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The Evolution of Insight Led Strategies and the Importance of Personalisation

  • Customer Engagement Summit
  • Leon Ellerton, Client Delivery and Customer Experience Director, Experian

In a fireside chat, Experian’s Client Delivery and Customer Experience Director Leon Ellerton discussed the importance of insight-led strategies and personalisation. 

The 2022 Customer Engagement Summit host and CEO of Pier Health Group Brandie Deignan led the conversation, asking Leon the following questions:

  • Why are insights important?
  • How has thinking on insights changed in recent years and what has driven this?
  • What are some of the key steps to personalising insights?
  • What are the pitfalls to be avoided?
  • How do you think insight led experiences will continue to evolve?
  • What are some of the problems customer insights can help you solve as a business?


Leon Ellerton

Leon Ellerton

Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.

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