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Personalization at scale will transform how you connect with customers. We combine expertise in NPS®, analytics, and digital marketing with powerful tools and a robust partner ecosystem, to boost customer loyalty and lifetime value.
Traditional personalization has largely focused on individual sales campaigns and offers. Connected Customer fosters continuous engagement, so you can understand each customer’s individual needs and deliver tailored interactions, decisions, and proactive service across all touchpoints and channels.
Instead of discrete personalization initiatives that optimize ROI for specific campaigns, Connected Customer is a step change that enables personalization at scale, to maximize Customer Lifetime Value and NPS®.
Providing relevant and connected experiences, however, is easier said than done; it requires transformation across the tech and data stack, technology delivery, analytics, talent, and ways of working, underpinned by a customer-centric strategy and vision. We work side-by-side with you to tackle this transformation, making sure that you generate value at every step as you connect with customers like never before.
Understand your point of departure and determine the priority segments and value drivers to reach your full potential, achieving quick wins along the way
Mobilize the organization to identify and close capability gaps and experiment with a variety of personalization approaches.
Implement the new operating model and data/technology capabilities and infrastructure needed to scale personalization and drive engagement across all touchpoints
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:
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:
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:
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.
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:
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:
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:
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.
Revenue uplift
Boost in NPS
Conversion rate
