Personalization

When it comes to online shopping, Alexa is one of the widely used machine learning-based conversational interfaces. While many of us love to ask such tech interfaces to better understand our needs, most merely cannot handle conversation beyond one or two questions. In other words, we're beginning to see the indicators of where the machine…

To say that the retail world is changing is an understatement. The constant pressure from discounters, along with the increasing power wielded by consumers, has pushed retailers to seek new effective differentiation approaches to remain competitive in the market. With retail sales rising rapidly since the pandemic — jumping to a whopping $791.70 billion in…

Retail marketers may be unclenching their teeth knowing the digital industry has two more years to prepare for Google’s clampdown on third-party cookies. However, let’s not get complacent. Industry stakeholders need to make serious moves on solving identity — and for retailers, that means getting serious about their first-party data. If you don’t, you’ll end up…

The future of retail, and the CPG brands that fill its shelves, has already arrived. If you're not yet omnichannel, your chances of survival are slim. If you're not working with data in real time, your decision making will be restrained and ill-informed. If you're not adopting a platform-centric orchestration mindset, your growth will be…

Every retailer wants to be the go-to place that consumers rave about. And in today’s overcrowded business world, one surefire way to win customer loyalty is to provide personalized retail experiences through marketing campaigns. When you offer personalized digital experiences for your customers, they’re more likely to feel understood and important. This leaves them less…

Responsible marketing delivers hard commercial returns by building trust with customers who are more worried than ever about their data and privacy. It's well established that winning and retaining customer loyalty comprises multiple elements, possibly the most important of which is trust. The 2020 Trust Barometer from Edelman says trust is the make-or-break difference for…

It's become commonplace for a number of industries in the past year to have customers booking in advance to do things. Yet, as things mercifully get back to normal with widespread vaccine rollouts, the idea of booking in advance to visit the grocery store is beginning to fall out of favor given the immediate danger…

It isn’t easy to make an online experience empathetic — it requires all kinds of connections to deliver an exceptional and personalized connected experience. Forrester released a survey recently that says companies that create these connections across channels report dramatic benefits around revenue growth, innovation, cost reduction, customer experience and digital transformation. There are five…

We recently commissioned a study with Forrester Research to help us better understand something that we’ve heard from customers since the first day we went to market over six years ago: Why is innovation so hard around customer marketing and engagement? Why are emails still bland and unpersonalized? Why isn’t messaging fully omnichannel? Why is…

COVID-19 restrictions are lifting, which means more and more consumers are ready to enter brick-and-mortar stores again for their shopping needs. As retailers welcome back customers, it’s important to find ways to drive greater foot traffic with improved in-store capabilities. Personalization can help retailers win customers with unique, individual offers, but it’s often underutilized throughout…