Gone are the days of people finding personalization intrusive and creepy. Today’s consumers appreciate — and even expect — personalization. Of more than 2,000 consumers surveyed by Formation.ai, 79% agreed that the more personalization tactics a brand uses, the more loyal they are to that brand. Today’s technology allows marketers to take it even further with deep personalization.
We all have our own individual preferences and patterns. Deep personalization allows for consumer experiences to acknowledge and benefit from that, ensuring they constantly improve over time as companies learn more about individuals. That happens through a combination of people’s complete history with a brand and any contextual clues from a specific moment.
For example, if I’m in the market for a new winter coat, a brand using deep personalization could predict this based on my website browsing behaviors. Real-time insights available can help brands drive deep personalization, informing marketing messages in the future. In addition to sending browse abandonment messages for winter coats — ideally the one I am predicted to purchase — that item can be featured in regular campaign emails, brought to the front of the mobile app and mobile messaging.
Consumers are increasingly aware of the data they provide to brands. While they don’t understand every process their data goes through, they do expect to exchange it for relevance. Keeping pace with consumer demands requires an investment in deep personalization.
Deep personalization is a transformation. Brands need to break down silos between marketing, sales, customer service, merchandising, and other channels to create a single experience. It can happen in bits and pieces, but ultimately, it requires full dedication to data-driven, AI-driven marketing.
Deep personalization requires data and content, and the tools to operationalize both of them within and across channels. Brands need to invest in consolidated consumer profiles, make consumer data easy to access across marketing and sales channels, and upgrade to advanced personalization. This is already happening in many industries with the increase of in-house data warehouses, data lakes, data science teams, and more. Companies are also increasingly seeking solutions that connect to these owned data assets in near real-time so that partner technologies are as much a part of this internal ecosystem as possible.
Think about your entire customer journey. Deep personalization is best-suited for all of it as it enhances any experience driven by data.
Acquisition touchpoints can be personalized using data from your retained customer base and pre-acquisition engagements with your brand. You can personalize first conversion engagements based on acquisition source, collaborative algorithms, and more. Retention and loyalty engagements can be personalized using the data you have collected from the lifetime of engagement with the individual consumer.
When deploying deep personalization, there are four big things to consider:
Personalization has come a long way since marketers got excited about putting a customer’s first name in a subject line. For a while, the mindset was, the more data, the better. Now there’s a new priority: How do you know you have the right data?
Your marketing managers have a different concern. They’re aware of all the data they could be using, and many want to be more data-driven. But that data is often stored in different silos. Without the tools to access that data or integrate it, marketers aren’t quite sure how they should use it, even if they could get at it.
But while data is obviously important, personalization doesn’t always require as much of it as you may think. Advanced personalization can leverage real-time data even when there isn’t much information available about an individual customer. What’s more, advanced personalization tactics can earn upwards of $20 for every $1 invested — on top of email marketing’s already-high ROI.
Marketers can adjust their messages based on constantly-changing context. So even with limited information about the behaviors or preferences of a particular customer, the message will still be relevant.
If you think your customers don’t care about getting personalized emails from your brand, better think again. The proof is right there in the numbers, this time in a new report from Formation:
These consumers aren’t talking about the basic tactics for personalized emails like mail-merging their first names into the subject line or greeting or varying content by gender. As the study notes, “75% of consumers said the marketing emails they open frequently contain segmentation, indicating these are now table stakes.”
That’s a solid conclusion, which concurs with findings Liveclicker reported in 2019 from a study by The Relevancy Group.
That study, The Value of Personalization Optimization for Retailers, revealed the business case for advanced personalization: Every $1 you spend on advanced personalization returns at least $20 of additional revenue that’s over and above email’s already amazing ROI of $44.
But, just as basic personalization doesn’t move the needle for consumers, it won’t generate that eye-popping ROI, either. What does? The advanced personalization that shows customers you know who they are as individuals, not just records in your database.
The Formation study, which studies factors that affect customer loyalty, includes a key data point not often found in personalization studies:
Personalization tactics that increase engagement and loyalty, such as personalized emails, web sessions and location-based mobile messaging, can also turn customers off.
How you use that personalization can make or break your campaign. Meaningful personalization will increase loyalty, but failures (the dreaded “hello first-name” error, wrong locations, segments or buying/browsing history) can make customers distrust your messages and transfer those ill feelings to your brand.
