Moving from Personalization to Humanization

At DMEXCO 2022, Europe’s leading digital marketing & tech event, Bank of Ireland and Pega presented how the bank left traditional campaigns behind in favor of artificial intelligence backed customer engagement to connect and make sense of data, helping them to understand their clients better and create more empathetic, dynamic conversations.

In today’s demanding market, brands are judged primarily on the overall customer experience they deliver. Brands need to demonstrate a level of empathy, to create healthy long term customer relationships. Providing consistent, contextual, and personalized experiences that treat customers as unique individuals without overreaching is the only way to succeed.