Join fellow customer experience and personalisation professionals across retail & FMCG, for an evening of wine tasting with accompanied selected cheeses, as we explore how to delight and retain customers in an increasingly digital era.

In 2021, “changing customer behaviours” ranked as a bigger challenge for business leaders than changes resulting from Brexit and “changing working environments”. Today 78% of consumers consider shopping online better and easier than in-person, as a result of the pandemic*. But it’s not just customer behaviour that is rapidly evolving: the potential that augmented and mixed reality have to open up new touchpoints, increased demand for real-time personalisation across multiple channels, and what can only be described as the “cookie apocalypse”, are transforming how businesses will interact with consumers in 2021 and beyond.

So what should businesses do about it? And how can they drive emotional engagement? With many organisations struggling to track buying behaviour or to create a 360° view of their customers, inability to access and use data effectively is crippling organisations’ CX dreams. In this session, we will dive into the secrets behind data-driven hyperpersonalisation across touchpoints and explore how an end-to-end customer engagement platform can be the foundation for customer engagement success.

18.00 Welcome 

18.10 Wine tasting with The Graped Crusader 

18.20 Tailoring a Bespoke Boden customer journey

Rachael Thornton, Head of Global Marketing Communications, Boden

18.30 Knockout Wine

Richard Saxton, The Graped Crusader

18.40 The Path to Personalisation Perfection

Laura Brown, Senior Marketing Strategist, Cheetah Digital

19.00 Discussion rooms

Explore the secrets behind perfecting personalisation across multiple touch points. 

19.30 Close

In partnership with

Rachael Thornton, Head of Global Marketing Communications, Boden