Personalize every customer interaction
Create highly relevant interactions with customers based on their unique needs, characteristics, and behaviors – from product recommendations to real-time personalized experiences and beyond. Download the eBook
Customers
Improve customer experiences as well as brand perception by personalizing at every customer touchpoint.
Key performance indicators
Reap the rewards across key performance indicators like customer acquisition, visitor engagement, and lead generation.
Agents
Empower employees with individualized information – so they can better serve clients with personalized interactions.
What does personalization look like?
Personalization is most typically deployed in targeted marketing programs, which are programs underpinned by data that are aimed at improving messaging and making marketing programs more effective.
Personalize across engagement channels
As marketing tools have become more sophisticated and data-driven, so has personalization. Many organizations now utilize personalization across all engagement channels, like email, websites, social media channels, SMS, push notifications, mobile, direct-mail, and any other channels where brands meet customers and prospects.
The consumer push for personalization
It’s critical for brands to employ marketing personalization as part of their strategies. In fact, consumers now require it. According to Gartner, 71% of B2C and 86% of B2B customers expect companies to be well-informed about their personal information during an interaction.
Key benefits of personalization
Innovate across channels
Innovations like artificial intelligence have enabled personalization in channels beyond the marketing function – like the contact center, a branch or store location, and IVR. Now it’s possible to improve the entire customer experience from start to finish.
Increase customer lifetime value
Amazing experiences that use customer personalization have incredible results – reducing customer churn and increasing customer lifetime value.
Cater to their needs with empathy
Demonstrate empathy and care for consumers. Personalizing the entire customer journey allows you to respond to an individual's unique needs and deliver much more than just a sales-related engagement.
Deliver relevance with next best action
Pega’s AI-powered technology helps brands engage with the next best action most relevant to consumers across all stages of the buyer’s journey, enabling personalized experiences throughout.
Key personalization tools
Customer Decision Hub
Optimize every interaction with the end customer in real time.
Next Best Action Advisor
Get contextual next best actions to sell, serve, retain, or negotiate.
Paid Media Manager
Optimize digital advertising on platforms like Google using first-party data.
Customer Data Connectors
Activate first-party data using powerful AI and decisioning capabilities.