PegaWorld 2019 Keynote: Tom Libretto - Moving beyond personalization, with FordDirect and ING Bank
Personalization has long been the rage, but is really just a fancy term for old, tired, and inefficient segment-based marketing. With never-seen-before levels of real-time customer data available to us, and the computing horsepower to leverage it into actionable insight, modern enterprises are moving way beyond segments to deliver authentic, individualized experiences at every customer interaction. In this keynote, Tom Libretto, Pega’s Chief Marketing Officer, will discuss the data, technology, and approaches organizations can deploy to ensure that every customer interaction delivers the best possible customer outcome. Tom will be joined on stage by Vaishal Gariwala from ING and Robert Skinner from FordDirect who will share their stories of 1:1 customer engagement transformation within their respective organizations.