8 FACETS OF PERSONALIZATION PERSONALIZATION IS MORE THAN WEB PERSONALIZATION AND PRODUCT RECOMMENDATIONS Outbound

ON

RIGHT

TIME

CHANNELING

PERSONALIZED NEXT BEST OFFER

SMART

PRICING

CONTENT

ELASTIC PRODUCTS

ADVICE

LIQUID

FOR ONE

INTERFACE

Inbound

Trigger based

Personality based

P

PERSONALIZED PRICING: personalizing quotes, for example by offering exclusive rewards based on customers‘ individual profiles and loyalty

E

ELASTIC PRODUCTS: personalizing products by flexibly adapting them to meet customers‘ individual needs

R

RIGHT CHANNELING: personalizing channel landscape, by employing the ones most preferred by the individual customer for reaching out to her

S

SMART CONTENT: personalizing content by filtering for relevancy to customer‘s individual context

O

ON TIME: personalizing the timing of interaction by tying it to individual triggers and time preferences

N

NEXT BEST OFFER: personalizing offers by matching the right customer to the right product

A

ADVICE FOR ONE: personalizing customer dialogue by fully shaping it around customers' unique situation

L

LIQUID INTERFACE: personalizing touchpoints by making interfaces adapt to personal usage patterns and preferences 1

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