"Personalization is finding that balance — you can give customers everything they want, but it doesn't make the business happy. True personalization is finding the perfect balance." – Eloise

Personalization only works when the infrastructure beneath it is built for business reality, not hype.

In this episode, Jacqueline sits down with Eloise Gillespie, Associate Director of Personalization and Martech at Optus, to unpack what it actually takes to make AI and personalization deliver at scale. Eloise brings hard-won experience from telecom, wagering, and hospitality, including managing a nine-figure bet budget and building customer-level optimization engines that won CFO approval by anchoring every decision in margin, ROI, and commercial viability.

They cover the infrastructure work that must happen before AI can deliver value, why treating data as a product changes everything, and how to make personalization credible to finance teams. If you're done with quick fixes, this one is for you.

Timestamps

01:19 — The biggest bet: betting on yourself

04:14 — How Salesforce Marketing Cloud changed everything

08:45 — Why LTV is dead (or at least overrated) and what metric actually matters

18:05 — Leading with commercial impact: a $XXX,XXX,XXX budget gap to win CFO trust

26:08 — Proving personalization to the CFO: Leading with dollars, not fluff

38:22 — System of record vs. system of context: What CDPs actually do

45:38 — Building an incentive optimization engine across bet types, margins, and interaction contexts

52:07 — AI-driven personalization: What's real today vs. what's still on the horizon

Sponsor

Brought to you by Hightouch, the leading composable CDP and decisioning platform trusted by brands like Domino's, Chime, and Aritzia. 90% of customers have a real use case live within their first week, delivering world-class personalization at scale. Learn more at hightouch.com/msom.

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