Next-stage personalisation: a new frontier for CX

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 Kato-Spyrou Steve Kato-Spyrou UX Manager John Lewis Bio
Oliver Cook Oliver Cook Head of Retail Lending Metro Bank Bio
Anand Sampat Anand Sampat Head of Customer Experience c2c Bio
David Rosen David Rosen Office of the COO, Strategy, Customer Value and Digital Transformation TIBCO Bio
Natalie  Chisholm Natalie Chisholm Voiceover Artist, Actor & Presenter