In a world where your guests expect Amazon-level personalisation and Netflix-style recommendations, sending them generic emails, one-size-fits-all offers, or calling them “Dear Guest” just won’t cut it anymore.

In this session, we’ll explore why personalisation is not optional. It's no longer a “nice-to-have” it’s your competitive edge. We’ll break down how to use data, digital tools, and automation to craft guest journeys that feel tailored, timely, and totally on-brand.

Expect real examples, honest mistakes, and a few laughs including why personalisation is a lot like giving someone a birthday gift... and what happens when you get it completely wrong.