“Personalisation of the Customer Experience – A Great Opportunity, But…”
The concept of 3R – right message, to the right customer, at the right time – has been discussed by marketers globally for years. The customers are moving across a spectrum of attitudes between “I love being recognised individually as a person” to “I protect my privacy and I hate when corporations abuse it”, while marketers and product people try to weight the benefits of personalisation (lower cost of acquisition, loyalty, share of wallet) with the necessary technology investments, and impact on brand. Join this roundtable conversation and discuss how customer experience personalisation expectations have been changing from the customer and brand side.
Moderator: Kuba Tymula, CEO and Managing Director, Harris Partners