From Insights to Action: Scaling Personalised Experiences in a Privacy-First World
24 - 26 November 2025 | Hilton Syon Park, London, UK
Workshop Day - Monday 24th November
12:00 pm - 1:00 pm
CONFERENCE REGISTRATION AND WELCOME LUNCH
1:00 pm - 2:30 pm
WORKSHOP A: BEST PRACTICES FOR PERSONALISATION IN AN OMNICHANNEL ENVIRONMENT
Jessica Ham -
Head of Customer Experience,
National Grid
Omnichannel marketing campaigns can achieve a 287% higher purchase rate than
single-channel campaigns, illustrating thatthe 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’ paths across 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 results
and then expand your efforts
• Continuous testing: Personalisation is an ongoing process. Continuously test different approaches, analyse the results, and refine your strategies.
• Feedback Loops: Establish mechanisms for collecting customer feedback across all channels and use this feedback to inform and improve your personalisation efforts
1:00 pm - 2:30 pm
WORKSHOP B: AGENTIC PERSONALISATION - THE FUTURE?
Richard Love -
Former, Chief Experience Officer,
Deloitte
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
2:30 pm - 3:30 pm
NETWORKING BREAK
3:30 pm - 5:00 pm
WORKSHOP C: Turning Vision into Velocity: Practical Paths to Agentic Personalisation
The promise of hyper-personalisation has never been more urgent, or more within reach. Yet for many enterprise teams, the reality is stalled: siloed data, unclear governance, legacy workflows, and internal resistance all block the path to progress.
This hands-on, 90-minute workshop from Intent HQ is built for Marketing, CX, Data and MarTech leaders who are ready to cut through the complexity and turn strategic ambition into operational impact.
Led by Global Solutions Director Lewis Longman-Jones and team, the session moves beyond theory to explore the real barriers to activating Agentic and Edge AI, and how to overcome them without a full-stack rebuild. Participants will explore how to unlock the power of customer data in a privacy-safe way, design for adoption across teams, and build personalisation programs that connect directly to measurable business value.
Expect a mix of collaboration, live demos, and practical frameworks including:
- The Hyper-Personalisation Spectrum — Defining what matters most: content, service, pricing or experience?
- What’s Holding You Back? — Identifying common blockers across data ecosystems, consent frameworks, governance and culture
- Accelerators Over Rebuilds — How Edge AI and Agentic systems can leapfrog complexity without compromising trust
- Blind Personalisation in Action — A live demo of PII-free, real-time targeting based on behavioural signals
- The Pilot Blueprint — A framework for moving from idea to impact, built on clear business cases, lightweight pilots and stakeholder-ready proposals
Leave with a clear plan: You’ll walk away with practical actions you can start taking next week to operationalise your personalisation strategy, build momentum, and turn customer understanding into a competitive edge.
5:00 pm - 5:30 pm
KEYNOTE PANEL DISCUSSION: STATE OF AI IN MARKETING, MEDIA & PERSONALISATION – WHAT’S HYPE VS. REALITY?
From buzzword to business case – where AI is delivering, where it’s lagging, and what’s next for marketing, media, and personalised experience design.
This flagship session kicks off the event with a big-picture view of how AI is reshaping marketing, media, and customer engagement. Expect a candid,
evidence-based discussion on adoption trends, ROI realities, and how marketing leaders are navigating the noise — balancing automation, creativity, and
human connection.
Discussion themes include:
• Data-backed insights on AI adoption across marketing and personalisation functions
• Where AI is delivering measurable marketing ROI – from media optimisation to customer journey personalisation
• Building AI-ready organisations: skills, culture, and structures that enable innovation and responsible experimentation
• The next frontier: connecting performance, creativity, and personalisation through AI
