Summary
Companies that have tackled consumer personalization with Forrester’s strategy, data, and technology frameworks need a way to holistically measure performance. Companies struggle to assess the business impact of their consumer personalization programs because tactics are spread across teams and assessed at the touchpoint level. This report helps readers develop a better measurement plan by parsing through customer vs. company objectives, metrics by company function, and a mix of short-, medium-, and long-term KPIs.
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