Consumers both want—and despise personalization. Trying to build personalized customer experiences is as varied and nuanced as customers can be. Companies need to tailor their approach to consumer personalization across key moments in the customer lifecycle. For companies to successfully incorporate personalized moments into their customer experiences, they need a strategy to plan, data to power it, and technology to execute it.
In this webinar, guest speaker Jessica Liu, Principal Analyst at Forrester, covers:
- The state of today’s empowered consumers
- How consumers feel about personalization
- How companies need a combination of strategy, unlocked data, analytics and technology to enable personalization programs
Sutherland’s Sanjay Reddy, SVP Retail and Nic Gordon, SVP Connected Intelligence, cover:
- Why companies need to first fix issues with their customer data (e.g., remove silos, fragmentation, data collection, privacy, etc.) in order to build the right foundation for successful personalization programs
- How to use data and analytics to create customer intelligence
- The importance of omnichannel engagement and how data drives it
- How personalization will improve and drive a typically neglected channel, customer service
Speakers

Jessica Liu

Nic Gordon

Sanjay Reddy