Personalization has become the ultimate differentiator. Customers expect brands to know them, understand their intention and deliver on their needs. This level of personalization, however, is difficult to achieve.

It may sound exciting, but it has become a challenge to actually execute a truly personalized experience in 2024. To make things worse, many CX leaders don’t even have a clear definition of what personalization truly looks like in practice.

Brad Power, Senior Director of Digital Product & User Experience at Kendra Scott, will share insight on the role of personalization in a dynamic customer experience strategy. Across the customer journey, organizations must be in the position to offer a seamless, tailored and effective experience. Brad will share his insight on delivering a personalized experience, no matter the touchpoint.

This session will also discuss:

• Essential technology for high-level personalization
• An updated definition of personalization in 2024
• Next-steps for achieving a tailored customer experience