In today’s ultra-competitive retail landscape, loyalty is earned. Consumers expect every interaction to be relevant, timely, and tailored to their unique needs. But real retention doesn’t come from one-off personalization tactics; it comes from consistently delivering meaningful, data-driven experiences across the entire customer journey.

This session explores how leading retailers are using advanced personalization strategies to build trust, increase lifetime value, and turn casual shoppers into devoted brand advocates.

• Identify key moments across the customer journey where personalization drives retention and loyalty
• Incorporate predictive analytics and AI to anticipate customer needs and deliver proactive experiences
• Break down data and team silos to create seamless personalization across channels and departments
• Measure the impact of personalization on customer lifetime value, churn, and repeat purchase rates

This week marks the 10th anniversary of the Inspire program, a perfect opportunity to reflect on the journey we’ve taken together.

• How the program has helped the Société des Alcools du Québec (SAQ) build a more personalized relationship with each customer.
• How data directly shapes our marketing strategy, our recommendations, and the way we engage members at every touchpoint.
• How Inspire has transformed the customer experience both in-store and online.
• How to move from a mass marketing strategy to a truly hyper-personalized approach