The balance between personalisation and full-on creepiness is tricky. With the advances in AI there are now more opportunities than ever for marketers to create personalised campaigns from real-time customer data. But there’s a thin line between tailored experiences and digital stalking. When brands get it right, they create loyalty and engagement but when things go wrong, they trigger discomfort and push customers away.

This interactive workshop explores how much personalisation is too much and how businesses draw the line between being helpful and being invasive.

Key topics explored include:

• How to maintain a compelling message around your product
• Exploring the unexpected ways to use personalisation and choose the ones which are the most important
• Balancing automation with human interaction, ensuring you are being clearabout your data collection

Imagine a world where your customers’ needs are anticipated and met before they even articulate them. This isn’t a distant futuristic theory; it’s the tangible reality being shaped by agentic AI. By leveraging AI agents, businesses can now achieve unprecedented levels of hyper-personalisation, deliver proactive and predictive customer service, and operate with remarkable scalability.

But what exactly is agentic AI, and crucially, how does it differ from the powerful GenAI models we’re increasingly familiar with?

Join this interactive workshop to demystify agentic AI and discover how to adapt, innovate, and leverage these intelligent agents to secure a competitive advantage. We will explore how AI agents will impact marketing and CX strategies and whether they are the next evolution in personalisation.

Key discussion points:

• Define agentic AI and its core concepts
• Explore the strategic implementation & practical pathway of AI agents
• Share challenges surrounding agent governance, ethics and responsible AI adoption

Personalisation is key to great customer experiences, but it also comes with significant privacy concerns. With 75% of UK consumers worried about their online privacy, businesses face a crucial challenge: how can they leverage personalisation while safeguarding customer data?

This workshop dives into the critical need for companies to take responsibility for how they handle and use personal data. Our expert facilitators focus on personalisation, with privacy boundaries, being achieved when customer data use is a top priority within an organisation.

Key discussion points include:·

• Embed data ethics into your company culture: Learn how to empower employees at all levels to consider the ethical implications of data usage and champion consumer privacy in their daily work.
• Adopt a privacy-first design approach: Discover how to integrate privacy directly into the core of your product rather than treating it as an afterthought.
• Educate consumers about data practices: Explore strategies for transparently communicating with customers about what data you collect, why you collect it, and how it will be used

Omnichannel marketing campaigns can achieve a 287% higher purchase rate than single-channel campaigns, illustrating that the power of personalised omnichannel experiences cannot be overstated. Consumers expect seamless, personalised interactions across multiple channels, and those brands that fail to deliver risk losing their competitive edge.

However, delivering on this promise isn’t without its hurdles. Businesses often grapple with challenges like data silos, integration issues, inconsistent messaging, and a fragmented understanding of the customer journey.

Join this interactive workshop as we explore the best practices, which often get overlooked, for creating successful personalisation in an omnichannel environment. Key talking points include:

• Mapping the Customer Journey: Thoroughly understand your customers’ pathsacross all online and offline touchpoints. Identify pain points, moments of truth,and opportunities for personalisation.
• The importance of starting small: Don’t try to personalise everything at once.Begin with a few key channels or customer segments, learn from your resultsand then expand your efforts
• Continuous testing: Personalisation is an ongoing process. Continuously testdifferent approaches, analyse the results, and refine your strategies.
• Feedback Loops: Establish mechanisms for collecting customer feedbackacross all channels and use this feedback to inform and improve yourpersonalisation efforts