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Every Communication Service Provider (CSP) wants to do personalization well. In fact, this is more vital than ever when it comes to marketing, as the majority of customers won’t even interact with a message from a brand unless it is tailored specifically to them.
But most CSPs aren’t managing this. Simply adding the recipient’s name to the greeting of an email isn’t true personalization. What is true personalization is the ability to deliver the right message to the right customer at the right time, and in the right way.
Being unable to do this on-demand and at scale, while still maintaining the level of privacy customers expect, is where many efforts fall down.
Data is any business’ most valuable resource. But while this is more true than ever in today’s environment, it’s not the whole story. After all, it doesn’t matter how many billions or even trillions of data points a firm possesses – if they can’t utilize it effectively, it’s doing nothing more than taking up server […]
In the Great Competitive Paradox story, we mentioned the concept of the Digital Twin. We described how the FANG companies create a digital profile that represents part of the real customer. They use this profile in order to engage in a more individual way, creating a highly personalised customer experience that in turn leads to a magnetic, sticky attraction to their brand.
Instead of being a silent consumer of products and services, the customer is becoming the center of the business universe. Leading brands are listening to their customers and introducing the practice of hyper-personalization.
If attention is the new currency, there simply isn’t enough of it to go around. Click-through rates are in the gutter, adblock use is growing, free reach on social isn’t free anymore, and organic search traffic is declining.