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HGS Digital’s Omni-Channel Personalization Framework
Kickstart your personalization program today.
About this workshop
Omni-channel personalization can generate significant value for businesses, but implementing it is no easy task. In this discovery workshop, learn the current state of personalization and specific steps to take to ramp up results from your personalization program.
Leverage learnings from this workshop to assess your existing personalization initiatives for improvements or design a brand-new personalization strategy. Adopt our industry-leading, 5-step personalization framework to ramp up your personalization approach and identify areas that might need additional focus.
During the workshop
Our personalization experts will work with you and your team to:
- Identify and prioritize your business challenges and goals
- Assess current marketing, CX and personalization initiatives
- Evaluate current technology stack and desired outcomes
- Recommend a results-focused personalization strategy
Who should attend?
- Marketing leaders looking to improve customer personalization
- Customer experience/support execs looking to enhance customer experience across support channels
Duration: 2 – 4 hours
Cost: FREE
Learning outcomes:
Key takeaways from this workshop will be actionable steps you can implement in each of the five key pillars of a personalization strategy.
Planning
- Map personalization strategy to business goals
- Create a customer journey map
- Define channels, timelines and roadmap
Foundation
- Create a 360-customer profile
- Design customer experience infrastructure
- Apply AI for advanced modeling
Orchestration
- Develop plan for cross-channel interactions
- Apply re-targeting to personalization plan
- Integrate context within customer engagement
Content & Creative
- Define digital asset management needs
- Design content development and execution plan
Operationalization
- Assess organization maturity and culture
- Design measurement and analytics strategy
- Define team structure and talent gaps
- Adopt A/B testing to support experimentation
Workshop leaders
Laura Cicchelli
Principal, Marketing Strategist,
HGS Digital
Name
Brief BIO.
Venu Gooty
Personalization &
Marketing Tech Specialist,
HGS Digital
Name
Brief BIO.
Virgil Wong
Digital & Creative Strategist,
HGS
Name
Brief BIO.
Yas Kolathayil
Principal, Data Sciences,
AI & Insights,
HGS Digital
Name
Brief BIO.
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Awards and recognitions
HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.
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About Hinduja Global Solutions (HGS)
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.
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