Data challenges often torment customer-facing teams. With the rapid advancements in AI, overcoming these data hurdles has become more urgent than ever. To truly unlock the potential of hyper-personalisation, businesses must centralise data collection and move beyond siloed approaches. Join this session to learn how JLR is consolidating customer data from various sources to create a unified customer view. This comprehensive approach enables a deeper understanding of customer behaviour, preferences, and needs, leading to significantly more effective personalisation strategies.

The team from JLR will discuss how historically personalisation has been viewed through a narrow lens, primarily using data collected within marketing-led domains. However, true hyper-personalisation demands a broader perspective. They will explore how to leverage data across the entire commercial domain and integrate it from broader enterprise sources to drive exceptional personalised experiences and enhance decision-making.

Key Discussion Points:

• Overcoming data silos: Discover practical tactics for unifying customer data across diverse teams, tools, and channels, ensuring a comprehensive 360-degree customer view

• Operationalising personalisation: Learn how to transform data insights into real-time, personalised experiences across both digital and physical touchpoints

• Measuring success and ROI: Explore key performance indicators to prove the tangible value of data integration in your customer experience initiatives

Chris Parker

Global Head of Customer Data
JLR

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Benjamin Cheadle

Head of Customer and Marketing Analytics
JLR

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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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In today’s digital landscape, consumer privacy concerns are paramount. A recent survey highlights this, revealing that a significant majority of consumers are highly concerned about the privacy of their personal identity when shopping online. This concern spans generations, with Baby Boomers (68.1%) and Gen-X (64.2%) leading the charge, and over half of Millennials and Gen-Z also expressing similar sentiments. How can brands deliver the personalised experiences consumers crave while respecting their privacy? The answer lies in a robust first-party customer behavioural data strategy.

Join this essential session to discover how leveraging comprehensive first-party behavioural data empowers brands to future-proof their personalisation efforts. We’ll explore how this approach not only accelerates customer engagement and retention but also demonstrates tangible ROI from your marketing investments.

Key Discussion Points Include

:• Understanding the privacy landscape: A deeper dive into consumer privacy concerns across generations and the impact on personalization strategies.

• The power of first-party data: How collecting and utilising direct customer behavioral data builds a foundation for ethical and effective personalisation.

• Future-proofing personalisation: Strategies for adapting to evolving privacy regulations and consumer expectations.

• Accelerating engagement & retention: Practical approaches to using first-party data to create highly relevant and engaging customer journeys

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.

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 Officer (CDO)
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

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

Zeke Zhiqian Wu

Global CRM Program Manager
Nissan Motor Corporation

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Personalised AI can transform content creation by analysing real-time data from social media activity and user-specific buying behaviours, allowing marketers to create highly tailored content for specific groups. This can lead to enhanced SEO, overcome writer’s block, and can prove to be incredibly cost-effective. However, while AI brings valuable efficiencies to content creation, it also poses some challenges that make its implementation more complex. AI generated content can lack the emotional depth that human writers bring, which can lead to messaging that feels impersonal. Additionally, AI is highly data-dependent; if it’s trained on outdated data, it may produce content that is not only irrelevant but potentially misleading, creating quality concerns.

In this session, we’ll explore practical strategies for tackling these issues, focusing on how to:

• Ensure accuracy and relevance with human supervision: Discover why human oversight is non-negotiable for maintaining high-quality, impactful content
• Train AI on brand assets: Learn how to “teach” AI your unique brand voice to ensure consistency.·
• Establish style guides and “Do Not Use” lists: Implement clear guidelines to control AI output and maintain brand integrity

As organisations scale their personalisation efforts, a fundamental question emerges: what is the optimal operating model? The choice between a centralised and federated approach significantly impacts everything from execution speed to brand consistency. Getting this right is crucial for translating personalisation strategy into tangible business results.

This session will provide a comprehensive exploration of these two dominant personalisation operating models, examining their inherent strengths, weaknesses, and the strategic implications of each.

Key discussion points include:

• Trade-offs between control and agility: Explore the critical trade offs between control and agility inherent in centralised and federated personalisation

• Governance models for federated brand teams: Learn about practical governance models that enable local autonomy while ensuring overarching strategic alignment and data integrity

• Hybrid frameworks: Discover practical examples of how businesses combine elements of both centralised command and federated execution to achieve optimal results

Abdul Khaled

Head of Digital | Customer Experience & Digital Products
E.ON Next

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The true triumph of any personalisation effort isn’t just in crafting compelling experiences, but in definitively proving their impact. Understanding what resonates with different audiences, through various messaging tactics, at precise moments in their customer journey, is paramount. However, the path from personalisation strategy to measurable success is fraught with complexities. Data fragmentation across a multitude of channels creates an incomplete and disjointed view of the customer, making it incredibly challenging to accurately track individual journeys.

Join this session to uncover actionable strategies for embedding robust KPIs into your personalisation framework, effectively demonstrating tangible ROI, which is crucial for securing sustained funding for your strategic initiatives.

Key Discussion Points:

• Measuring uplift and performance: Learn how to establish effective control groups and design rigorous A/B/n tests that isolate the true, additional value created by personalisation

• Mastering attribution in cross-channel journeys: Explore advanced attribution models and techniques that move beyond last-click biases, enabling you to more accurately credit the influence of personalised touchpoints across diverse channels

• Linking personalisation to core business KPIs: Discover how to build compelling business cases that clearly articulate how personalisation drives these customers’ loyalty and retention.

A Personalisation CoE isn’t just a nice-to-have; it’s absolutely crucial for any business aiming to truly scale and embed personalisation deep within their customer journey. A well-structured CoE ensures consistency across all customer touchpoints, standardises how you measure ROI, and fosters a culture of shared knowledge and continuous improvement. However, the journey to establish a robust Personalisation CoE is often fraught with challenges. Organisations frequently grapple with fragmented data, siloed teams that resist change, and significant hurdles in integrating complex technologies. Overcoming these obstacles is key to unlocking the full potential of your personalisation efforts.

Join this session as we explore the foundational elements for building a successful Personalisation CoE that delivers true, scalable personalisation. We’ll dive into:

• Developing playbooks, training, and tooling for Impact: Discover how to create comprehensive playbooks that document best practices and processes, ensuring consistency and efficiency across all personalisation initiatives.

• Structuring your CoE for support and scale: Delve into various models for structuring your Personalisation CoE, whether it’s a fully centralised team, a federated network, or a hybrid approach.

• Lessons learned from early adopters: Uncover crucial lessons learned from early adopters in building their Personalisation CoEs.