Missed episodes one and two? Catch up now:
Episode three: Personalization that actually matters
How do leading brands deliver personalization that feels relevant and intentional, while keeping pace as customer journeys continue to evolve? By focusing on the moment: understanding intent, reading context and pairing structure with the flexibility to adapt.
In this episode of The Experience Factory, François Haguel, Gabriel Laliberte, and Tim Benniks unpack how personalization has evolved from static segmentation into dynamic, intent-driven orchestration. Building on the series’ subtle musical throughline, they explore how retail and luxury brands keep teams aligned as expectations rise and experiences become more fluid.
The conversation breaks down why rules-based targeting no longer keeps pace, how identity has shifted into a living graph and what it takes for data, content, creative and technology teams to operate as one. From modular content architecture to AI acting as a real-time decision engine, the episode highlights how brands can scale variation without diluting tone, quality or identity.
This is a grounded, forward-looking discussion for leaders shaping their 2026 personalization strategy and aiming to deliver relevance with clarity, consistency and control.
