Transforming Customer Experiences with Personalization
In a digital world, consumers want experiences that are highly personalized and contextual. From the way they search to the way they shop, view content or do banking, consumers expect organizations to know them, look out for them and reward them. Unfortunately, the majority organizations are only delivering basic personalization and are focused more on product sales than on helping the consumer manage their finances or their daily life. In other words, there is a massive personalization gap. On today’s podcast, we will discuss the importance and process of delivering hyper-personalized experiences, across all channels, as part of digital transformation. We will also discuss the importance of creating personalized engagement that requires a minimal of effort from the consumer to ‘make it happen’. I am joined today by Jody Bhagat, president of the Americas for award-winning financial services personalization agency, Personetics. Jody is an industry veteran, having previously been a partner at McKinsey & Company, and also working at U.S. Bank, Wells Fargo, and Providian. Personetics works with some of the largest financial institutions worldwide, using AI, predictive analytics, machine learning and other technologies to engage and serve consumers.