The Personalisation Paradox
Delivering AI Powered Relevance Without Intrusion

3 - 4 November 2026 | Hilton Kensington, London

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Billy Cheng

Head of Consumer Data Activation L'Oreal

Billy currently serves as the Head of Consumer Data Activation at L'Oréal, where he oversees CRM and data activation strategies across the company's four divisions, including key brands like Lancôme and Kiehl's. Prior to joining L'Oréal, he was the Head of CRM & Loyalty at Reckitt, where he developed CRM strategies for their e-commerce platforms. Previously, he held the position of Group Senior CRM Manager at A.S. Watson, the parent company of Superdrug, managing CRM & loyalty strategies for 100 million members.

Conference Day Two - Wednesday 4th November

1:30 PM PANEL DISCUSSION: Building a People-Led, Technology-Enabled, Mindset for Your Personalisation Strategy

In the evolving world of marketing, we often overlook a fundamental truth: loyalty is built on trust, not algorithms.

Personalisation is more than data, automation, and AI-driven recommendations. Like a handwritten letter in a digital world, truly meaningful personalisation creates a human connection that makes customers feel understood and valued. But as AI continues to transform the way businesses market to customers, how do organisations strike the right balance between intelligent technology and the human touch? Should AI lead the personalisation strategy or should it simply empower people to create better experiences?

In this panel discussion, we explore the idea that technology is the enabler, but human connection is the differentiator. We will discuss how organisations can adopt a People + Technology mindset, using AI to enhance relationships rather than replace them.

Key discussion points include how to:

• Find the right balance between AI-driven personalisation and the human touch

• Build an internal culture that embraces AI as an enabler, rather than relying on technology as the sole solution.

• Ensure technology strengthens customer relationships while keeping human connection at the centre of the personalisation strategy.

Check out the incredible speaker line-up to see who will be joining Billy.

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