Crash Course: The Ins and Outs of One-to-One Customer Engagement
Part 3 - Designing A One-to-One, Next Best Action Marketing Program
One-to-one personalization is critical. Effective next-best-action engagements can—and do—transform business outcomes, driving customer loyalty to new levels, while also unlocking a greater share of wallet.
But what many organizations don’t fully understand is that to achieve true one-to-one engagement, you need more than the right technology – you also need the right company culture, and organizational structure.
In this webinar, learn how leading organizations architect their next-best-action transformation – from expectation setting, goal planning and performance reporting, to team structures, required skills, senior governance, and day-to-day execution.
Andrew LeClair is the Product Marketing Manager for the Decision Sciences division at Pegasystems, accelerating Pega's portfolio of marketing technology, decision management, and customer engagement solutions. Before joining Pega, Andrew was the lead Marketing Investment Benchmark Analyst in IDC’s CMO Advisory Service and previously was the Manager of Commercial Programs at Wyman-Gordon.
Mark has more than a decade of experience helping some of the world’s largest organizations use artificial intelligence, predictive analytics and omni-channel customer engagement to revolutionize customer experience, drive down churn, and increase sales. Mark leads a team responsible for defining and implementing best practice, both organizational and technical, that ensures that these organizations maximize the benefits gained from using these technologies. Mark possesses extensive real-world experience of the technical and organizational transformation required to deliver success having led implementations in multiple geographies and having driven product roadmaps and go-to-market strategies for Pegasystems.
Mark holds a Masters degree in Computer Science from Manchester University and a Masters of Business Administration from Oxford University.