The Personalisation vs. Privacy Balance | SAP Spotlight on ANZ Tech | Episode 2

There is a fine line between a helpful recommendation and an invasion of privacy. In this episode of SAP Spotlight on ANZ Tech, we explore how to use AI-powered personalization in a way that feels relevant to customers without overstepping. Jess asks people when personalization crosses the line from helpful to creepy, and why targeted experiences can feel uncomfortable when it seems like brands know too much. Then our customer experience experts, Scott and Scott, break down what separates smart personalization from trust-breaking tactics. The takeaway is simple: relevance is powerful, but informed consent and data security are the foundation of long-term customer trust. You will also hear why a data breach is the ultimate trust-killer. Once customer data leaks, confidence is hard to regain. If your team is building personalization programs, this episode is a practical reminder to balance value with transparency, and to treat trust as a core metric, not a nice-to-have. 👉 Get our Personalisation Playbook to build a strategy rooted in trust: https://emarsys.com/learn/white-papers/personalization-playbook/?utm_source=emarsys&utm_medium=video&utm_term=sap-cx-spotlight Follow us on social: LinkedIn: https://www.linkedin.com/company/sap/ Instagram: https://www.instagram.com/sap Facebook: https://www.facebook.com/SAP/ Threads: https://www.threads.com/@sap About SAP: As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://www.sap.com/index.html #CustomerExperience #CustomerLoyalty #SAP