In a world where consumers expect more instantly and seamlessly personalisation is a strategic imperative. Consumers want personalised experiences, but few companies are rising to the challenge. Those that succeed in personalisation build trusted relationships with millions of customers and engage with them at every step throughout their journey. Through the power of AI, they rethink their operations and unleash the creativity of their teams to fine-tune every interaction, delighting customers in the process. But most companies are not doing personalisation well, leading to wasted money, squandered effort, and missed expectations. To be done effectively, personalisation must be a critical element of an organisation’s strategy.
