Incumbent banks will need to lean on personalization and inclusion, but must do so authentically to be successful. Internally developed products and services should be influenced and informed by people in the affinity groups they serve. Acquired companies and fintechs must align with the incumbent bank’s values or the acquired firm may not reach its full potential under the new brand.

Cathy Lewenberg: There's going to be a lot more of the consumer expecting a personalization piece in their purchasing journey. Technologies, like AI chatbots, will help customers find the right item. A lot of the things that happen in the store today are going to come online. We'll be able to replicate the experience of going into a store and talking to an expert about what wine you should purchase.

Why personalization and retention are important now more than ever

Jeremy Goldman is Director, eMarketer Briefing at Insider Intelligence, focusing on customer experience and brand marketing, including email and SMS marketing, personalization, omnichannel, and consumer attitudes. Prior to joining Insider Intelligence, Jeremy spent a decade as an agency founder, digital marketing author, and columnist for leading business publications.

eMarketer principal analyst Andrew Lipsman and executive editor of the eMarketer Retail Newsletter Rimma Kats share firsthand accounts of the National Retail Federation’s annual trade show, focusing on retail personalization, returns, sustainability and more.

Connectivity has become a major focus in the automotive industry. The ability to integrate vehicles with the internet-of-things (IoT) universe brings opportunities for enhanced services and personalization, but marketing executives like VMLY&R’s Aleks Niestroj think that there’s still progress to be made before cars go from “connected” to “smart.”

As such, heads of digital are striving to compete with them on key metrics, such as personalization and engagement. Driving Personalization. As consumers’ financial and nonfinancial lives merge in digital channels, being a head of digital is only getting tougher. Consumers no longer have “digital banking expectations” but simply “digital expectations.”

eMarketer was pleased to moderate a Tech-Talk Webinar featuring Merkle's Katie Li, senior director, audience science and management, along with Evan Nicholson, senior director, personalization and experience optimization, and Jas Singh, vice president, marketing platforms.

eMarketer was pleased to moderate a Tech-Talk Webinar featuring Cheetah Digital's Bruce Swann, senior director of product marketing, and David Raab, founder and CEO of the Customer Data Platform Institute. They discussed the emergence of a new generation of personalization techniques that are fundamentally different from previous methods.

For our recent “Ecommerce and Retail Customer Experience 2021” report, we spoke with Sasha Siddhartha, co-founder and CTO of Thrive Market, about how the company uses first-party data to improve personalization and, in turn, drive customer loyalty.

While email may not be changing as rapidly as some other digital disciplines, it evolves nevertheless. Gone are the days when a best-in-class marketer could rely on batch-and-blast techniques, where 100% of a brand’s email distribution list received emails that were 100% identical. Opportunities abound particularly in the realms of personalization and testing.

We were joined by Ganesh Subramanian, director, product marketing at Snowflake, who discussed how marketers are building powerful 360-degree views, refining segmentation, and driving personalization in every engagement, resulting in a higher return on marketing spend and lower costs. Watch this webinar and learn how to:.

More than 75% of companies say they lack the ability to transform raw data into actionable insights that can improve customer experiences. But when used correctly, customer data platforms (CDPs) can help manage customer data and greatly improve the marketing experience.

As consumers in Latin America continue to be faced with a daily barrage of product offers and promotions, more personalization will be crucial for retailers to pique consumers’ interest and grow their digital buyer base.

Personalization: “[CX] is about providing a personalized, relevant experience to your buyer in each moment that matters for them, throughout their entire customer journey,” said Heidi Bullock, CMO of customer data platform (CDP) provider Tealium. Personalization provides a strong CX by treating each customer as a unique individual with unique needs and desires.

One way to do both is by exploring the trend of hyper-personalization of services and customer interactions. For example, in our look ahead for 2022 banking developments, we pointed out the examples of niche financial institutions, like Daylight, which specifically targets LGBT customers, and incumbents offering AI-powered interactive services, like Bank of America’s Erica.

Improving marketing personalization is another key way for CMOs to improve ROI. Personalization is playing a greater role in helping brands secure repeat buyers—60% of respondents to a Segment survey said they’d be likely to become a repeat buyer after a personalized shopping experience in 2021, up from 44% in 2017.

How badly industry players were hurt by Apple’s privacy changes in Q3: Peloton was hit hard, while Criteo and Airbnb went unscathed.

Andrés also leads the implementation of global marketing technology ecosystems, marketing automation and personalization, global product information management, digital asset management, analytics, user experience/user interface, and data. Vala Afshar is chief digital evangelist at Salesforce. With over 600,000 followers on Twitter, Vala is a top business and innovation influencer on social media.