In today’s rapidly evolving digital economy, customer expectations are moving beyond basic personalisation towards real-time, predictive, and deeply contextual experiences.
But what does this actually look like — and what megatrends are converging to drive these demands?
In this session, we’ll explore how organisations can decode these shifts and build the capabilities needed to deliver next-generation, individually tailored services — powered by AI, agentic technologies, and embedded finance.
We’ll discuss the organisational, cultural, technological, and customer-facing transformations required to stay competitive, and highlight how seamless payments are becoming a critical foundation for delivering truly personalised, frictionless journeys.
Session Topics
What is Hyperpersonalisation (and why is it different from traditional personalisation)?
- Shift from segmentation to “segments of one”
- Real-time data and predictive models
Customer Expectations and the “Invisible Experience”
- Anticipating needs before the customer articulates them
- Designing for zero-friction interactions (‘it just works’)
- Trust, consent, and value exchange
The Role of AI and Agentic Technologies in Hyperpersonalisation
- Using AI to predict, automate, and personalise at scale
- Agentic interactions: AI as an agent acting for the customer
- Examples of what I’m expecting today
Building Organisational Readiness
- Cultural shifts: customer-centricity as a core value
- Skills and mindset: data literacy, agile experimentation
- Governance: data privacy, ethical AI, risks & compliance
Technology Foundations for Hyperpersonalisation
- Unified data platforms and real-time analytics
- Seamless payment integration as part of the customer journey
- Open banking, APIs, and embedded FinTech
Practical Steps to Prepare for the Journey
- Quick wins and long-term capability building