Personalization in Communication
summary
Claims that 71% expect personalized communication and 76% get irritated if it does not happen motivate concrete steps: use GA4 events, build user/product/company objects in a CRM or CDP, run mass then trigger campaigns, secure dynamic fields, segment by RFM and behavior, and orchestrate multi‑channel journeys. Examples include a bank that sent six million messages, an ERP project that cost €500 million and failed, and a built NBO solution that did not perform despite being implemented.
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chapters (13)
- 0:00Personalization intro
- 3:03Customer expectations
- 7:59What personalization means
- 11:16Pitfalls in email campaigns
- 13:09Trigger campaigns power
- 17:50Dynamic content mistakes
- 22:21Segmentation beyond demographics
- 29:21Omni-channel vs multi-channel
- 33:27Brands not AI-ready
- 36:24Next Best Action future
- 38:413-step personalization blueprint
- 41:14Risks of AI reliance
- 41:59Q&A
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