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