Next-stage personalisation: a new frontier for CX
Delivering engagement, experience and empathy to maximise value for your customers
Discussion points:
- What did personalisation look like and what is now expected of it due to the likes of Netflix and Amazon?
- Market-of-one: exploring strategies for making each customer interaction feel entirely tailored
- Ensuring your personalisation doesn’t become too intrusive and counterproductive
- How best to balance personalisation and consumer choice
- Does advanced personalisation limit chance purchases or increase them?
- The next step in advanced analytics: how should companies really be using it?
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Steve is helping develop test and learn thinking (that has persistent in digital for a long time) at an organizational level. He has also designed the components for the componentization of the John Lewis and Sky.com sites, in order to create a consistent customer experience and drive production efficiencies. Steve’s current passion is creating ways to facilitate leadership level workshops, in order to push things forward and not just create circular debates.
Angel joined Santander UK in 2017 as Head of the Data Science, focusing on implementing Machine Learning solutions to increase the value we offer to our customers and reduce costs. Prior to that, Angel worked at PricewaterhouseCoopers since 2004, both in Spain and UK, where he led one of the advanced analytics teams in the financial services sector, implementing machine learning solutions for UK, European clients and regulators.
Anand is Head of Customer Experience at c2c Rail, an award winning UK train operating company running commuter services into London. At c2c, Anand leads on future customer experience strategy, securing investment in customer experience initiatives and overseeing c2c’s customer contact teams. Prior to c2c, Anand was a market research consultant with Oliver Wyman and has also had previous managerial roles within the hospitality and financial services industries.
David sits in the Office of the COO at TIBCO Software where he works closely with TIBCO’s and its customers’ leadership teams to shape the future of their digital transformations. David has a long history of combining technology, analytics and business strategies to define, refine and deliver industry-changing innovation. Prior to joining TIBCO, David was a partner with Oliver Wyman and held a number of customer insight and customer experience roles at Silicon Valley technology firms.