Personalisation remains a challenge for most luxury and premium consumer brands and retailers. Whilst the majority of clients expect tailored interactions and continuity across channels, BCG finds that more than half (56%) of luxury consumers are dissatisfied with their shopping experiences, with lack of recognition and inconsistent personalisation among the key pain points. Three ecommerce leaders will share how they successfully implemented AI-driven content, predictive offers, personalised post-purchase engagement and more, turning personalisation into measurable lifts in conversion, basket value, and customer loyalty.