Laxmi Patel
Head of CRM Product & Planning at Virgin Media 02
Laxmi Patel -I’m Head of CRM Product and Planning at Virgin Media O2, where I lead the strategy, roadmap, and delivery of CRM products that drive customer engagement, retention, and commercial growth at scale. I specialise in turning data and insight into high-impact, customer-centric solutions—optimising journeys, advancing personalisation, and unlocking measurable value across the business. I’m passionate about using technology to transform customer experience and consistently push performance to the next level.
Tuesday, September 29, 2026
From Days to Seconds: How Virgin Media O2 Scaled CRM with Braze AI
1:00 PM - 1:40 PM
While AI is reshaping engagement, understanding where it scales day-to-day operations is key. Virgin Media O2 leveraged Braze AI Operator to transform workflows and boost efficiency. Facing complex canvases with 100+ elements, manual QA of 50+ messages and 153 URLs dropped from 3 hours to seconds, saving up to a day per person. By pairing Braze Catalogs with AI, they cut build iteration cycles from 2 days to 15 minutes. This agility unlocked rapid in-app survey testing and fostered CRM autonomy, shifting the team from manual firefighting to strategic, self-serve experimentation.