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๐Ÿ”— 5. Capability

What worked yesterday > will not work in this New World.

AI has changed the game around whatโ€™s possible. Legacy systems (many decades old) will hold Brands back.

Assuming that youโ€™ve got your data sorted โ†’ The great news (for organisations that may have fallen behind) is that everything has changed!

AI places everyone on a level playing field. You now have the opportunity to leapfrog your competitors.

๐Ÿ”— Personalisation Value Chain:

Capability required to support Real-Time Personalisation (5 of 6)

1๏ธโƒฃ  Reset Your North Star = Ideal Customer journey
โ†’ Everything comes down to customer experience.
โ†’ Now Considering AI โ†’ what does your new reimagined customer experience look like?

2๏ธโƒฃ  Ensures Flexibility
โ†’ The AI market moves fast, the biggest model today, could be gone tomorrow.
โ†’ Make sure your new stack offers the flexibility to swap & change as this New World evolves.
โ†’ Select vendors that will remain AI model agnostic (or even allow you to bring your own AI).

3๏ธโƒฃ  Future Proof
โ†’ Try to predict the future & plan accordingly.
โ†’ Which changes will have the biggest impact on your CX & whatโ€™s the probability of these changes occuring.
โ†’ E.g. Will your selected capability still work after the deprecation of 3rd party cookies?

4๏ธโƒฃ  Supports Real-Time
โ†’ Most complex capability to deliver @ scale.
โ†’ Experiences are becoming conversational & personalised campaigns will be built in real-time.

5๏ธโƒฃ  Multi Modal
โ†’ Your future experiences need to support multi-modal.
โ†’ Web 3.0 | Voice | Vision will all need to work seamlessly together.

Iโ€™m incredibly excited about these changes. We started building Personalisation Hub over 7 years ago with a solid view on all of the above (& more).

From the words of Paul Kelly โ†’ โ€œFrom little things, big things growโ€

Weโ€™ve only just begun


โ€”โ€”โ€”โ€”โ€”โ€”
In my next post, Iโ€™ll cover Personalisation Value Chain:  Conversion (6 of 6)
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