In this blog, I reflect on the methods, benefits, and challenges of personalizing the digital customer experience through use of recommendation systems, behavioral targeting,  targeted marketing, segmentation, A/B testing and optimization.

This blog also addresses AI and ML in the context of personalization. Artificial intelligence and machine learning  make personalization at scale possible. These two disciplines infuse all other personalization topics and efforts.

The blog is:
• Personalization for Leaders
• Personalization for Learners
• Personalization Leaders and Learners who Better Communication


Susan Aldrich is a business/technology strategist with many decades of experience. Sue is a leading authority on discovery technology and methods, including recommendations, personalization, search, and navigation. She consults worldwide on  customer experience.

For marketers striving for better engagement, Sue creates masterful content in a variety of formats, from blog entries to detailed research reports. You are unlikely to find a writer more accomplished at communicating even the most complex ideas in a simple and entertaining manner. She writes under her byline or yours.

Ghostwriting examples here.

For marketers honing messaging, Sue will compile data on customer trends, competitors, and recommend messages that will resonate. 

Sue has helped clients improve their cross-channel, cross-lifecycle customer experience. Her clients span the globe and industries, including retailers, manufacturing companies, distributors, financial services firms, cable companies, specialty industrial suppliers, and a wide variety of software, system and services companies in high tech.

Sue welcomes calls at 617-659-2678.

This blog includes watercolors by Charles Plaisted, a Boston-area artist, because we need more art in our lives. See examples of his work on tumblr or at CharlesPlaisted.com.

Back Narrows by Charles Plaisted

One thought on “About

  1. Interesting to read high powered brainiac’s take on data mining and customer engagement and I do agree that mobile platform improvement is essential for better conversion rates, but the best part of the site is the art. Then? I may be a bit biased 🙂
    I liked the sunrise/sunset image.

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