Beyond Buzzwords: How to Build a Personalization Strategy for Optimal CX and Growth

As the pandemic winds down, customers expect more from brands. Personalization is now a marketing buzzword, allowing brands to deliver relevant and engaging experiences. To meet complex personalization requirements, companies must invest in advanced technology capabilities and define KPIs to measure success.

To start personalization, companies must figure out how customers want to interact with their brand through each channel. To put advanced personalization into practice, start small, create detailed profiles, provide valuable experiences and use technology to measure and optimize efforts.

Personalization can make customers feel that their needs are anticipated, such as delivering umbrellas to a hotel room. A car parts manufacturer can create a personalized ordering portal for its automaker customers. With the right vision, customer data and technology, brands can deliver experiences that simplify and enhance their customers' lives.