What are you most excited about in customer engagement overall?
I’m really excited about how AI is transforming personalisation from reactive to truly predictive. We’re no longer just looking at what customers did yesterday; we’re using AI to anticipate what they’ll want next and proactively shape that journey. That’s a huge mindset shift for customer engagement. I’m also fascinated by how brands will navigate the post third-party cookie world. It’s forcing us to become more creative with first-party data strategies and build deeper, trust-based relationships with customers. And finally, localisation at scale is something I’m passionate about-how do we deliver globally consistent brand experiences while keeping content and engagement deeply relevant to local markets? That’s where the magic happens!
