Scaling Personalized Experiences in a Complex Energy Market

In-Person On-Demand Session

Scaling Personalized Experiences in a Complex Energy Market - S709

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Speakers

  • Florine Klop

    Florine Klop

    Program Manager Digital Innovation, Vattenfall Netherlands

  • Diederik Kielbaey

    Diederik Kielbaey

    Sr. Consultant, Merkle

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Session Resources

About the Session

Delivering relevant, timely customer experiences at scale is critical as the energy market grows more competitive. Vattenfall, one of Europe’s largest energy providers, is transforming its customer engagement model. Florine Klop from Vattenfall NL and Diederik Kielbaey from Merkle share how the company is shifting from a channel‑centric approach to a unified, data‑driven experience engine. With a layered data foundation in Adobe Real-Time CDP and real‑time decisioning in Adobe Journey Optimizer, Vattenfall has built a scalable personalization framework that drives measurable business impact and lays the groundwork for true 1:1 experiences.

Key takeaways:

  • How 450+ commercial offers were integrated into Adobe Journey Optimizer and activated with real‑time decisioning to increase relevance and conversion
  • How modular, reusable offers accelerate time to market and make large‑scale personalization sustainable
  • How marketing teams gain agility and ownership by orchestrating CX through Adobe’s platform

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Industry : High Tech, Industrial Manufacturing

Technical Level: General Audience, Beginner to Intermediate, Intermediate to Advanced

Track: Customer Engagement, Customer Data Management and Collaboration, Enterprise Productivity for High-Performing Teams

Content Category: Case/Use Study, Thought Leadership

Audience : Campaign Marketer, Digital Marketer, Executive, Marketer, Martech Professional

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