AI-powered personalisation is entering a new era.

Until now, most personalisation strategies have focused on reacting to customer behaviour by recommending products, optimising content and tailoring messages based on previous interactions. But agentic AI changes the equation entirely. 

Rather than simply responding to prompts, agentic AI can proactively pursue goals, understand context, adapt in real time, and make intelligent decisions across the customer journey. This shift enables brands to move beyond static personalisation toward dynamic experiences that continuously evolve with every interaction. The result is a new model of customer engagement: one that delivers hyper-relevant experiences at scale, accelerates decision-making in real time, and drives deeper customer loyalty and retention.

In this opening keynote, we will explore how agentic personalisation is transforming the future of customer experience through three emerging applications: 

• Autonomous Search: Explore how Agentic AI interprets intent behind every query and delivers personalised results, turning search into an adaptive, interactive experience.
• Autonomous Marketing: Discover how AI agents independently optimise customer journeys in real time, improving efficiency, relevance, and personalisation at scale.
• Conversational Shopping: Go beyond chatbots, and learn how AI agents understand nuance, answer complex questions, offer tailored recommendations, and proactively support customers throughout the journey. 

While nearly every brand is investing in personalisation, many marketing leaders still face the same challenge: how do you prove it is delivering measurable business value? 

• The Conversion Rate: Explore how to track conversion lift by segment, map improvements across touchpoints and compare against non personalised campaigns
• Average Order Value: Personalisation should be repeat purchases through smart recommendations. Assess the impact of personalised strategies by monitoring AOV between genetic and personalised experiences and the revenue attached to each purchase
• Engagement Metrics: These include time on site, pages viewed per session, bounce back and interactions 

Personalised algorithms now sit at the centre of modern digital marketing, shaping everything from product recommendations and content feeds to search results, advertising, and customer journeys. Designed to increase relevance and improve engagement, these systems have become essential tools for brands looking to deliver tailored experiences at scale. For consumers, personalised recommendations can simplify discovery. 

• Are personalised algorithms improving customer experience or narrowing it?
• The risks of filter bubbles, repetitive targeting, and algorithmic fatigue 
• Balancing relevance with discovery and diversity of content 
• Using hybrid recommendation models to improve accuracy and broaden discovery 

Customers don't think in channels, they think in moments. They browse a product on mobile, abandon a basket on desktop, open an email later that day, and scroll past a reminder on social media the next morning. Each of these interactions is a signal of intent or need. 

• How to design customer journeys that adapt in real time across channels
• The data and technology needed to unify cross-channel experiences
• How to measure success in a cross-channel world 

Peter Louca

Head of Performance Marketing
Fidelity International

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Pull up a chair and join one of our interactive roundtable discussions for an open, honest, and energetic exchange of ideas with fellow attendees. Choose the topic that matters most to you, join the conversation, and share challenges, successes, tips, and experiences. 

As organisations continue to invest in personalisation, many are facing a fundamental challenge: the quality, accessibility, and completeness of their data.  

• A clear understanding of the critical data gaps limiting personalisation and how to begin addressing them 
• Practical approaches to strengthening first-party data strategies and leveraging partnerships to enrich customer insight
• How to bridge the gap between data infrastructure and activation to deliver more consistent, relevant customer experiences 

Billy Cheng

Head of Consumer Data Activation
L'Oreal

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Time to take a stand. We're breaking from the script for an interactive debate. We'll throw out 8 polarising statements, your job is to pick a side, sharpen your arguments with your team, and go head-to-head with the opposition 

During our closing session, we will bring together the key learnings from across the conference and revisit the four guiding questions we introduced at the start of Day One: 

• What does personalisation mean today?
• What is the role of AI and technology in your approach to personalisation? 
• What are the key components required to successfully deliver personalisation? 
• How do you measure the impact of personalisation? 

We will use these questions as a framework to reflect on how thinking around personalisation has evolved from traditional segmentation and rule-based targeting to intelligent systems that operate in real time. We will also explore how the future of personalisation is no longer simply about better targeting. Instead, it is about building adaptive, AI-driven systems that continuously shape and optimise the customer experience in the moment. 

A key theme we will explore during this conference wide discussion is the move from reactive to predictive personalisation. Rather than responding to what customers have already done, the most advanced organisations are beginning to anticipate what customers are likely to need next and proactively shaping experiences, content, and offers accordingly. This shift from reaction to prediction represents a fundamental change in how marketing value is created. In this new environment, brands that remain purely reactive risk falling behind. Competitive advantage will increasingly belong to organisations that can anticipate needs and deliver meaningful experiences before the customer even expresses intent.