2019 Agenda


DEBATE: As an industry obsessed with personalisation, are we all missing the point?

11 Oct 2019
Customer Experience Stage
  • Over the last decade, we’ve become an industry obsessed with personalisation. And it’s paying off; we are closer to customers, providing better experiences and reducing media wastage like never before.
  • But has our fixation with ‘the art of the personal’ led us astray?
  • Primed to lock horns, these experts get to grips with the true meaning of customer experience…
  • What do customers actually want?  Is there a difference between personalisation and individualisation? And are there disconnects between our views as ‘experts’, and the stark reality?


Michael Barnett, Commercial Content Editor - Xeim
Darren Loveday, SVP Customer Engagement - Thunderhead
Mic Conetta, Head of CRM - Arsenal
Joana van den Brink-Quintanilha, VP, Principal Analyst - Forrester

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7 - 8 October 2020 


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