Personalization succeeds when it creates messages that help your customers shop more successfully, or with fewer frustrations. Start by identifying the pain points you want to address, and then look for ways you can combine real-time moment of open technology with behavior and inventory data that can help take the pain away.
Although there are dozens of ways to use this data for meaningful personalized email, the three suggestions below are all tactics you can test now to see how which can help you achieve better results in the hectic holiday months to come:
1. Real-time shipping progress: Holiday ecommerce will be bigger than ever this year, but if shippers face capacity shortages, that means packages could get delayed unexpectedly. Real-time shipping updates keep your customers in the loop and off the phone to your call centers, wondering where their goodies are.
2. Live offer and inventory updates: Clicking on an offer in an email and then finding the promotion expired or the product is sold out isn’t just frustrating for customers – it can actually drive them to your competition, looking for a similar deal. Using time of open allows you to swap in a comparable item or substitute a new promotion for an expired one.
3. Local weather: Whether you’re able to start promoting outdoor events, you can help attendees decide whether to attend by letting them know what kind of weather to expect, using both time-of-open and location data. This data can also help you choose appropriate images or product assortments, such as promoting flannel PJs for customers in wintry climates and lighter-weight sleepwear for warmer locations.
Using data creatively – but appropriately – is your key to the kinds of 1:1 personalization that customers crave and which makes them feel as if you know them without worrying that you’re looking over their shoulders constantly. Testing different levels and uses of personalization now can help you create more effective campaigns, whether you need them for day-to-day marketing or the all-important holiday months.
Enterprise retailers with major investments in brick-and-mortar locations are on the front lines of change in today’s economy.
In a time of dramatic disruption, many are turning to their digital operations to help them keep revenue flowing and the light at the end of the tunnel as bright as possible. Locations that remain open have their own set of challenges: balancing store traffic with managing employee and customer health and safety, and dealing with supply-chain disruptions.
As a marketer, you’re probably fielding many questions about how to make your digital channels even more effective and working overtime trying to find ways to increase your company’s bottom line while maintaining an excellent customer experience with your brand.
One answer – maybe not surprisingly – is email. The reliable workhorse that consumers prefer over other digital channels for brand communications in good times is emerging as the go-to connector in turbulent times for shoppers whose favorite stores are closed for the duration.
Updated data from BounceX show email open and conversion rates soared by early April this year – open rates were up 25% and conversions topped 40%.
However, business-as-usual emails won’t help retailers make up the revenue gap or connect with unsettled or stressed customers.
Advanced personalization and real-time communications will help you solve problems now and set the stage for even better performance after the lights come on and doors open later, as you can see with these five email marketing tactics for retailers:
1. Press “send” confidently even as conditions change. One of the biggest challenges retailers face in this uncertain economy is how quickly things change, whether it’s a product that suddenly goes out of stock, locations that open or close, or offers and messages that become outdated or inappropriate in a new context.
That means the email you send in the morning could well be out of date by the time your customer reads it even just a few hours later. It’s enough to make any email marketer anxious when it comes time to deploy their campaigns.
Gain the gift of the “take-back” with modules of editable email content you can change even after you send your campaign, using technology that lets you switch in up-to-date content based on when or where your recipient opens your email. You’ll send with confidence, knowing your audience is getting the right information whenever they open.
2. Offer real-time product recommendations: Products can fly off the shelves fast in turbulent times, and supply-chain uncertainty means shipments might not come in as regularly as before. This creates a bad customer experience even in good times. In bad times, it can quickly turn customers against your brand and even drive them to your competition.
Using real-time recommendations based on inventory levels will help you avoid promoting unavailable products online or in-store. Your messages can use adaptive product recommendations that change based on real-time inventory data.
3. Engage your loyalty-program members. Keep your VIPs and other high-value customers warmed up and ready to convert with personalized messages that build on their purchase or membership history or reveal their tier status and the benefits they’ll get when they move to a higher level. Give them advance notice of store specials or changes in hours or locations, and let them be the first to know when your doors will be open again.
4. Update triggered and transactional emails. Add value for the customers who do buy from you by including personalized recommendations, product advice or coupons based on browse or purchase history, predictive or “next logical product” models. If they’ve made an order online, include a real-time shipping tracker so they can keep an eye on their package as it’s being prepared and sent (bonus points: this can also relieve stress on your customer service center from customers calling in to ask where their order is!).
