In a rapidly evolving fitness industry, digital platforms have become crucial for engaging diverse demographics. Carl McCartney, Head of CX at Les Mills, oversees customer engagement strategies across multiple touchpoints, focusing on enhancing the digital journeys of health clubs, instructors, and direct-to-consumer (D2C) audiences. In an era where the majority of health club members are Gen Z and Millennials, Carl and his team are reshaping the Les Mills experience to meet the unique expectations of younger generations, relying on AI-driven personalization and innovative content strategies to keep customers engaged and coming back.

This session will explore how Les Mills uses data and digital tools to improve customer engagement, retention, and personalization in the fitness industry.

Attendees will learn:

• Leveraging personalization for digital engagement: Discover how Les Mills uses data-driven insights and AI algorithms to craft personalized fitness journeys that drive repeat engagement on their digital platforms.
• Adapting to shifting demographics: Learn how fitness trends and customer behavior are changing, and how Les Mills is updating its content and CX strategy to better serve Gen Z and Millennial consumers.
• Exploring the role of emerging technologies in fitness CX: Gain insights into how augmented reality and conversational intelligence are shaping the future of digital fitness and customer engagement.