CX in Retail: Making Personalization Work While Protecting Customer Privacy

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The ideal customer experience in retail is personal.

For decades, digital technologies have tantalized retailers with the prospect of automating one-to-one personalization. After years of frustration, retailers finally see signs of hope, thanks to advances in machine learning, analytics software, and computing power. But personalization remains a challenge. Retailers in every niche have trouble customizing their customer experience to suit each shopper’s unique needs and preferences.

How do we personalize while protecting the privacy of consumers?

In this eBook from DMI, a leading expert in designing mobile retail experiences, we explore four crucial components of personalization —identifying customers, collecting and analyzing data, finding proper context, and nurturing engagement. We also share privacy pointers for each component.


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