The Personalisation Paradox
Delivering AI Powered Relevance Without Intrusion

3 - 4 November 2026 | Hilton Kensington, London

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Suraj Nagaraj

Head of Product - Loyalty, Personalisation, Customer Experience Tesco

Conference Day One - Tuesday 3rd November

10:00 AM PANEL DISCUSSION: Scaling Technology-Driven Personalisation Across the Enterprise

Generic campaigns: 1–3% conversion. AI-powered personalisation: 8–18%. But the real opportunity isn't better product recommendations. It's the shift from "which product should we sell this customer?" to "what does this customer need, and when?"

Personalisation at scale goes far beyond simply adding a first name to an email or sending a birthday offer. Today's AI-driven personalisation is about delivering consistent, intelligent, and individualised experiences across the entire customer journey, automatically adapting content, timing and messaging. As customer expectations continue to rise, scalable personalisation has become a business imperative as when executed effectively it can significantly increase customer loyalty, engagement and lifetime value.

Yet despite major investment in data platforms, AI technologies, and customer engagement tools, many organisations still struggle to scale beyond isolated pilots or limited marketing use cases. A significant gap remains between those organisations successfully operationalising AI-driven personalisation and those unable to move beyond ambition into execution.

In this session, we will explore the real business value of AI-driven personalisation at scale, the common barriers organisations face, and the practical steps required to overcome them. The discussion will examine the critical challenges preventing scalable execution, including fragmented data ecosystems, organisational silos, legacy infrastructure, governance and privacy concerns and the difficulty of aligning personalisation initiatives with wider business objectives.

Key Discussion Points Include:

Why AI-driven personalisation at scale is now a strategic business priority
How leading organisations are scaling personalisation across the enterprise
Practical strategies for overcoming operational and technological barriers

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

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