Personalised Experience Hierarchy
Personalisation can not operate in a silo. Every experience needs to be considered based on the level of data that you have on a visitor + the probability that it’s actually them! Campaign Localisation:Your localisation strategy needs to be coordinated alongside your personalisation effort. Personalisation & localisation should both be managed within the same team. […]
You’re the CEO
In today’s post I’ll cover why personalised customer experiences will not be controlled by Brands (in the future). When it comes to AI Organisations should initially focus on: I won’t talk about data again (read my older post on this). Except to re-emphasise. Bad data = Bad insight/recommendations/decisions/experiences. From an organisational perspective, I believe that […]
Broken Trust
Looking back at the video I shared (in my previous post). I’m delighted by all the progress that we’ve made over the past 5 years. I’m also excited by the opportunities that the current advancements in AI (& Gen AI) now enable…especially considering the real-time nature of our platform. Below is a high level summary […]
The Pitch
In 2017, I pitched Personalisation Hub to a major Australian telco (that we were working with at the time). Because we had just finalised all their custom (personalisation) integrations into AEM Sites, they did not see a need for Personalisation Hub (for their website). HOWEVER, they asked whether Personalisation Hub could support personalisation in retail […]
Platform Strategy
As 3rd party cookies stop working, many personalisation solutions will also stop working. The delay (to the deprecation of 3rd party cookies) by the dominant browser (chrome) has provided some short-term relief for organisations, as the original deadlines have been pushed back (several times). Existing Personalisation vendors have been looking for work-arounds (of which, most […]
Our Why?
In 2012, I started working on A/B Testing & CRO within the banking sector (specifically focused on home loan conversions) A/B Test Tools had basic targeting capability built-in. If you wanted anything more advanced, required custom integrations. At the same time, we were replatforming the bank to Adobe Experience Manager (AEM). A Content Management System […]
🔗 6. Conversion
Test, learn & refine every experience. Make sure that you have a well defined process & ensure that you know what’s driving business value. All organisations should have a well defined Conversion Rate Optimisation (CRO) strategy. Below is a high-level summary of the things to consider: 🔗 Personalisation Value Chain: Measuring Performance & Communicating Impact […]
🔗 5. Capability
What worked yesterday > will not work in this New World. AI has changed the game around what’s possible. Legacy systems (many decades old) will hold Brands back. Assuming that you’ve got your data sorted → The great news (for organisations that may have fallen behind) is that everything has changed! AI places everyone on […]
🔗 4. CX & Creative
As our inboxes get flooded with AI generated messaging, sending out personalised emails/text messages will no longer be enough. In my last post I covered Models. To support real-time experiences → an output from a model without an associated experience will show customers a default experience (i.e. it’s pointless). Let’s go through an unauthenticated customer […]
🔗 3. Models (AI)
Talking AI Models is where things get exciting. AI will allow brands to deliver mind-blowing, personalised experiences (in real-time). DeepSeek has thrown the cat among the pigeons within the model’s space. My view is that this is likely to shift more players towards an Open-Source approach (which is better for everyone). To see read from […]
