M&S Personalised Customer Interactions: A Recipe for Success - E125

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Global retailer Marks & Spencer embarked on a journey in 2020 to transform its personalisation program to deliver more relevant experiences to its wide base of customers purchasing apparel, food, and home goods. As any retailer knows, this is no small task. Alex Williams, head of Growth and Personalisation for M&S, shares details of how the UK’s leading retailer is building the capability to personalise at scale. Alex takes us on a journey from where the company started 18 months ago to delivering over 500 million personalised customer interactions.

Learn about:

  • The key elements to building a foundation for personalisation excellence
  • Building a business case for a personalisation program
  • Scaling personalisation across millions of customer interactions

Track: Digital Commerce, Customer Data Management, Omnichannel Marketing and Optimization, Personalization at Scale

Session Type: Session

Technical Level: General Audience

Presentation Style: Thought Leadership

Audience Type: Business Analyst, Digital Marketer, Marketing Executive, Segmentation Specialist, Commerce Executive, Content Marketer, Optimization Manager, Web Marketer, Commerce Marketer/Merchandiser, Web Analyst, Web Designer

Industry Focus: Commerce, Consumer Goods, Retail

Business Type: B2C, SMB

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Presented by R2integrated

Optimizing the Customer Journey Via Data and Personalization

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