Setting the goals for conference day two

Gianfranco Cuzziol

CRM and Personalisation Lead
Advisor

See Bio

Join us for a lively and interactive conference-wide game that will spark debate and discussion on key industry topics.

How it Works:

1. Controversial Statement: IQPC will present a thought-provoking/controversial statement related to one of the conference themes.

2. Choose Your Stance: Move to the clearly marked area in the room labelled “Agree,” “Disagree,” or “Undecided.”

3. Share Your Perspective: Join a group discussion and share your reasons for choosing your stance.

4. Revisit the Statement: After the discussion, we will re-ask the original statement and invite participants to reconsider their position based on the insights gained.

This interactive game is an engaging way to network, explore different viewpoints, challenge your assumptions, and learn from your peers

Transition to renewables is changing the way we supply energy. At E.ON, we call this ‘New Energy’. This is the opportunity to give consumers choices about the value-for-money and convenience of one of the most important (but intangible) products in their lives.

Personalisation underpins this opportunity.

The cost to supply energy will depend on how, when and where it is generated, used, stored, and returned, every second of every day. A product experience that turns this into simple, intuitive choices, based on an individual’s (ever changing) behaviours and the technology in their home, will make New Energy work so it’s sustainable, affordable, for everyone.

Join E.ON in this session as we explore the complexities of scaling personalisation in an industry where the stakes are uniquely high. We’ll dive into:

• Energy as a service, not a commodity: Understanding the unique challenges and opportunities of personalising a product that customers can’t opt out of.

• AI-Powered personalisation: Discovering how artificial intelligence can help target diverse customer segments and deliver tailored experiences at scale.

• The “less is more” approach: Strategies for optimising customer touchpoints to provide effective personalisation without overwhelming or disengaging your audience.

Andy Sage

Head of Partnership Propositions
E.ON Next

See Bio

Join us for an insightful look into BritBox’s journey over the past year, where a dedicated focus on personalisation has led to a near-doubling of homepage Click-Through Rate. This session isn’t just about a single metric; it’s a deep dive into the strategic and operational shifts required to truly optimise the entire customer journey through personalisation, moving beyond the homepage to impact every touchpoint. BritBox will share the realities of this transformation, acknowledging that significant gains don’t happen overnight. Discover the challenges they faced, the lessons learned, and the tangible steps that allowed the organisation to unlock the power of personalised experiences. This session is designed for marketers keen to understand the practicalities of implementing effective personalisation strategies that deliver real business impact across the full customer lifecycle.

Key Discussion Points

• The importance of clearly defining the context and KPIs for personalisation — treat it as a tool, not an outcome.

• Strategies to establish a robust testing framework to measure the impact of personalisation efforts.

• Getting your data in shape – ensuring you have the right data foundations in place

Damien Read

Personalisation Expert
BritBox International

See Bio

Discover how Marley Spoon harnesses the power of customer data to create truly personalised experiences. In this case study, we’ll explore how the team uses Voice of the Customer insights and advanced text analytics to understand customer needs, preferences, and pain points. Learn how these data-driven insights are transformed into actionable strategies that enhance engagement, satisfaction, and loyalty, delivering a tailored experience for every customer.

Katalin Fritz

Chief Customer & People Officer
Marley Spoon

See Bio

Personalisation is more than just tailored recommendations; it’s about crafting seamless, meaningful experiences that build lasting loyalty and trust. In fact, a 2024 report indicates that businesses excelling in personalisation can see up to a 40% increase in revenue growth compared to their competitors. The secret to this success lies in leveraging data to create truly impactful and distinctive customer experiences. Think of data as the language customers use to express their needs and preferences, and the fuel that powers the sophisticated systems behind meaningful, scalable personalisation.

Join our expert panel as we explore how to maximise your consumer data to drive genuine, scalable personalisation.

Key discussion points will include:

• Unlocking value: Discover the importance of extracting insights from your first-party and behavioural data.

• Real-time activation: Learn how to connect those insights directly to real-time personalisation efforts.

• Foundations for scale: Discuss the essential operational models and data infrastructures needed for successful omnichannel personalisation at scale

Billy Cheng

Head of Consumer Data Activation
L'Oreal

See Bio

Zack Wragg

Senior Product Owner – Digital Commerce Transformation
Merlin Entertainments

See Bio

Aislinn Mallon

Head of CRM, Engagement
The Guardian

See Bio