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HGS Digital’s Omni-Channel Personalization Framework

Kickstart your personalization program today.

Graphic of personalization

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

Pillars of Personalization Strategy graphic

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.


  • Map personalization strategy to business goals
  • Create a customer journey map
  • Define channels, timelines and roadmap


  • Create a 360-customer profile
  • Design customer experience infrastructure
  • Apply AI for advanced modeling


  • 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


  • 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

Photo of Laura Cicchelli

Laura Cicchelli
Principal, Marketing Strategist,
HGS Digital

Photo of Venu Gooty

Venu Gooty
Personalization &
Marketing Tech Specialist,
HGS Digital

Photo of Virgil Wong

Virgil Wong
Digital & Creative Strategist,

Photo of Yasim

Yas Kolathayil
Principal, Data Sciences,
AI & Insights,
HGS Digital

Schedule your FREE workshop

Complete this form to reserve your workshop spot.

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.

Gartner award, elsonHall award, Excellence in Customer Service award 2022

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