Personalize CX with AI and Automation - Total Retail

In an age where technology evolves as quickly as customer expectations rise, it's increasingly difficult for brands and retailers to remain competitive while adapting to new trends and demands. It's no longer enough for brands to merely be "present" across multiple channels, no matter how many social platforms they dabble on. In order to reach and retain today's engaged shopper, brands must, above all, be engaging in ways that are unique and customized to each shopper's needs and preferences. One of the strongest cards retailers can play to stay ahead of the curve is to integrate personalization programs into their customer experience (CX) strategy. Boston Consulting Group reports that brands with personalized experiences that incorporate "digital technologies and proprietary data" have seen revenue increase by 6 percent to 10 percent -- which is two to three times faster than brands that don't have personalization programs in place. Additionally, only about 15 percent of companies -- most of which are tech companies and digital native brands -- are considered "true personalization leaders."