Preparation at Armadillo is almost complete for next week’s Digital Marketing World Forum.

Rob Pellow and Lucy Darbon will be diving into what takes CRM from functioning to fantastic – showcasing how we sprinkle magic throughout Disney’s CRM, and sharing practical tips to take your 1:1 comms to the next level.

Their presentation is at 2pm on Tuesday 24th June over on the Customer Experience, Email & Automation stage.

We’ll be diving into a conversation about the sleeping dragon that is CRM – a below-the-line channel that, in the right hands, holds some of the most exciting, personal and powerful opportunities for brand connection.

Too often, CRM has become a race to the bottom: offer after offer, broadcast to all, with performance metrics driving every decision. But that’s not what CRM was built for – and it’s certainly not where it shines brightest. With CRM adoption growing by 12.6% year-on-year in the UK, more brands than ever are turning to CRM platforms to manage and grow their customer relationships. The question is: are they doing it well?

We believe CRM should be as much about building emotional loyalty as it is about driving transactional behaviour. Great CRM doesn’t just serve a business need – it starts with the customer. It shows up in timely, meaningful, brand-building ways that keep you top of mind, not just top of inbox.

We’ve worked with brands at both ends of the spectrum: from fast food giants reacting to signals in real time, to luxury travel experiences that require months of nurturing and emotional resonance.

Whether the purchase is £10 or £10,000, the same principle applies: if someone can spend their money anywhere, why are you the right choice?In our talk, we’ll be unpacking how to find that ‘CRM magic’ – sharing the data, strategy, creative and technical insight behind award-winning work for some of the UK’s most recognisable brands – including Disney, Huel and P&O Cruises.

It’s not about gimmicks. It’s about building CRM that works – and means something.

We’ll also be set up over on stand #174 (by the bar), where you can experience our in-email interactivity first-hand (with snacks included) as our team shares their insight and expertise.

Get ahead of the crowd and schedule a 1:1 session with us through the DMWF app now.