personalisation

New survey finds retailers scaling video, UGC and AI as mobile shopping, social commerce and personalisation compete for attention.

These capabilities create a continuous intelligence loop across Iterable, where customer context informs each interaction and every response improves what happens next.

As loyalty moves beyond points and discounts, Loyalty & Reward Co’s Srikrishna Mohan and Philip Shelper explain why relevance, behaviour and measurable value will define the next generation of loyalty programs.

As buyers delay contacting vendors until deep into their decision-making, the real constraint on personalisation isn't technology — it's trust.

Brand preference doesn’t disappear, but it splits into two audiences. The consumer still forms the preference. They decide which brands they trust enough to let an agent act for them, and that decision stays emotional and human, says Brian Kealey, Managing Director, APAC, Klaviyo.

Tailored experiences powered by data or personalisation engines.

Brands need to function as a connected unit grounded in a solid customer data foundation or else they risk missing hidden signals across their organisation, says Varun Sharma, VP & Head of SAP CX – Middle East Africa, SAP.

AI Overviews are cutting clicks to top results. The next challenge is making websites as responsive as the search that brought visitors there.

Virtual Teammates can take on defined responsibilities, retain organisational knowledge, and proactively complete work without repeated prompting.

As enterprises move beyond simply unifying customer data, the next challenge is making that context actionable across marketing, AI and commercial systems, says Mohamed Ali, RVP MENA at Zeotap.