Customer-centric AI

"Discover how AI can enhance customer journeys while respecting privacy and preferences"

This session explores how marketers can use AI to drive personalisation while remaining transparent, fair, and compliant. We cover practical strategies, recommended tools, and real-world use cases across the customer journey. The aim is to balance commercial success with customer trust.

AI is customer-centric when it adapts to individual needs, behaviours, and preferences without compromising autonomy or privacy.It focuses on increasing relevance and efficiency while upholding fairness and transparency.

Key priorities:

Respect customer intent

Use data responsibly

Support rather than manipulate

Why Ethical Personalisation Matters

According to Cisco’s Consumer Privacy Survey, 81% of people are concerned about how businesses use their data.Customers now expect personalised experiences, but also expect clear control over their information.

Personalisation without ethics reduces trust, increases opt-outs, and risks legal penalties.

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