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Personalization Jeffrey Dagadu
Personalization Jeffrey Dagadu
EXPERIENCES &
PERSONALIZATION
AI in Digital Transformation: Payments Episode
Jeffrey Dagadu
The shift from segmentation
Old School Hyper personalized
offers
Not targeted
Targeted
customers
_06
Sounds fancy but not a new concept
Source: McKinsey
The Competition Has Changed
Redefine customer
expectations
Perceptual
Influencers
Set the pace of expectations
across multiple industries
Experiential
Competitors
Not
Too much Too much
enough
choice content
time
The Use Cases are endless
Sentiment Analysis
Service robots Transaction Robo advisors
authentication
The Use Cases are endless
How do we improve customer experience
Individual
Profile + Context of
engagement x
Relevant
personalized
offering
=
Improved
Customer XP
Personalization at Stanbic
Empowering Relationship MyInsights Oheema Eva
Managers Your spend insights and more Your bank 24/7
Customer 360
Insights
Triggers
Automation
The common theme in the examples
Connecting humans to humans
Our Business
Our Customers
The Personalization Toolkit
Digital Delivery
Behavioural Measurement &
Marketing & Optimization
Solutions (CRM
Economics etc)
Digital Sales
Where to start from!
Strategic alignment
1 Vision alignment Business outcomes Value realization
2 Execution 3 Intelligence
Execution Incremental
at scale Personalization Value Analytics models & insights
Enablement
4 Platform
Unclear
New to a lot of ownership and No clear Lack of
companies resource metrics expertise
allocation
Technology Multiple
Limited data
bottlenecks systems
The Key Takeaways
Leveraging AI is no more yes or no question
01
Customers are worried about the data you have only if you do not use it
04 to enhance their experience
Thank You_
For Your Attention