18 Nov 2025
Restaurant Petri
IDC & Avanade Executive Dinner
Unlocking AI-driven Personalization and Seamless Omnichannel Experiences
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By 2027, IDC predicts that more than 55% of G2000 enterprises across industries will fulfill the majority of customer journeys primarily through AI-powered conversational interfaces—such as agentic AI, generative AI, and virtual assistants—enabling real-time personalization and seamless omnichannel experiences.
Source: IDC Customer Experience Management Strategies Survey, October 2024
Industries are undergoing a transformative shift, propelled by AI, data analytics, and unified commerce. Today’s consumers expect frictionless journeys—whether browsing online, shopping in-store, or engaging via mobile and social channels. Personalization is the baseline requirement for retention and growth. Delivering a seamless, personalized customer experience is now a top strategic priority for organizations across all major industries. According to IDC’s Customer Experience Management Strategies Survey (October 2024), nearly 45% of CX executives globally say that meeting rising customer expectations and driving loyalty are critical business imperatives for the next 12 months. This urgency is shared by leaders in retail, financial services, healthcare, manufacturing, and beyond, as they seek to differentiate in a competitive, experience-driven market.
IDC research shows that only 12% of organizations demonstrate best-in-class CX maturity, with most still struggling to unify customer data and orchestrate experiences across silos. Less than a quarter have a unified enterprise CX strategy with executive sponsorship. Building a customer-centric culture, upskilling employees for AI-enabled roles, and modernizing CX tech stacks are top priorities for the next 12–18 months. The rise of generative and agentic AI is accelerating the deployment of real-time personalization engines, virtual assistants, and predictive engagement tools. Over half of organizations plan to implement AI-powered recommendations and offers as part of their CX strategies in the next two years. Across industries, the ability to unify customer data, remove friction, and deliver consistent experiences is seen as the key to unlocking business value.
Key Topics
Join this interactive, peer-led conversation to gain practical how to improve the ability to unify customer data and deliver consistent experiences.
- What stage is your organization at in your personalization and omnichannel journey?
- How can AI, data analytics, and omnichannel integration create value for your customers and your business?
- How do you measure the ROI of personalization and omnichannel investments?

Speakers

Filippo Battaini
Filippo Battaini is Research Manager at IDC Retail Insights, responsible for the IDC Retail Insights: Worldwide Retail Experiential Operations Strategies program. Filippo’s research centers on the impact of technology as an enabler of omnichannel retail, including the digitalization of physical stores, online-offline integration, and omnichannel commerce architectures. Before joining IDC, Filippo worked at the global research and advisory firm Coresight Research, advising prominent companies and emerging retail technology providers on the transformative impact of technology in the retail sector.
Event Sessions
Tuesday, November 18 2025 9:00 pm | Location:
Summary of discussions and key takeaways
Tuesday, November 18 2025 5:50 pm | Location:
IDC & Avanade Welcome Address

Carl Nyman
Event Sessions
Tuesday, November 18 2025 9:00 pm | Location:
Summary of discussions and key takeaways
Tuesday, November 18 2025 5:50 pm | Location:
IDC & Avanade Welcome Address
Agenda
IDC & Avanade Executive Dinner
One day event
Champagne Reception
Guest arrival with welcome drinks and networking
IDC & Avanade Welcome Address

Filippo Battaini
Research Manager, Retail Insights, IDC

Carl Nyman
Country Manager, Avanade
Starter Courses – First Discussion Topic
- What stage is your organization at in your personalization and omnichannel journey?
- Are you leveraging real-time data, AI, and unified platforms, or still operating in silos?
Main Course – Second Discussion Topic
- How can AI, data analytics, and omnichannel integration create value for your customers and your business?
- What use cases (e.g., personalized recommendations, seamless fulfillment, loyalty programs) are delivering measurable impact?
Dessert – Third Discussion Topic
- How do you measure the ROI of personalization and omnichannel investments?
- What metrics (conversion rates, customer lifetime value, retention, NPS) matter most, and how do you ensure continuous improvement?
Summary of discussions and key takeaways

Filippo Battaini
Research Manager, Retail Insights, IDC

Carl Nyman
Country Manager, Avanade
Event close
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