The Hyper-Personal Touch: bespoke customer journeys for retail 2023

Today’s omnichannel customer demands a hyper-personalised experience. The best content requires the right data, the right strategy and the right amount of personalisation. Given that bespoke engagement nurtures relationships, boosts loyalty, drives advocacy and grows your brand, how do you deliver supercharged customer experiences that make you stand out from the crowd?

Knowing what the customer wants

The customer has a comfort threshold and there are risks if we cross it. Not just that they walk away: we also need to show them new things and new ways to engage so we can grow together. How can the right personalisation strategy tell you what they are comfortable with now, while letting you test what they might want in the future?

Data > Loyalty > Advocacy

Today’s customer expects the best experience in every interaction, instore or online. Increasing visit value requires data that allows patterns to be recognised and is optimised when used holistically. It’s how to turn loyalty into advocacy. How do you see what’s been working, lock-in innovation and deliver timely experiences that turn your customers into cheerleaders?

Optimising the ecosystem

Retailers still have siloed lines of business, multiple touch points and complex legacy systems. Disconnected data means you can’t deliver the experiences your customers want. How can the right tech set you up to oversee complex systems and manage planning, authorship and publication?