From Insights to Action: Scaling Personalised Experiences in a Privacy-First World

24 - 26 November 2025 | Hilton Syon Park, London, UK

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Jessica Ham

Head of Customer Experience National Grid

Workshop Day - Monday 24th November

1:00 PM WORKSHOP A: BEST PRACTICES FOR PERSONALISATION IN AN OMNICHANNEL ENVIRONMENT

Omnichannel marketing campaigns can achieve a 287% higher purchase rate than single-channel campaigns, illustrating thatthe power of personalised omnichannel experiences cannot be overstated. Consumers expect seamless, personalised interactions across multiple channels, and those brands that fail to deliver risk losing their competitive edge.

However, delivering on this promise isn’t without its hurdles. Businesses often grapple with challenges like data silos, integration issues, inconsistent messaging, and a fragmented understanding of the customer journey. Join this interactive workshop as we explore the best practices, which often get overlooked, for creating successful personalisation in an omnichannel environment.

Key talking points include:

• Mapping the Customer Journey: Thoroughly understand your customers’ paths across all online and offline touchpoints. Identify pain points, moments of truth, and opportunities for personalisation

• The importance of starting small: Don’t try to personalise everything at once. Begin with a few key channels or customer segments, learn from your results

and then expand your efforts

• Continuous testing: Personalisation is an ongoing process. Continuously test different approaches, analyse the results, and refine your strategies.

• Feedback Loops: Establish mechanisms for collecting customer feedback across all channels and use this feedback to inform and improve your personalisation efforts

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

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: 44 (0) 207 368 9300
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk