Transforming digital personalization and engagement with Les Mills
Discover how Les Mills uses data-driven insights and AI algorithms to craft personalized fitness journeys that drive repeat engagement on digital platforms
In a rapidly evolving and highly competitive fitness industry, digital platforms have become crucial for engaging diverse demographics.
Carl McCartney, head of CX at Les Mills, oversees customer engagement strategies across multiple touchpoints, focusing on enhancing the digital journeys of health clubs, instructors, and direct-to-consumer (D2C) audiences.
In an era where the majority of health club members are Gen Z and Millennials, Carl and his team are reshaping the Les Mills experience to meet the unique expectations of younger generations, relying on AI-driven personalization and innovative content strategies to keep customers engaged and coming back.
In this session from All Access: Digital CX 2024, Carl explains how Les Mills uses data and digital tools to improve customer engagement, retention and personalization in the fitness industry.
