Customers are increasingly aware of their digital footprint, and with this awareness comes a growing expectation for responsible data handling. The rise of personalised experiences, while incredibly powerful, has also introduced a significant ethical challenge: how can we use data to deliver relevant individual experiences without jeopardising consumer trust?

This panel discussion will tackle the pressing need for marketers to strike a balance between the potential of personalisation and the crucial importance of ethical practices.

Our expert key opinion leaders will offer practical insights for building a future of trusted personalisation, focusing on:

• Cultivate value-led engagement: Discover how aligning your data practices with customer values fosters deeper trust and stronger relationships.

• Master transparent & fair data practices: Learn practical strategies for communicating data usage clearly and ensuring equitable treatment of

customer information.

• Transform ethics into a loyalty & reputation advantage: Understand how prioritising ethical data stewardship becomes a powerful differentiator, driving

brand loyalty and enhancing reputation.

Aswin Peter

Product Lead - Payments Strategy & Customer Experience - Energy Platforms
British Gas

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Hazem El Taha

Global Head of MarTech
HSBC.

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Antonio Pellegrino

Principle CVM MarTech Enterprise Architect
Vodaphone

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Customer expectations have evolved. They no longer just want personalised experiences; they demand relevant experiences, delivered at the exact moment of need. This is the power of real-time data activation.In fact, companies leveraging real-time data analytics see an average 25% increase in customer acquisition and retention. Lloyds Bank is harnessing this power to elevate customer satisfaction and drive engagement. The ambition at Lloyds Bank is to design seamless and intuitive customer journeys across all touchpoints.

The challenge? Ensuring that the context of a customer’s interaction is immediately understood and acted upon. Legacy infrastructure, data fragmentation and governance concerns make real-time activation difficult to implement at scale.

Join us to learn how Lloyds Banking Group is shifting from a channel-centric view to customer-centric orchestration, ensuring that actions taken in one channel inform and enhance experiences in another. This session will explore how to move from batch-based strategies to real-time CX, focusing on:

• Architecting for real-time: Building modern data infrastructure that supports streaming ingestion, low-latency processing, and in-the-moment decisioning.

• From segments to signals: Techniques to evolve from pre-defined customer segments to using real-time behavioral triggers.

• Enabling cross-functional collaboration: Frameworks for aligning IT,marketing, and analytics teams to operationalisereal-time capabilities

George Cairns

Head of Product Personalisation
Lloyds Banking Group

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Before adopting a Customer Data Platform, Nissan operated in silos. CRM sat apart from the website, the website from advertising, and there was no single customer view. The website functioned largely as a brochure, offering the same experience to everyone, whether they were a first-time buyer, a loyal repurchaser, or a customer booking a routine vehicle service.

In this session, discover how Nissan implemented a CDP to unify online and offline data, create meaningful segments, and deliver real-time personalisation across channels. The results speak for themselves: five times higher lead conversion, double the engagement on repurchase campaigns, and payback achieved in under 12 months.

Today, Nissan is scaling its CDP globally. The next frontier is AI-driven decisioning.

Join this session to explore:

• How to unify data and build a single customer view

• Why focusing on journeys, not channels, delivers impact

• Why organisational alignment matters as much as the technology

Jivesh Juneja

Head of Data Products
Nissan Motor Corporation

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Join this session to explore how Lyca Mobile is revolutionising customer engagement through sophisticated dynamic journey mapping and hyperpersonalisation across every touchpoint. This session will delve into the strategic imperatives and practical applications of creating seamless, relevant, and proactive customer experiences in today’s complex mobile landscape.

Key discussion points include:

• Designing journeys across web, app, store, and service: Learn how Lyca and their team map out the diverse paths customers take from initial discovery on their website or app, through in-store interactions, to ongoing engagement with customer service channels.

• Leveraging behavioural triggers and dynamic rules: Uncover the power of real-time data and advanced analytics in driving personalisation. This session will highlight how Lyca Mobile identifies behavioural triggers and applies dynamic rules to adapt the customer journey in real-time.

• Ensuring fluid transitions between touchpoints: Explore how Lyca Mobile prioritises fluidity, ensuring that a customer starting an inquiry on the app can seamlessly continue it with a service agent, or that an online browsing session can inform an in-store recommendation.

Abhineet Kesarwani

Regional Director of Customer Value and Experience
Lyca Mobile

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Loyalty initiatives are crucial for cultivating lasting customer value. Join this tech demo to discover how Dunnhumby empowers your brand to build a robust understanding of customer needs, leading to improved decision-making and increased loyalty through omnichannel personalisation. Learn how to deliver tailored recommendations and ensure a highly relevant experience at every stage of the customer journey.

