Customer LoyaltyAND the Personalization Imperative

Personalization: Central To Customer Loyalty

Personalization Becomes Fundamental

Obstacles to Personalization

Top Digital Priorities - 2015

Segment Based Marketingfocuses on finding people for a product.

Individually Personalized Marketingfocuses on finding a product for a person.

Segmentation vs. Personalization

7

Achieving True 1:1 Personalization

The Personalization Maturity Curve

Personalized Journeys Drive Business ROI

*TRANSFORMING CUSTOMER EXPERIENCE: FROM MOMENTS TO JOURNEYS, 2013

+36%Customer

satisfaction

+19%Likely to

stay/renew

+28%Willingness to recommend

+33%Less likely to cancel/churn