You might do this already for order-confirmation or cart abandonment emails, but look at the possibilities for including personalized or “moment of open” content in welcome emails or account-registration emails to accommodate any influx of new customers finding you online when they can’t access their preferred brands.
5. Add “tap to text” to expand email reach. Although homebound workers and students on desktops are driving up email open, click and conversion rates, their phones keep them connected to family and friends. “Tap to text” lets you reach these customers quickly with late-breaking news, updates and offers. An in-email call to action automatically populates a text when viewed on mobile or provides easy instructions to customers checking their email on desktops or other devices.
Advanced personalization and real-time messaging will help you stay connected with your customers now as we all weather the storm together. But once the world begins to recover, your email program will emerge even stronger, positioned to respond to and even anticipate your customers’ needs and wants and making your messages even more valuable to your customers.
Get even more actionable advice and tips for accelerating your retail recovery in this ebook made just for retail marketers helping their brands recover from the global crisis. Download Personalizing Your Customer Journey As Retail Returns today!
One of the most amazing pivots we’ve seen in recent weeks has been the lightning-speed turnaround in how people approach getting their food. Whether it’s from a box of groceries on the front porch or a bag from a local restaurant’s pick-up window, behavior is shifting quickly – and marketers need to adapt to keep up.
This rapid change means companies – especially those doing the crucial work of providing groceries – must scale up their customer communications at the same warp speed to keep their audience informed and supported.
Online grocery services have experienced rapid growth recently. Internet Retailer’s RetailX consumer confidence index found on March 11 that 14.2% of UK shoppers were buying more groceries online.
By March 25, that percentage had jumped to 25.8%, and shoppers using services like Waitrose and Ocado found themselves in virtual queues behind thousands of other shoppers as delivery times filled up.
Similar problems have cropped up in the United States for online grocers and delivery services facing surges in demand. An Axios survey found 41% of consumers report shopping more for groceries online. Brands find themselves balancing the difficult pressures of providing essential services while scaling up capacity in a manner that keeps their customers and employees safe.
This scramble to reinvent logistics services in order to keep customers stocked with their essentials doesn’t stop at the warehouse door. More than ever, companies need to communicate effectively with their customers as demand spikes or conditions change daily or even hourly.
Successful brands use communications strategies and technologies that they can scale up quickly, using sophisticated tactics like:
Cut the workload, increase personalization (essential for location-heavy services like groceries and takeout) and build loyalty with these email marketing strategies for online grocery businesses that make it easier to put your customers’ needs and concerns first:
1. Real-time product recommendations: High-demand products can fly off shelves in minutes. Using live inventory data lets you swap an out-of-stock item with an in-stock replacement on the fly (who expected yeast to sell out?) even after you send your email.
Real-time inventory integration updates message content based on when your customers open your messages. So, your email stays as fresh as today’s baked bread and reduces frustration for online and in-store customers alike.
2. Live delivery tracking: Here’s another great way that email can reduce uncertainty. Just by looking at the real-time tracker in their email messages, your customers can tell when their orders are being prepared, in transit or delivered. This is a great way to reduce strain on your call center and support team from customers wondering where their orders are.
3. One template, many versions: A campaign that resonates in a big city on lockdown might not apply to a rural community where shoppers may have different circumstances.
Use adaptive images, localization data and dynamic content to create nearly endless versions of a single message template with minimal effort. Instead of creating dozens of messages, you just add modules that change according to your automation rules.
Because the content changes based on where customers open your messages, you don’t have to worry about targeting segments with the wrong content.
4. Embed a social feed: As fast and flexible as email is, sometimes it’s easier to get the word out on crucial updates and changes by posting on your social media. These days, many people turn to social channels first to engage with brands for updates and questions.
When you embed a live feed of your social channels in your emails, you’ll make sure your customers always see the latest info. A properly embedded feed refreshes the moment your customer opens the message. So, you’ll know your emails will always feature the most up-to-date information, even after you send them.
No one knows how long the current emergency will last or how we will recover. Focusing your email program now to put your customers and their concerns first, shows them you stand by your commitment to them and gives them even more reason to trust your brand and products when the storm has passed. Get more insights and inspiring examples in this ebook for grocery marketers: Digital In Fast Forward: Email Personalization Best Practices for Grocery Retailers.
“Workflow efficiency” is one of marketing’s hottest topics these days, as growing pressure mounts on the marketing department to deliver more results without a corresponding increase in resources. Email marketing is one of the ripest areas for process optimization, with ample opportunity to improve productivity and results without relying on new headcount or getting stuck at organizational bottlenecks.
A Litmus survey in 2019 produced some surprising statistics about the email marketing workflows that teams use to get email campaigns out the door:
With the right tools and strategy, email teams can drastically reduce the amount of time and effort needed to get their campaigns out the door.
That would be “Fear of the Send Button.” You know, that queasy feeling you get when you’re about to hit “Send” on a campaign—especially a complex one involving many interchangeable parts—and thinking about all the things that could go wrong.
Dynamic content, especially content that updates on its own automatically based on “moment of open,” allows you to send the most up-to-date and accurate emails.
Your customers are happier with relevant personalized emails, and your team spends less time getting campaigns out the door and more time on planning, analyzing and innovating.
Automated messaging can take some of the time and headaches out of campaign creation and deployment. But dynamic content helps close the loop to create an even better customer experience with email, as you can see below:
Sometimes days or even weeks pass before a subscriber will open your message. In the meantime; inventory can sell out, offers can expire, or other conditions might change.
You could send a follow-up email (that you have to create, code, test and get approved) with updated information.
Or, you can simply use a dynamic content element to swap in the updated message – even after it’s already been sent! That’s a huge reduction in time and resources needed to keep your customers up-to-date.
An event like a store opening or closing is most meaningful to the people who live in the store’s market area. So instead of creating a fresh message for every event, use a single message template and incorporate a real-time element like location.
The images below show how clothing retailer Torrid uses adaptive images to create excitement leading up to and on the day before a store opening. Check out the before and after below. Added bonuses: a live map, an add-to-calendar function that sends a personalized reminder and an invitation to RSVP on Facebook give customers more possibilities to participate.
Updating your message templates fresh takes time and energy. Maybe that’s why only 39% of marketers review their automated templates every few months instead of waiting a year or longer, according to Litmus. But templates age out quickly these days; it doesn’t take long to look or sound out-of-date.
Live content feeds can pull fresh content from your website, social media accounts and other content sources into designated modules in your message templates. You could adjust them to always show your current featured products, your brand’s latest Instagram posts, or the hottest trending articles on your site right now. That means you can spend less time going back and managing/updating your triggered campaigns and templates!
People who don’t open your email right away might be disappointed if they click to the website, only to find the item is sold out or the price changed.
Nobody can afford unhappy customers these days. So, use dynamic content linked to your inventory to replace the original message with a note about the current status and a replacement offer.
Hot Topic implemented this tactic in their email strategy and saw customer complaints drop virtually to zero. Learn more about how they did it here.
Loyalty programs are fertile ground for this. Your VIPs need to feel wanted and special. You can make that happen by showing members in each tier of your program where they’re at, what benefits they can claim now and what’s possible at higher levels.
You can guess where we’re going with this. You could create multiple versions of a loyalty email, or you could use a single template that automatically inserts the appropriate content to subscribers according to their tier levels.
That’s what Torrid did when it was updating its popular Torrid Rewards program.
Using multiple automatically personalized elements on like dynamic images and adaptive individualization based on account status, Torrid sends each VIP member a monthly statement summarizing their activity, reminding them to spend their Rewards cash and letting them know when their tier credits expire. Urgency + transparency = winners all around.
Dynamic messaging based on real-time content gives your subscribers the relevant personalized messaging that drives action while helping you redefine and streamline your messaging workflow.
You can produce more beautiful, more relevant content in less time and with less reliance on IT and developer resources. If you’re looking for a real win-win, check out our RealTime Personalization solution!
What’s your biggest concern about moving up to advanced personalization?
Maybe you wonder whether you can afford the technology. Do you worry about whether you can count on IT to help you launch it, or find all the data you think you need to reach that next level of relevance?
If that’s what’s on your mind, you’re not alone. Research from the The Relevancy Group found retailers had four general areas of concern that kept them from taking advantage of real-time data and other efforts that can bring marketers an additional $20 ROI and give them an edge over competitors like Amazon.
Beyond just naming those objections, though, The Relevancy Group also suggests ways retailers can overcome them in its new report, The Value of Advanced Personalization for Retailers:
Challenge: Lack of IT support for data extraction or personalization platform integration
Solution: The personalization field has changed, thanks to “software as a solution” services that run up in the cloud and don’t need to be installed on your company’s servers. They can be integrated without significant IT involvement.
Challenge: Lack of budget for personalization beyond basic services
Solution: At least a third of the brands in TRG’s study said they budget $400,000 or less for personalization. Marketers can find more budget by partnering with personalization providers capable of proving ROI and making a tangible contribution to the bottom line.
Challenge: Concerns over data security and sharing
Solution: Today’s technology uses proper security and encryption protocols to share and protect data, rendering those concerns unfounded, the report says.
Challenge: Marketing programs are merchandiser-driven
Solution: Advanced personalization technology like Liveclicker allows a retailer more flexibility to promote existing inventory along with merchandiser assortments.
Using real-time data in an advanced personalization platform isn’t just the latest shiny toy on the shelf. It can help you give your customers a better experience with your brand – which often translates into stronger loyalty and longer retention – and solve operational problems on your company’s end.
Download Liveclicker’s latest report, Overcoming Challenges to Advanced Personalization, to learn how two major retail brands – Dunhill, a British luxury fashion retailer, and Hot Topic, a U.S. pop culture and fashion brand – used real-time data to build event interest and solve sold-out inventory problems.
Now you know that using advanced personalization can deliver upwards of $20 in added revenue for every $1 you spend on the technology – and that’s on top of the $44 in average ROI your email program could already be earning.
We’re excited to finally see that benefit quantified for the first time. But maybe your initial reaction to The Relevancy Group’s new report, The Value of Personalization Optimization for Retailers, isn’t “Wow! How can I get in on that?”
But many marketers are understandably skeptical about claims such as this. Maybe you’re thinking, “Yeah, right. You’re going to have to show me.”
If you’re the kind of marketer that needs to see to believe, Tactics Matter: Real Results from Advanced Personalization, shows how two well-known brands capitalized on advanced email personalization techniques and ended up not just meeting the higher revenues and conversions from advanced personalization, but smashing past them.
You’ll have to download the report to learn which brands claimed the spotlight. But here’s a quick look at six of the needle-moving tactics they used to push past the usual gains and to solve some nagging email issues.
The Relevancy Group’s report found the basic personalization (personalizing the subject line or adding the customer’s name to the email content) has little to no effect on added revenue. Purchase-based personalization performs better. But the tactics that have the greatest potential for increasing sales are:
What’s the true value of advanced personalization? It uses real-time data to deliver superior email experiences tailored to each individual customer. See what innovative brands are doing to level up their relevance, and test their tactics to improve your own KPIs.
A digital television entertainment service with customers throughout the United States and Latin America used real-time email to make buying subscriptions to its premium sports programming package easier and also to build brand awareness in a hotly contested field.
The brand used a one-click tap-to-text function that automatically updated an email message opened on a mobile device with a tap-to-text link. Customers could tap that link to buy or upgrade their entertainment packages.
Result: This one-click tactic helped the brand double sales in just about five weeks. Download the report to get the brand name and see sales numbers.
One tactic can be enough to generate sizable results, like those for our first brand. But, when you combine five tactics to carry out a strategy, the results can be nothing short of amazing.
An international entertainment company that operates theme parks around the world uses real-time data in email to build awareness, increase interactivity to prompt immediate responses and smooth the pathway to ticket sales.
Here’s what this brand used in its emails:
Results: The brand saw a significant increase in the click-to-open rate, which is a more specific measure of customer engagement than a basic open or click rate, and a double-digit increase in conversions. Download the report to learn the brand name and see the results in detail.
Bonus: Using the countdown timer module cut the campaign production time for countdown emails!
Two caveats about using these tactics: The brands chose them strategically to achieve specific marketing goals, not just at random because they’re cool tools. Each brand also measured success with metrics that were tied to those goals. Both steps are essential to achieve success with advanced email personalization.
Want to learn more? Download Tactics Matter: Real Results from Advanced Personalization to get more background information about using real-time data in personalizing emails.
The recent finding that advanced email personalization can generate an extra $20 back for every $1 invested in it has captured plenty of attention in the email industry. What’s even more remarkable is that this revenue comes on top of email’s already amazing ROI of $44.
“Many marketers who invest in advanced personalization tactics can realize an annual return on investment in excess of twenty dollars for every dollar invested,” The Relevancy Group concluded in its report, The Value of Personalization Optimization for Retailers, commissioned by Liveclicker.
We know what you’re thinking: “Where did that $20 ROI come from, and how can I get in on it?”
The Relevancy Group asked marketers about their revenue from different levels of personalization – basic to advanced – and how much they budgeted for personalization. Using those figures, analysts calculated the average ROI that came from advanced personalization alone.
Now, how can you make it happen in your own email program?
First, the good news: Marketers who use advanced personalization effectively can surpass even that additional $20 ROI.
Now, the bad news: You won’t get there just by adding the recipient’s first name to your email or to personalize the subject line. People expect to see first-name personalization. So, by itself, just adding the name won’t move your customers to act.
The next level of personalization, which includes dynamic content based on past purchases, can generate more revenue than just using first-name personalization. But it isn’t enough to earn you that additional $20 ROI, either.
Finding the right personalization tactic pays the big dividends
“To see dramatic ROIs, it’s imperative that marketers adopt the more advanced tactics,” says Liveclicker’s new report, Driving Value with Advanced Personalization, which builds on the data and analysis in The Relevancy Group’s report to show marketers specifically how it can be done.
Advanced personalization – using real-time data and a set of rules based on signals from inventory levels, message open times and clickstream behavior to create “superior individualized experiences,” TRG’s report says.
These tactics can take many different forms:
The secret to success isn’t just picking one tactic and seeing how it works. Instead, you need to see which tactics best fit your email strategy, along with your customers’ needs and expectations.
Liveclicker’s new report analyzes how one retailer used advanced personalization to increase revenue and engagement.
Chico’s needed to promote its higher-end Black Label collection but needed to find out how to present this merchandise to customers to encourage more purchases.The company tested two options: one based on a customer’s previous purchases and one that used live inventory data that presented the newest items in the collection.Results: The collection-based test beat the purchase-based test by double digits. Want to know the details? Download Driving Value with Advanced Personalization to get the specifics.
Download The Value of Personalization Optimization for Retailers to learn more
Both case studies show how investing in advanced personalization can generate an extra $20 ROI on email marketing and help you increase revenue by generating more sales and higher order values. They increase the relevance and value of your email messages and help your emails meet the growing competition for attention in the inbox.
The Relevancy Group report, The Value of Personalization Optimization for Retailers, lays out a roadmap for retailers who want to dive deeper into the state of play for personalization among today’s retailers, the actual monetary values generated by advanced personalization tactics and how they compare to basic and purchase-based personalization.
Download your copy now so you can begin seeing the possibilities!
We know that advanced personalization techniques can earn upwards of $20 – or more – for every $1 invested in it. But coming up with that initial investment can be a challenge for many marketers.
You’ll increase your chances of getting a “Yes” from your boss or executives if you present a request that shows the clear benefits of advanced personalization. A new report from Liveclicker, Driving Value with Advanced Personalization, can help you do the legwork that’s required to build a successful case.
The new report highlights Chico’s, a high-end women’s clothing retailer with 600 boutiques around the U.S., who used live inventory updates to promote its new collections. The result: higher revenue generated from larger average order values.
The full report provides in-depth analysis and details such as the actual percentages of revenue growth and the kinds of advanced tactics each retailer used to generate its gains. Download it here.
How to make your case
Driving Value with Advanced Personalization builds on the groundbreaking findings from The Relevancy Group’s study, The Value of Personalization Optimization for Retailers, produced for Liveclicker, which first quantified the potential $20 ROI from using advanced personalization.
Note: That’s on top of the ROI you earn now from email, estimated at an average $44 on every $1 invested in email.
Although 22% of marketers surveyed for the report said lack of budget was their biggest challenge, the report found marketers spend an average $900,000 or more annually on personalization and recommendation technology.
That’s an appropriate budget amount for advanced personalization, The Relevancy Group reported. If it sounds daunting, consider that the report also found 69% of marketers said they spend $850,000 or less annually.
The report suggests three ways marketers can shave some dollars off the cost of adding advanced personalized technology such as recommendation engines:
Finally, many of today’s cloud-based platforms that use real-time data to drive advanced personalization tactics integrate easily with databases and CRM systems and require less IT support and intervention, the report says. That’s another source of cost-saving and a point that can help you build a successful case for investment.