Experiences with Facebook, Google, Netflix and Amazon has led to a big shift in user expectations when it comes to personalisation. A recent study found that more than 83% of customers reported that they expect brands to personalise experiences for them.
Personalisation allows companies to deliver individualised content through data collection, behavioural and predictive analysis, and the use of automation technology. This is no longer just about right message, right time, it’s about brands being able to offer more curated and contextual experiences, recommendations, propositions and indeed products, in real-time on a genuinely one-to-one basis.
Personalisation and improved customer experience has also been proven to increase customer loyalty, advocacy and value, purely by the notion of ‘Hey this brand gets me!’ The continued quest for creating a single customer view through omni-channel opportunities is fast becoming a reality and for some, an expected outcome.
Netflix have claimed that their investment in AI is saving them $1b a year and personalised recommendations are sending engagement and box-set binge-watching through the roof. Our clients Lumesse were able to increase engagement with their elearning product, by creating a simple but robust recommendations engine that learns from the interaction preferences of users.