Personalization Maturity: The Path to Hyperpersonalization
Inform on the new era of hyperpersonalization. We’ll build a foundation on a personalization maturity model, discuss common blockers, and provide tactical tips for getting started.
Key discussion points
- The modern customer journey has evolved and is no longer a linear path. Successful customer journeys rely on unique customer analysis and the ability to map individual customer journeys.
- Customer loyalty is declining, especially among Gen Z consumers. It is important for businesses to focus on personalization to retain customers and increase their share of wallet.
- Personalization should go beyond basic personalization, such as using a customer’s name in an email. Hyper personalization, or 1-to-1 personalization, is the goal, where customers have a unified and consistent experience across all touchpoints.
- To achieve hyper personalization, organizations need to prioritize customer experience, align their internal processes and capabilities, and integrate technology, people, and processes.
- The path to hyper personalization involves assessing the organization’s current state, aligning on a shared vision, mapping the customer experience and architecture, and optimizing internal processes. It is important to prioritize based on customer experience and measure the success of personalization efforts.
At a glance
Product: Real-Time Customer Data Platform
Series: Adobe Customer Success Webinars
Role: Admin,Developer,Leader,User