How Real-Time Personalization Can Power Enterprise Customer Experience

  • July 3, 2020
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Personalization has nowadays become a basic consumer expectation. As marketers compete with each other to deliver the best-personalized Customer Experience (CX), the stakes have drastically risen. Real-time personalization is the new kid on the block. Those marketers who are able to achieve this are held in high esteem by their customers.


Recently, we had an insightful thought-leadership session with Gaurav Gupta, Head of Omnichannel and Martech Platforms, Circles Life. He has over 16 years of experience in various senior management roles related to marketing and advertising. In this exciting discussion with Subra Krishnan, CEO, Lemnisk, Gaurav explains how real-time personalization can power enterprise customer experience.


real-time personalization



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Here are some of the important insights from the discussion:





  1. Paid spends have become more accountable

  2. The emphasis on CX has become really high in terms of personalization and data privacy

  3. Machine Learning and AI have become a lot more prevalent





  1. Harness PII (Personally Identifiable Information) data

  2. Layer the PII data over a platform that connects into various digital channels

  3. Create a unified user view

  4. Enrich the unified view by integrating with third-party providers


  1. There should be a two-way data flow in real-time between systems

  2. A lookalike modeling should be available at the CX platform’s end

  3. The CX tool should have a universal way to ingest data from different sources

  4. An important aspect for a CX or martech vendor is the ability to build strong client relationships

  5. A martech vendor’s USP should be to care for their clients’ business

  6. Quality of service is going to be a determining metric for evaluating vendors

  7. Vendors should be agile, own customer goals, and be proactive in consulting with the client



By Bijoy K.B | Senior Associate Marketing at Lemnisk


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