• Understanding what the customer needs and wants and shaping a personalisation strategy to address this.
• Exploring how brands can improve the customer journey through continuous refinement and adaptation to evolving consumer preferences.
• How data can inform us in how to personalize experiences, optimize touchpoints, and foster long-term customer relationships for sustained business growth.
• Delving into actionable insights and best practices through practical examples, illustrating the effectiveness of personalized approaches in driving engagement and loyalty.

Gianfranco Cuzziol

Former Business Lead (Head of Customer)
Dr Martens

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• Empathetic Connections: Discuss strategies for understanding consumer needs, building trust, and incorporating a human touch in digital interactions to foster loyalty and satisfaction.
• Building Data Products: Highlight how customer insights enable businesses to develop valuable data products that drive personalization, improve decision-making, and enhance overall customer experience.
• Long-term Relationship Building: Discuss methods for maintaining continuous and evolving relationships with consumers by anticipating future needs and preferences based on data analysis, leading to sustained business success.
• Delivering Personalisation Capabilities: Consistent personalisation across all touchpoints to ensure a seamless and engaging customer experience.
• How organisations should look to deliver personalisation and data value in the age of privacy-conscious consumers. How respecting privacy builds trust and enables ethical personalisation practices that benefit both the customer and the business.

Elton Ollerhead

Director - ASOS Media Group
ASOS.com

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Will Pearl

Head of Loyalty & CRM
B&Q

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Kelly Atkins

Head of Digital Marketing
BT Business

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Aislinn Mallon

Head of CRM, Engagement
The Guardian

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Generative AI, Machine Learning models, Natural Language Processing... there's a lot of buzz around new technologies and how they're changing the eCommerce landscape. With the entire world talking about AI, the conversation can often get diluted, repetitive, or sometimes so filled with jargon it loses all meaning. So, how can you practically leverage AI innovation within your digital experience strategy? Join Craig for this no-fluff session to discuss and discover practical examples and inspirational use cases from real brands who are ushering in the future of shopping to increase automation, lower operational costs, and drive more revenue.

Craig Ridgway

Director
Dynamic Yield by Mastercard

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Discover how the LTA is advancing British tennis through the strategic implementation of a personalisation engine, enhancing customer engagement and driving business success.

• Investigate the LTA's sophisticated digital transformation, which has reshaped their customer journeys.
• Discover how their customer engagement strategy has driven significant growth in participation and ticket sales, realising ambitious business objectives.
• Gain insights into the internal strategies and team training that have underpinned the LTA's successful deployment of their personalisation engine.

Ben Francis

Head of Customer Engagement
LTA

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As expectations continue to increase, AI unlocking new ways of creating more personalized experiences and privacy regulations evolve, there is a need to re-imagine how to tailor personalized experiences across channels. 

Michiel Dorjee – Director Digital Experience at Optimizely will showcase how Optimizely has transformed from a one-size-fits-all strategy to providing hyper-relevant, personalized 1:1 messaging combining integrated technology in combination with smart AI. 

In this session you will learn: 

• How to develop a scalable personalization strategy 
• How to combine recommendations and targeting for optimal experiences 
• How to build smart customer segments using multiple data sources for best results 
• How to measure the impact of your personalization campaigns 

Michiel Dorjee

Director Digital Experience
Optimizely

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• Building Data Assets: Focus on privacy and compliance while creating value exchanges that encourage customers to willingly share their data, emphasizing the importance of first-party data.
• Diverse Data Utilization: Learn how to effectively use zero, first, and second-party data to gain deep insights into your customers.
• Comprehensive Customer View: Learn to stitch together a comprehensive picture of the customer through an ecosystem of digital touchpoints, including first-party data and behavioral data across multiple devices, to deliver a truly personalized experience.
• Reliable Activation: Discover strategies for activating customer data reliably, ensuring personalized and meaningful interactions.
• Digital Transformation: Understand how digital transformation facilitates seamless engagement across all organizational channels.
• Technology Integration: Explore the role of emerging technologies and platforms, such as CDPs and AI, in merging data streams for accurate targeting and personalisation.

Zack Wragg

Senior Product Owner – Digital Commerce Transformation
Merlin Entertainments

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Noa Mokhnachi

Head of CRM UK/IE, Europe & ME
L’Occitane Group

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Yufei Ai

Data Science Manager, Personalisation
Asda

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• Personalisation Beyond Third-Party Data: Engaging with the Total Addressable Audience.
• Holistic Integration with CDPs: Utilize Customer Data Platforms to achieve a comprehensive view of the customer, enabling precise personalization and real-time updates.
• Leveraging Contextual and Real-Time Data: Define conditions and trigger immediate customer experiences without relying on third-party data, ensuring dynamic engagement.
• Prioritizing Privacy and Ethical Marketing: Align data usage with privacy regulations and ethical practices, addressing consumer privacy concerns and fostering trust.

Anji Udeshi

Director, Fan Growth
World Rugby

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• Understanding the Scope of Personalisation at Scale: Discussing what personalization at scale looks like in action across different industries.
• The most critical success factors to making personalisation at scale happen today and in the future?
• Technological Foundations: Exploring essential technologies and platforms that facilitate scalable personalisation.

Steve Forde

Director of Product: Core Experience, ITVX
ITV

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• Where can an organization look to add value to the overall customer experience?
• The importance of ethical personalisation practices, and which are the foundation for creating timely, relevant and context-specific interactions.
• How the membership model creates deeper customer engagement, drives loyalty and aligns with a brand mission.

Aaron Mitchell

VP, Membership & Personalisation, M&C Marketing
the LEGO Group

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• Operational and Commercial Alignment: Structuring operations to support personalization efforts efficiently, aligning them with commercial goals to maximize ROI and adaptability in a competitive and regulated landscape.
• First-Party Data Strategy: Implementing strategies for effectively using first-party data to drive personalization while maintaining compliance with data protection regulations.
• Technology & Data: Building a robust technical infrastructure that integrates advanced analytics, AI, and machine learning to support and scale personalized experiences, ensuring data privacy and security.
• Integrative Customer Experience: Leveraging deep insights into customer preferences from multifaceted data to drive a personalized approach, enhancing customer satisfaction and loyalty while complying with regulatory standards.
• Content Personalization: Developing and delivering dynamic content that adjusts to user interactions, ensuring relevance and engagement at every touchpoint within regulatory guidelines.

George Cairns

Head of Product Personalisation
Lloyds Banking Group

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• Understanding and Investing in the Customer Journey: Defining the end-to-end customer journey and identifying how to invest in this product journey to enhance personalization. Reviewing the broader tech stack (not just AI and automation tools) to see how the organization can add value. Examining the entire customer lifecycle and organizing internally to optimize it.
• Aligning Operational and Commercial Goals: Approaches for aligning personalization initiatives with business objectives to maximize ROI and achieve adaptability.
• Integrating Data Across Silos: Strategies for pulling together valuable data from different silos to drive value, improve personalization, and create a cohesive customer experience.
• Building a Scalable Personalisation Infrastructure: Key components for supporting advanced analytics, AI, and machine learning, ensuring scalability and agility.
• Driving Innovation through Personalisation: Exploring how personalisation can drive innovation within the organization, fostering a culture of continuous improvement, and leveraging emerging technologies to stay ahead of market trends.

Stephanie Verschoor

MD Head of User Experience Design and Digital Solutions
NatWest

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Dave Robinson

Customer Strategy & Analytics Director
Virgin Red

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Neil Thornton

Senior Digital Personalisation Manager
Harrods

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Ben Hammond

CRM Director
BBC Studios

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