Forrester’s new report, "Personalization And The Rise Of Individualized Experiences," addresses the growing trend and need for CX professionals to tap into personalization tactics, and to take them a step further to create individualized experiences, which they define as “experiences that use customer data to structure interaction, functionality, and content around the needs of individual customers”. The report goes on to further explain individualization as “focusing on the needs and behaviors of individual customers rather than segments and cohorts”. 

While new for CX professionals, delivering individualized experiences is at the heart of what Certona’s technology does, and has been doing for years. With our patented technology for predicting human behavior and our suite of smart solutions, Certona enables businesses to personalize virtually every aspect of the customer experience based on individual data, activity and context, going beyond group-based interactions to truly take personalization to the individual level.

If we’ve ever seen wild mood swings in the retail sector, it’s been this fall. Retailer’s spirits plummeted on Black Friday when sales failed to meet expectations, then soared sky high on Cyber Monday when mobile sales came flying in. What does this mean?

A quick but careful glance at the figures shows that the picture for retail is changing rapidly, in exciting new ways. Let’s take a quick dive into the surprising, sometimes contradictory numbers for Thanksgiving weekend.

Holiday doom and gloom – a lackluster Black Friday

The traditional start to the holiday shopping season (Thanksgiving – Cyber Monday) began on a happy note, with some market researchers promising “record-breaking” holiday sales of up to $89 billion, a 13% increase from last year’s holiday season.

Buoyed by these cheerful projections, retailers’ moods sank when Black Friday failed to deliver. The total number of shoppers (both in stores and online) dropped 5.2%. Average spending per shopper was down 6.4%, and overall spending fell 11% from last year.