The Industry's Premier Event Dedicated To Consumer Personalisation

5 - 6 nOVEMBER | Hilton London Olympia Hotel, uk

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Ben Hammond

CRM Director BBC Studios

I’m a CRM specialist with over 15 years’ experience in the industry, having worked within CRM agencies and large corporations such as JustGiving, Nuffield Health and more recently with the BBC where I’m currently CRM Director for BBC Studios. I’m passionate about leveraging data to deliver more relevant and meaningful relationships between customers and brands. I specialise in building multichannel customer journeys and managing large scale digital transformation projects.

Main Day 1 - Tuesday 5th November

4:45 PM Panel: Transforming into a Customer-Centric Organization for Effective Personalisation Strategies

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.

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

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