Gartner Research

Market Insight: IoT-Based Digital Personalization, Part 1 — Improve Customer Retention

Published: 23 April 2018

ID: G00346151

Analyst(s): Jonathan Davenport , Godfrey Chua

Summary

Connected vehicles are an example of where customer profiles can be used to improve customer retention. Technology business unit leaders should develop systems that use these profiles to deliver personalized services to underpin retention as autonomous vehicle-based mobility as a service evolves.

Table Of Contents

Analysis

  • Strategic Planning Assumption
  • Introduction
  • Use Digital Personalization Today to Retain Customers Tomorrow
  • Digital Personalization Benefits
  • Digital Personalization Challenges

Background and Context

The Impact

Conclusion

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