Building a seamless multichannel customer experience

Senior marketing professionals discuss the multichannel environment, the curation of the customer experience and the creation of relationships that make customers want to come back again and again.

This roundtable, promoted by Airship, and featuring marketing experts from Airship, Bupa Global, Kilo Health, NatWest and Nuffield Health, explored the multichannel customer experience. Examining the use of data, insights and relationship management, marketers share their thoughts and insights on the future of customer engagement.

Creativity can harness data for marketing success

With so many different channels to manage, messaging needs to be consistent, relevant and engaging in order to achieve standout. Marketers discuss the value of personalisation and engagement in a world that is increasingly private and personalised.

Personalisation doesn’t need to be crafted at the nano-level

If every element of the customer journey is personalised, experiences will not deliver for either marketers or customers. Experts discuss the value of designing marketing strategies that are design-led and data-driven.

Examining the customer lifecycle

How can brands build loyalty, trust and repeat users? Marketers explore the ways in which effective customer engagements can yield greater results on behalf of the business.


Holly Ainger

Marketing director, Nuffield Health

Angela Byrne

Managing director, shared experience and digital transformation, NatWest

Neil Kirby

Marketing and consumer director, Bupa Global

Mantas Ratomskis

Head of CRM and retention, Kilo Health

Steven Tan

VP & general manager, EMEA/APAC, Airship