Blog - Decisioning & Real-time Interaction Management

Machine learning, artificial Intelligence (AI), cognitive computing, and decision engines. These are all buzz words or phrases that are trending in 2017. Understanding this mix is the first step in obtaining truly personalized customer experiences at scale.

Personalization has evolved beyond simple customer recognition and into the delivery and management of “personal” customer experiences: Experiences that are always-on and flow from channel to channel, and that deliver and manage one-to-one relationships. Personalization is never defined by marketing technology; instead, personalization should be a strategy focused on delivering seamless customer experiences across all channels and throughout the entire journey. To that end, every company should look at several criteria to define a customer’s interaction with its brand.

Everything about your personalization strategy should be about your customers. The whole principle about personalization is to take what you've learned and give the customer something valuable in return.