Great brands interact with their individual customers. Today, customers expect more and more from brands, to the point that 69% of businesses rank improving customer experience and engagement as a very high priority in 2020. Across the board, organisations need to develop their relationship with their customers to compete in the marketplace and create enduring brands. The key to this goal is personalisation. However, businesses repeatedly come up against common foes: inconsistency of experience, data privacy concerns, time-consuming curation. Nimbus Ninety members gathered in The Mercer to discuss how to accelerate their personalisation dreams, and learn from the best-in-class.