Donna Bedford

In a world where personalisation is king, truly inclusive customer experience must account for the diverse ways people perceive, process, and interact with information — especially neurodivergent individuals. Explores how Lenovo implements AI tools to create more accessible, intuitive, and supportive retail experiences. From sensory-friendly UX to adaptive content delivery, learn how brands can lead with empathy and innovation to serve all customers better.

• Recognize key needs of neurodivergent customers and how they impact shopping behaviours
• Design AI-driven interfaces that reduce cognitive overload and support varied processing styles
• Implement adaptive personalization that tailors content, navigation, and recommendations in real time
• Audit your current CX through a neuroinclusive lens to uncover hidden friction points
• Leverage voice, chat, and visual AI to create flexible communication pathway

Today’s consumers expect more than convenience — they want relevance, speed, and a sense of being truly understood. AI-driven personalization is unlocking that potential, enabling retailers to deliver tailored experiences that anticipate needs, reduce friction, and build loyalty at scale. Explore how brands are using AI to put the consumer in the driver’s seat, turning data into dynamic, value-rich engagement.

Move beyond basic product recommendations and into the future of predictive, preference-aware commerce that puts power directly into customers' hands.

• Harness first-party data to deliver meaningful, privacy-conscious personalisation
• Deploy AI tools that adapt in real-time to individual behaviours and preferences
• Scale personalised journeys across channels without compromising consistency
• Enable customer choice through customizable interfaces and flexible pathways
• Balance automation and authenticity to preserve the human touch
• Track impact metrics that align AI personalisation with customer satisfaction and growth