Hi, this is Greg Keltstrom. Welcome to the Agile World Podcast, where we discuss customer

experience, employee experience, and transformation in an Agile age. The Agile World Podcast is

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To read more about the topics discussed on this show, you can go to my website at the

Agile.world and read my latest articles or get a copy of my latest book, the Center

of Experience, a blueprint for creating an experienced led organization, now available on Amazon

and other retailers. Hi, this is Greg Keltstrom. Welcome back to the Agile World Podcast. Today,

I'm going to talk a little bit more about personalization and orchestration, particularly

in regards to customer experience. So I've talked a bit about listening to the voice

of the customer using indirect implicit and explicit feedback. Talked a bit about next

best action, but today I want to talk a little bit more about how personalization and orchestration

can be used and how they can be most successful. So I'm going to go through first a few things

that can help you be most successful with personalization. First is really asking the right

questions. I've worked with a lot of clients who have said, well, we really want to personalize

this experience. There's certainly a lot of facts and figures out there. I cite quite

a few myself of how customers are really expecting their communications and everything from

shopping to customer service experience to be personalized. But when it really comes

down to planning what that means, you really have to ask the right questions and figure out

what do you really need to or want to personalize. What's the problem that you're really trying

to solve? Many times personalization is allowing your customers to more clearly understand your

product or service based on how relevant it is to them. And so we really need to understand

...