Key takeaways include:

• Strategies for successful real-time personalisation, both online and offline

.• Developing personalisation that maps cross-channel behaviour.

• The importance of continuous performance measurement and strategy refinement.

Richard Dawson

Head of Loyalty & Personalisation Consulting
Dunnhumby

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Over the past year, Le Chameau has transformed its customer communication strategy, moving beyond industry buzzwords to focus on actionable personalisation techniques that deliver tangible business results. By deeply analysing how they connect with their customer base, Le Chameau implemented a new approach that prioritised functional efficiency and profitability. This strategic shift led to an astounding 3,600% increase in email productivity by personalising both the timing and content of their communications based on customer intent. Ultimately, this focus on the full customer lifecycle, from onboarding to retention, has driven a remarkable 62% increase in lifetime customer value over the last 12 months, along with an 80% retention rate of new customers.

Join this session to discover how Le Chameau redefined its personalisation strategy to achieve such impressive outcomes. We’ll cover key topics, including:

• Mapping tailored tactics to each customer lifecycle phase.

• Implementing triggered communications and nudges that boost retention.

• Effectively measuring the impact on customer loyalty, lifetime value and churn

Aaron Smedley

Chief Digital & Marketing Officer
Le Chameau

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AI-driven personalisation has demonstrated unprecedented opportunities. By leveraging Generative AI organisations can manage vast datasets in real time, identifying customer needs and behaviors. This enables CX and marketing leaders to anticipate trends and deliver solutions that resonate deeply with their audiences. In practice, this means moving beyond traditional customer segmentation to true individualisation. However, these advancements come with a mandate: to balance innovation with ethics, scale with transparency, and efficiency with humanity. Ultimately, it’s not just about buying technology: it’s about buying outcomes that enhance customer experiences.

Join this panel discussion as we explore the foundational elements businesses need to achieve personalised experiences at scale through AI. We’ll discuss crucial considerations for ensuring ethical and transparent personalisation that delivers real value, enhances customer loyalty, and increases lifetime value.

Key discussion points will include:

• Invest in continuous iteration: AI-driven personalisation needs constant fine-tuning to remain effective in rapidly changing markets.
• Aligning AI-driven personalisation with strategic goals: Leaders must ask: How are we using AI-driven personalisation to not only meet customer needs but redefine success?·
• Balance technology and human insight: The most effective personalisation strategies combine AI-driven insights with human expertise

Janis Thomas

Managing Director
Look Fabulous Forever

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Emmanuelle Savarit

Head of User Research (Global)
JustEat Takeaway.com

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Curig Johnston

Former Director of Base Value & Personalisation
EE

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As brands strive to deliver tailored experiences, the integration of AI in predictive analytics has emerged as a game-changer, enabling marketers to anticipate customer needs and behaviours with unprecedented accuracy. As a result, the question isn’t whether to adopt AI but how to integrate it meaningfully across the entire CRM lifecycle.

In this session, our panel of key opinion leaders discusses how AI and ML are reshaping customer experiences by enabling brands to move from reactive engagement to proactive, predictive personalisation at scale.

Key discussion areas include:

• Dynamically adapting customer journeys using real-time behavioural signals

• Core capabilities required for leveraging streaming and contextual data

• Addressing challenges around data latency and system responsiveness

Nessa O’Gorman

Director, Product Management
Expedia

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Zeke Zhiqian Wu

Global CRM Program Manager
Nissan Motor Corporation

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Personalisation is never a finished project’s a journey of continuous learning and iteration. At LEGO®, we’re making significant leaps forward this year as we explore what personalisation means for one of the world’s most trusted brands. With children at the heart of our mission, but adults also a core part of our community, we’re finding our own way forward on the personalisation maturity curve. In this session, we’ll share how LEGO® is approaching personalisation thoughtfully and responsibly, the steps we’ve taken to introduce new features in 2025, and what it means to balance innovation with brand trust. You’ll hear about the challenges, successes, and lessons learned along the way.

Key Takeaways:

1. Personalisation is a journey, not a destination. No company ever truly “finishes” personalisation continuous progress and experimentation are

essential.

2. Trust shapes personalisation. For a brand like LEGO®, maintaining trust with families and children while offering personalised experiences for

adults is a unique and ongoing challenge.

3. Progress comes in leaps. New features and experiments help brands climb the maturity curve, finding the balance between customer needs, brand identity, and innovation