Trends Report

Evolve Now To Personalization 2.0: Individualization

Your Customers Expect And Will Reward You For Personally Relevant, Value-Added, Individualized Experiences

December 5th, 2017
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
With contributors:
Fiona Swerdlow , Meredith Cain , Rachel Birrell

Summary

To meet customer expectations of rich, relevant experiences, digital business professionals must help their firms evolve their personalization strategy from segmentation to individualization. The good news: Customers are willing to share personal information with firms in exchange for more valuable experiences. The challenge ahead: Digital business pros must now react in real time to their customers — across multiple internal teams. This report offers best practices and next steps for digital businesses that want to evolve from segmentation to individualization.

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