Hyper-personalisation at Scale: CX Optimisation with Gen AI


In the age of generative AI and accessible marketing technology, customers are demanding more from the customer experience they get from brands. There are plenty of opportunities to optimise the customer experience across the customer journey for growth.

This intensive 2-day virtual masterclass, Hyper-personalisation at Scale: CX Optimisation with Gen AI. is designed for business leaders, marketers, and technologists who are keen to harness the power of Customer Experience Optimisation (CXO) augmented by Generative AI technologies.

As we navigate the age of rising customer expectations and technological advancements, this workshop will provide a comprehensive understanding of how to leverage CXO methodologies and Generative AI to drive business growth. Participants will learn how to design human-centric use cases, prepare for the AI-driven future, and implement a tech stack that enables hyper-personalisation and enhances customer experiences across the journey.

Key learning outcomes:

  • Gain Insights into CXO Methodology: Understand the framework for optimising growth across the customer journey using human-centric methodologies enabled by Gen AI.
  • Design Thinking: Learn to re-evaluate your CX design processes alongside Gen AI, focusing on use case development before technology and data considerations.
  • Hyper-personalisation: Discover the realities and potentials of hyper-personalisation in an AI-driven marketing landscape.
  • Data Strategies: Equip yourself with knowledge on building a foundational marketing data stack ready for AI, including what data to collect and the necessary infrastructure.
  • Tech Stack Agility: Learn how to adapt and evolve your technology stack to enhance CX agility, enabled by Gen AI technologies.
  • Change Management: Gain strategies for effective change management to bring your organisation on board with new CXO and AI-driven approaches.

Who should attend

This workshop is a must-attend for those looking to stay competitive in the rapidly evolving digital landscape, offering actionable insights and strategies to harness the potential of Generative AI for unparalleled customer experience optimisation, including the following functions:


  • Chief Marketing Officer
  • Customer Experience (CX)
  • User Experience (UX)
  • Optimisation
  • Digital Marketing
  • Digital Transformation
  • Marketing Technology
  • Product Owners
  • Business Owners/Entrepreneurs
About the trainer
About the trainer

Yak Yih Cheng “YC”

Marketing Consultant

YC helps clients across Asia grow their business through customer experience (CX), data and marketing technology in the last 20 years. He has helped retail, F&B, automotive and insurance clients grow by discovering new sources of growth, designing data and CRM contact strategies and CRO.

He has also mentored 50+ startups in the last 4 years in value proposition design, pitch narrative and deck design. He also teaches a Masters of Communication programme part time on the topic of Digital Marketing Transformation. An avid Lego fan, he also uses the LEGO® SERIOUS PLAY® method to help clients tackle complex business problems through play.

YC believes that starting with the customer, walking the ground will help you find evidence-based approaches in designing great experiences powered by data and marketing technology to drive business growth.


Key sessions covered:

  • How customer experience has evolved in the age of Gen AI
  • The Fundamentals of CXO and Generative AI
  • Designing Human-Centric Use Cases with Gen AI
  • Data by Design for CX Optimisation
  • Composable Tech Stack for CX Agility

Hands-on exercises:

  • Map your potential opportunity in your customer journey
  • Identify key data points to personalise the CX
  • Live discussion on 1-2 solutioning from the class
  • A framework to bring your company on a Gen-AI CX journey

Please contact

Masterclass Registration Team
Tel: +65 6692 9031

Request For Brochure

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Register today










19-20 June 2024, 9am – 1pm GMT+8
Early Bird till 10th of May 2024

USD 799 599

*9% GST applies for Singapore-based companies and individuals.
**Group discounts applicable.
*** This course is HRDF claimable for Malaysian-based companies.
****The mode of delivery for this virtual class is Zoom.

  1. All bookings are final.
  2. Should you be unable to attend, a substitute delegate is welcome at no extra charge.
  3. MI Masterclass Series cannot provide any refunds for cancellations.
  4. MI Masterclass Series reserves the rights to alter the programme without notice, including the substitution, amendment or cancellation of trainers and/or topics.
  5. MI Masterclass Series is not responsible for any loss or damage as a result of a substitution, alteration, postponement or cancellation of the event.