Feeling Known Beats Being Targeted

Personalization has become overly technical and often fails to make customers feel truly understood. Tokens and automation increase output but rarely create meaningful connection. This session explores how memory, timing, and context create experiences that feel human. Learn how to design interactions across onboarding, events, and renewals that go beyond targeting to build recognition and trust. Walk away with a new approach to creating experiences that make customers feel known, not just segmented.