Lessons from a third-party analysis of a Netflix user journey — and how any company can apply them with AI to deliver 1:1 personalisation at scale.

Everyone knows Netflix has mastered personalisation. But how do they actually do it?

Over five months, the Hightouch team collected and mapped the real emails one user received after churning.

The result? A detailed view into Netflix’s lifecycle strategy in action.

In this session, we’ll unpack the actual emails, the systems powering them, and the key takeaways other teams can adapt to their own programs.