Scaling personalization in retail requires more than advanced technology—it depends on building the right operating model across teams, processes, and measurement. In this session, Coppel shares how it delivers personalized experiences to millions of customers by shifting from product-centric campaigns to customer-centric decisioning, supported by cross-functional teams and continuous use-case execution. By focusing on measurable incrementality and customer lifetime value, the organization has proven the profitability of personalization at scale. The approach highlights how aligning data, creativity, analytics, and governance enables sustained personalization impact across channels and customer journeys.
Presenter: David Benabib, Coppel
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