In today's era of digital transformation, the methods of customer engagement have completely changed.
If organizations want to attract and retain their customers, they must first realize that they can no longer compete on products or price — customers can now get the same or a similar product at similar prices from multiple suppliers.
The new competitive battlefield is the customer experience, which translates into delivering superior experiences to those of your competitors.
Personalization is imperative when it comes to delivering this experience. Read this report from Gartner to learn key recommendations for organizations such as:
- Analyze and improve customer-facing processes and touch points to create a solid foundation for starting your organization's personalization journey.
- Build or utilize a digital personalization engine for commerce to best personalize digital customer experiences.
- Deploy and monitor metrics for personalization and work to continually improve customers' experiences.
Gartner Use Personalization to Enrich Customer Experience and Drive Revenue, Penny Gillespie, Guneet Bharaj, 20 December 2017.