Customer Communications 2.0

207 – TECH PANEL: Personalized Customer Experiences: Shopping Smarter for Real-Time Personalization Tools

May 2, 2017 9:30 am - 10:20 am

Bookmark and Share

Terry Frazier
Arianna Valentini
David Jenness
Kevin Ricks

Customers interact with companies in many different channels and with diverse sets of content. Increasingly, organizations must be able to deliver contextually relevant messages in real time. This presents a real challenge as channels, products and systems are often managed in silos. The purpose of this session is to discuss the emerging technology capabilities to support real-time customer interactions and communications along the entire customer journey.

You’ll return to your organization with:

  • An understanding that personalization capabilities (via portals, mobile devices, customer communications, social media messages, etc.) rely on capturing known and anonymous customer data and using that information to engage
  • Overview of the current technology landscape to support personalized interactions, including artificial intelligence, predictive analytics for next-best interactions and enhanced workflow capabilities for critical decision-making
  • Best practices to leverage tool capabilities right now to bridge partial solutions

Customer Engagement, Customer Experience, Omni-Channel, Personalization