Personalisation Summit | Letter from the Event Director

Welcome to the personalisation evolution!

Personalisation has evolved far beyond a marketing or CX feature; it's now a fundamental business strategy. Today's consumers expect tailored experiences across every channel, with 71% anticipating personalised interactions and a significant 67% feeling frustrated when this doesn't happen. When done right, personalisation dramatically enhances brand loyalty, customer retention, and overall experience.

However, despite this clear value, the path to achieving truly effective personalisation remains out of reach for many brands.

Why is this?

A key challenge lies in the laser focus on privacy. Customers increasingly demand transparency about when and how their data is used. This, coupled with persistent data silos and difficulties in working with real-time insights, often leads companies to deliver personalisation without genuine purpose. The result can be "creepy" messaging, irrelevant content, and ultimately, customer unsubscribe requests.

It was precisely these challenges, frequently raised at our wider marketing events, that led to the creation of The Personalisation Summit – the first of its kind in Europe. For the second year running, we're bringing together senior CX and marketing leaders to address the critical question: how do you personalise at scale in an era of heightened privacy?

Our agenda features four dedicated tracks, diving deep into:

• Customer Data Strategies

• Content and Journey Orchestration

• Responsible AI Use

• Building Trust with Personalisation

You'll also gain invaluable insights from case studies by leading brands such as Uber, L'Oréal, and E.ON, showcasing how they effectively personalise at scale and optimise loyalty, email marketing, and digital content. Join me in London this November to gain actionable takeaways that will empower you to evolve your personalisation strategies and ensure you're personalising with genuine purpose.

I look forward to seeing you there.

Nikki Kandola