Marie Daly

Chief Operations Officer Transport for Wales

CX Travel and Hospitality Exchange - Day 2

15:10 Presentation | Back to Basics: Building Customer Loyalty Through Personalisation & Purpose

In an era of increasing complexity, the strongest customer relationships are built by returning to core principles: understanding your customer, empowering your people, and delivering meaningful, personalised experiences. This session explores how organisations can refocus on the fundamentals while embedding personalisation at every touchpoint to create a truly customer-centric culture that drives lasting loyalty.

• How can organisations return to core customer-centric principles while scaling personalisation across the customer journey?

• What strategies help align global teams around a shared brand purpose while enabling locally relevant, personalised experiences?

• How can businesses equip employees to embrace change while consistently delivering authentic, tailored interactions that build loyalty?

Check out the incredible speaker line-up to see who will be joining Marie.

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