Algorithms and data are only a small part of the evolution of AI.
“I’m a guy, and I don’t ski. Why are you showing me pictures of a woman skiing?” I wish I could remember the name of the man who said this, because it is a great summary of the customer perspective of personalization. The implication is, he’d be more responsive to offers that featured guys doingContinue reading “The Right Questions for Personalization Success”
What approach to personalization will improve your customer experience? Which of these customer experience improvements contribute to your business goals? How will all the effected parts of the company summon the will and resources to change?
Last week I had the pleasure of watching Salman Khan describe the purpose and history of Khan Academy. You can enjoy the story by viewing his TED talk. Khan Academy’s design began with the commitment to the metric that matters most to its customers: success in learning. That focus has resulted in creating a highlyContinue reading “Consumer-Driven Personalization at Khan Academy”
An important early step in developing your personalization strategy is articulating, communicating, and committing to a vision. I’m not talking about a mission-statement kind of vision, or a string of wonderful words that make everyone feel good. I’m talking about having a clear idea of what the personalized experience will be like for your customers,Continue reading “Seeing Your Personalization Vision”
Personalization is gardening. It’s energizing to image the garden in all its perfection. But after you plant it, you have to take care of it. Probably nearly every day. You’re not done until you decide you don’t want it any more. Companies unsuccessful with personalization think buying technology is enough. Or adding product recommendations toContinue reading “4 Steps to Personalization Success”
Do Not Track legislation and similar initiatives are at odds with the techniques used to personalize the customer experience. On the one hand, advocates of consumer privacy demand that people control the information that is collected about them, and how it is used. On the other, the web sites and advertising networks want to adjustContinue reading “Preparing for Do Not Track: Personalization and Privacy in 2013”
Recommendations went mainstream in 2012. Personalization is still in the hands of early adopters. In 2013, the early adopters will figure out personalization, so that in 2014 the personalized customer experience can go mainstream. Vendors in the recommendations space sell personalization, but in 2012, they were delivering recommendations. Their technology supported personalization, but their clients’Continue reading “2013 Prediction: Personalization Leaders Find the Way”
I believe that delivering a personalized customer experience is a competitive imperative. The people who might consume your products and services are willing to expend only a limited dose of their time and attention on the tasks of selecting, acquiring, using and maintaining what they consume. If those tasks can be simply and efficiently performed,Continue reading “Personalized, Streamlined, Agile Customer Experience”