How we can help
Personalized Marketing & Engagement
Leap beyond conventional approaches to personalization with an AI-powered solution that boosts growth and keeps you out front as new engagement dynamics redefine the customer playbook.
Personalization has been a hot topic for years, but to build truly enduring customer relationships you need to do more. To drive loyalty and fuel growth you need to combine a remarkable brand, a differentiated value proposition, delightful experiences, and rich, meaningful engagement. And you need to do all that in an empathetic, humanistic way throughout the customer lifecycle. Bring these elements together and you will convert casual customers into passionate brand advocates.
We can help. With decades of Net Promoter System℠ and advocacy research we’ll show you how to create digital frontlines that mimic the human touch of the best traditional frontlines. From targeted marketing messages to perfectly timed educational content, from intelligent referral networks to experiences that feel individually built, the goal isn’t to meet customers’ expectations but dramatically exceed them. We work side-by-side with you to tackle this transformation, making sure you generate value at every step as you connect with customers like never before.
What to Expect
What to Expect
Sustained leadership commitment
We’ll help your senior team clarify their vision and create a map of clear and measurable transformation goals.
Value-driven approach
Prioritize initiatives based on business value and customer impact to ensure that every investment generates strong in-year results.
Comprehensive lifecycle management
Deploy a future-proof tech and data architecture, robust analytics, automated AI-powered content generation, and seamless omnichannel activation.
Organizational enablers
Instill clear accountabilities, systematic feedback and performance analysis, and strong governance, policy, and risk management frameworks.
Client Results
Personalized marketing can improve every phase of the customer lifecycle.
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RestaurantCo
Machine Learning Propels a Personalized Email Program
We worked with a leading quick-service restaurant chain to transition them from a single national email campaign to a program personalized for custom audiences and individual customers. Our approach included deploying machine learning to target customer segments and optimize testing; launching personalized minimally viable product pilot tests, using a one-armed bandit approach to accelerate scaling; and creating a repeatable playbook and a rollout plan.
Results:
- 5%–10% revenue uplift
- 6% profit lift
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InsuranceCo
Differentiation Starts With Personalization
A leading insurance company saw personalization as the key to differentiating itself from its competitors and future-proofing its business. We helped them identify more than 30 personalization opportunities, the majority of which could be tested without significant technology intervention. We also worked with the company to develop detailed execution strategies for priority opportunities based on the potential value at stake. And we made sure that the company had the in-house skills it needed to launch in-market tests and implement rapid test-and-learn cycles.
Results:
- 5-pecentage-point conversion uplift on personalization use cases
- More than $40 million of value identified in one of its brands
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BankCo
Building a Tech Foundation that Supports Personalization
A leading bank sought to transform its technology foundations to facilitate digitally led, personalized value propositions designed to encourage financial well-being and also attract Gen Z customers. We helped the bank identify the key technical and data elements needed to achieve this ambition. Our approach included a transformational technology roadmap, guidance on key build vs. buy decisions, and an evaluation of best-in-class tech vendors.
Results:
- Acceleration of new capabilities in its operating model to supports its goals
- More than 30 resources established to support personalization, with a plan to scale as many as 200
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JewelryCo
Putting Personalization at the Heart of its Growth Strategy
JewelryCo, a leading global branded retailer that sells through its own physical and online channels as well as through franchises and wholesalers, identified personalization as one of four critical strategies that would enable it to meet its ambitious growth targets. We helped the company by developing a personalization strategy and a three-year roadmap across media and other channels, identifying and prioritizing 18 connected customer use cases; mobilizing a cross-functional team and a dynamic content factory to deliver personalization; and building the data and marketing tech foundation needed to support scaling.
Machine Learning Propels a Personalized Email Program
We worked with a leading quick-service restaurant chain to transition them from a single national email campaign to a program personalized for custom audiences and individual customers. Our approach included deploying machine learning to target customer segments and optimize testing; launching personalized minimally viable product pilot tests, using a one-armed bandit approach to accelerate scaling; and creating a repeatable playbook and a rollout plan.
Results:
- 5%–10% revenue uplift
- 6% profit lift
Differentiation Starts With Personalization
A leading insurance company saw personalization as the key to differentiating itself from its competitors and future-proofing its business. We helped them identify more than 30 personalization opportunities, the majority of which could be tested without significant technology intervention. We also worked with the company to develop detailed execution strategies for priority opportunities based on the potential value at stake. And we made sure that the company had the in-house skills it needed to launch in-market tests and implement rapid test-and-learn cycles.
Results:
- 5-pecentage-point conversion uplift on personalization use cases
- More than $40 million of value identified in one of its brands
Building a Tech Foundation that Supports Personalization
A leading bank sought to transform its technology foundations to facilitate digitally led, personalized value propositions designed to encourage financial well-being and also attract Gen Z customers. We helped the bank identify the key technical and data elements needed to achieve this ambition. Our approach included a transformational technology roadmap, guidance on key build vs. buy decisions, and an evaluation of best-in-class tech vendors.
Results:
- Acceleration of new capabilities in its operating model to supports its goals
- More than 30 resources established to support personalization, with a plan to scale as many as 200
Putting Personalization at the Heart of its Growth Strategy
JewelryCo, a leading global branded retailer that sells through its own physical and online channels as well as through franchises and wholesalers, identified personalization as one of four critical strategies that would enable it to meet its ambitious growth targets. We helped the company by developing a personalization strategy and a three-year roadmap across media and other channels, identifying and prioritizing 18 connected customer use cases; mobilizing a cross-functional team and a dynamic content factory to deliver personalization; and building the data and marketing tech foundation needed to support scaling.
Our Experience & Impact
Our Experience & Impact
10-25%
Revenue uplift
+20 points
Boost in NPS
2-3x
Conversion rate
