adminArtificial Intelligence is reshaping web interactions. AI-driven chatbots provide real-time support, while personalization algorithms tailor content to individual preferences.
Impact on User Engagement:
- Instant customer assistance boosts satisfaction.
- Personalized experiences increase conversion rates.
Example: Websites like Amazon and Netflix leverage AI for a personalized user journey.
What is personalization?
Every customer’s journey is different, and personalization means “curating individual customer journeys by leveraging data and insights, to deliver content that is relevant to the customer.”
When you use what you know about a user to provide a user experience tailored to their needs, THAT is product personalization.
Personalization leads to increased customer delight, customer engagement and better customer retention.
As a PM, it is vital to understand the importance of personalization at scale, as it helps drive competitive advantage and deliver exceptional customer experiences.”
Importance of personalization in customer experience
- Surveys that gather behavioral data.
- In-app Messaging.
- On-boarding flow.
- Sign up page.
What do these have in common? Other than the fact that they are all crucial aspects of a customer’s journey, these are all stages that can be personalized.
Personalization can help you create meaningful and relevant experiences that resonate with customers on a deeper level. It enhances customer satisfaction, improves engagement, and fosters loyalty in the long-term.
Understanding the customer, giving them relevant information, and ultimately, driving value. These are the 3 pillars of a perfect personalized experience.
Let us see how Canva uses personalization during their onboarding survey that makes customer’s lives that much easier.