As website traffic begins to surge, it is important for organizations to have real-time, personalized, omnichannel communication with consumers.  Providing the next best offer at the time of interaction leads to increased revenue over time. 

This Gartner report shares, “Customers expect a personalized experience wherever they engage with a brand, but most organizations cannot deliver one across all channels.” A crucial part of consumer engagement is the ability to aggregate data and effectively communicate in a real-time, personalized manner across all channels.

Per our view, the report explores the attributes of a personalization engine:

  • Data gathering at an individual level
  • Customer profile creation with real-time updates
  • Analytics and machine learning
  • Identifies customer journeys and corresponds appropriately
  • Real-time presentation layer

Download the report to learn more about personalization to enrich CX and drive revenue.


Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner, Use Personalization to Enrich Customer Experience and Drive Revenue, Penny Gillespie, Guneet Bharaj, 2 April 2019. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
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