BRINGING THE EDGE TO PERSONALIZATION

A branch of Currys, Elkjøp is the leading consumer electronics retailer in the Nordics and a market leader operating in nine countries. The company’s goal is to enrich people’s lives by providing convenient access to relevant cutting-edge technology. A natural fit for achieving a better consumer experience, personalization has become a critical pillar to future-proofing its business in both a competitive and challenging market. Julia Paulsen, the Director of eCommerce, will share her vision for personalization — including the questions she has asked along the way, the failures and successes that Elkjop has faced, and the practical path she’s taking to move the business forward.

We will learn:

• How to know if you’re on the right path with personalization
• Practical steps to move your program in the right direction
• Why personalization matters in the face of business challenges
• Three key takeaways to implement in the next week, quarter, and year

Track #1: Guided Selling – A powerful framework for maximizing user journey impact

• Session 1: Translating the in-store experience online with Daniel Williams, CSM at Dynamic Yield
  • We will discuss the current market and how you make sure your brand stands out among an influx of competition. 

• Session 2: Qualifying visitors and creating zero party data with Francis Kinder, CSM Team Lead at Dynamic Yield
  • We will discuss the growing concerns of data limitations due to GDPR and privacy issues and how they can impact your personalization program. 

Track #2: End-to-End Personalization – How to enrich experiences across touch points

• Session 1: Executing on a connective omnichannel experience with Vivian Ly, CSM at Dynamic Yield
  • We will discuss the fragmented journey a user typically experiences and how to streamline your audience learnings across channels and touch points for greater cohesion. 

• Session 2: Adding a personalized touch to your email campaigns with Maria Khan, CSM at Dynamic Yield
  • We will discuss the importance of email as a channel and how these communications can better fit into a user’s journey through tailored email sends. 

Track #3: Financial Services Track – Exclusive to Financial Institutions: 10:45 – 11:30 AM

• Session 1: Driving digital growth with customer-centric personalization – How to practically craft and execute a customer-centric personalization strategy that drives digital growth and loyalty
  • We will discuss how to align personalization with the customer experience, pinpointing key moments in the user journey for maximum impact, and share real use cases for inspiration to deliver effective personalization across it.

• Session 2: Pioneering Personalization Excellence in Financial Services with Synchrony – How to build, maintain, and grow a personalization program that drives results and brings a meaningful impact to your organization

• • Denisse Gomez Blancarte, VP of Digital Personalization at Synchrony, will discuss how to build a practice of personalization within your organization. Denisse will share insights from Synchrony’s real-world successes, address common challenges, and offer practical strategies for how to overcome them.

A 7-billion-dollar global brand that redefined how people enjoy coffee at home, Nespresso began its personalization journey 2 years ago with its US market. Today, Ian Bennett, Sr. Digital Commerce Optimization Specialist, will discuss Nespresso’s program growth, which has gone from implementing early best practices to being truly strategy-driven, enabling the business to creatively meet KPIs through iteration and innovation. Additionally, he’ll cover how clearly structuring the personalization team has both fostered organizational alignment and enriched Nespresso’s roadmap development process.

We will cover:

• The “greatest hits” and best practices over the course of Nespresso’s program
• Nespresso’s 3-pillar approach to organizing its personalization strategy
• The structure and roles of Nespresso’s personalization team
• Key takeaways to act on in the next week, month, and year

Track #1: Guided Selling – A powerful framework for maximizing user journey impact

• Session 1: Implementing ‘Guided selling’ during the holiday season with Itamar Golomb, CSM, and Yuki Shuck, Senior CSM at Dynamic Yield
  • We will discuss trends and changes to user preferences during the holiday season as well as how you can prepare and take advantage of that for greater performance.

• Session 2: The power of product discovery with a guided approach with Hannah Solmor, CSM at Dynamic Yield
  • We will discuss how to overcome the paradox of choice through the effective implementation of product recommendation strategies at critical moments in the customer’s journey.

Track #2: End-to-End Personalization – How to enrich experiences across touch points

• Session 1: Baking personalization into the heart of a loyalty program withwith Kyle Clark SVP, Merchant Loyalty and James Hallock, VP Product Management at SessionM
  • We will discuss new loyalty paradigms as well as building consumer trust, connections, and everything in between. 

• Session 2: Elevating your personalization program with CRM data with Sahil Sharma, CSM Team Lead at Dynamic Yield
  • We will discuss the importance of creating a single source of truth for data, best practices for doing so, and the positive impact it can have on your overall efforts.

To have a successful personalization program, you need more than just a great tool — you also need a strong team structure and buy-in from the right stakeholders. On this panel, Ann Marie Ippoliti, VP of Digital eCommerce at Michael Kors and Al Lee, VP of Digital & Technology at JM Bullion, will discuss their personalization team structures and the lessons they’ve learned, with Francis Kinder from Dynamic Yield moderating.