The Personalisation Paradox
Delivering AI Powered Relevance Without Intrusion

3 - 4 November 2026 | Hilton Kensington, London

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Peter Louca

Head of Performance Marketing Fidelity International

Conference Day Two - Wednesday 4th November

10:30 AM PANEL DISCUSSION: Context is King - Personalisation Across Channels Through AI

Customers don't think in channels, they think in moments. They browse a product on mobile, abandon a basket on desktop, open an email later that day, and scroll past a reminder on social media the next morning. Each of these interactions is a signal of intent or need.

Yet too often, these signals exist in isolation. When customer data and context are fragmented, brands risk creating disjointed experiences with irrelevant recommendations, duplicated messaging, or inconsistent storytelling across touchpoints. The result fatigue, disengagement, and lost opportunity.

Cross-channel personalisation addresses this challenge by connecting those signals into a unified understanding of the customer, enabling brands to deliver experiences that are consistent, context-aware, and continuously adaptive. At the heart of this evolution is AI. From next-best-action models to generative content and automated journey decisioning, AI is making it possible to personalise at a level of scale and speed across channels that was previously unattainable.

This panel discussion explores how leading organisations are moving beyond experimentation toward operationalised cross-channel personalisation. Join us to explore:

How to design customer journeys that adapt in real time across channels
The data and technology needed to unify cross-channel experiences
How to measure success in a cross-channel world

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

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