2. Jocelyn Zanasi
Jocelyn is Senior Vice President & General Manager of Professional Services at Salesforce United Kingdom and Ireland. She brings over 25 years of experience in the technology sector, having held leadership roles in Sales, Consulting, and Strategy at Sun Microsystems, BEA, Oracle, and Salesforce, where she has been for the past seven years.
3. Wei Kuan Lim
Wei Kuan is Chief Transformation Officer and Executive Committee member at Ten Lifestyle Group plc, a global concierge technology platform powering loyalty for leading financial institutions and premium brands. With over 20 years in strategy and technology, he has driven major loyalty programs such as T-Mobile Tuesdays, Sainsbury’s Nectar, and Vodafone Rewards. He leads Ten’s Customer Experience, Marketing, Data, and Transformation, and AI strategy, including TALIA, its agentic AI-powered member assistant.
Human Advantage in Business
Deborah Meaden reminded us that instinct, empathy, and authenticity remain irreplaceable. Over-rehearsed pitches and polished facades don’t win trust – openness and honesty do. AI may become a powerful tool, but it cannot replicate human intuition or emotional intelligence.
Culture and Purpose
“If you can’t say what’s important to your organisation, how should employees know when they join?” said Deborah. Companies that clearly articulate their purpose and values will thrive. People are looking for a sense of purpose and belonging and want to work for businesses that align with their lifestyle and beliefs. Empathy is the number one leadership trait that AI cannot deliver.
AI as an Amplifier, Not A Replacement
“We are examining and experimenting what it means to use AI as a consultant to drive valuable information and how to do that,” said Jocelyn Zanasi. She highlighted how AI can eliminate “time vampires” and free humans for higher-value work. But customers can spot AI, and so transparency and honesty will build trust.
Personalisation at Scale
Wei Kuan Lim shared how AI enhances rather than replaces the concierge experience. Customers expect choice and flexibility, but human service remains central to loyalty. AI can handle FAQs and speed up onboarding, while humans deliver empathy and nuanced judgement.
Key Panel Insights
Businesses that get the human-AI balance right will lead in trust, loyalty and sustainability
Purpose and culture are critical for keeping AI human-centric
Technology should amplify human impact, not replace it.
Closing Thoughts
The conversation reinforced a simple truth: while AI transforms how we work, it’s still people with their values, vision, and vulnerability who drive real progress. As Christopher Evans, concluded, “Technology can accelerate progress, but it’s humanity that gives it meaning.”
