How To Achieve Next-Level Personalization To Perfect The Customer Experience

In this Martech Zone Interview, we speak to Mary Koberstein, Director of Integrated Marketing and Experience Management Practices at Avionos. Mary helps partners define the go-to-market strategy, drive new business development, build delivery best practices, and manage client relationships for CMS, analytics, personalization, marketing automation, and digital marketing engagements. Consumers expect personalization – in fact, 73% expect personalized digital experiences – leaving little to no room for error when delivering a standout customer experience as businesses navigate the current pandemic.

Mary outlines:

• The value of adjusting web pages in real-time as visitors interact with the site by displaying related products/articles based on visitors’ purchasing/viewing habits or even different items based on what similar visitors have done – and how this approach allows companies to achieve next-level personalization
• The benefits of achieving this level of personalization, such as more consistent messaging, optimized conversion rates, higher converting landing pages, and, most importantly, improved customer loyalty
• The process of developing a full personalized customer journey without touching a single line of the site’s code-base and in under one week – Mary can discuss her key learnings working with JLL, the technical and overarching approach she took to improve the customer experience and the lasting effects it made on JLL’s overall business