Gartner Research

Use Personalization to Enrich Customer Experience and Drive Revenue

Published: 20 December 2017

ID: G00331880

Analyst(s): Penny Gillespie , Guneet Bharaj


Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading to reduced costs as well as increased revenue from greater customer satisfaction, loyalty and advocacy.

Table Of Contents
  • Key Challenges



  • Incorporate Gartner's Six Mainstream Approaches to Personalization Across Appropriate Channels
    • Six Approaches to Personalization
    • Customer Engagement Channels
  • Improve Customer-Facing Processes and Touchpoints to Create a Solid Foundation for Personalization
  • Build or Utilize a Digital Personalization Engine for Commerce
  • Deploy and Monitor Metrics for Personalization

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