Unlocking Hyper-Personalization That Your Customers Really Want

Navigating the Complexities of Personalization in Customer Experience Consumers today have a love-hate relationship with personalization. While they desire tailored experiences, they often resist when those efforts feel invasive or miss the mark. Crafting truly personalized customer experiences is as varied and nuanced as the customers themselves. To succeed, companies must strategically integrate personalization across critical moments in the customer lifecycle, backed by robust planning, actionable data, and advanced technology. In this insightful webinar, guest speaker Jessica Liu, Principal Analyst at Forrester, will delve into: - The current landscape of empowered consumers. - Consumer perceptions and attitudes toward personalization. - The essential role of strategy, data, analytics, and technology in enabling successful personalization programs. Joining her, Sutherland's Sanjay Reddy, SVP Retail, and Nic Gordon, SVP Connected Intelligence, will explore: - The foundational importance of addressing customer data challenges, such as eliminating silos, resolving fragmentation, and ensuring data collection and privacy compliance, to create a strong base for personalization. - Leveraging data and analytics to build actionable customer intelligence. - The critical role of omnichannel engagement and how data fuels seamless interactions. - How personalization can transform and elevate often-overlooked channels, such as customer service. This session provides actionable insights to help organizations unlock the potential of personalization and deliver experiences that resonate deeply with customers.