The Personalisation Paradox
Delivering AI Powered Relevance Without Intrusion

3 - 4 November 2026 | Hilton Kensington, London

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Kirsty Gordon

Head of Product Sky

Conference Day Two - Wednesday 4th November

10:00 AM KEYNOTE: Joining the Dots

Understanding Context and Intent in a Personalised World

We're investing heavily in AI, automation, decisioning and personalisation. But what if we've become so focused on building capability that we've lost sight of the customer context surrounding it?

As the product leader responsible for personalisation capabilities and the My Sky App at Sky, Kirsty Gordon shares how a shift from capability-thinking to context-thinking changed the way her teams approach customer experience.

An exploration of intent, context and orchestration, and why the future of customer experience may not be about delivering more personalisation at all.

It may be about joining the dots

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

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