THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership CREATE HYPER-PERSONALIZED INTERACTIONS THAT MATTER
This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.
About the Guest:
Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.
Relevant Links:
https://www.linkedin.com/in/michaelobermaier
The Top 3 Key Learnings:
- Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.
- Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.
- Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.
Chapters:
00:00 Game Start
00:46 Guest Introduction
01:16 Michael's Background
02:47 Core Values
05:25 Methods for Understanding Customer Data
09:29 Steps for Companies to Improve Personalization
11:51 Best Practices in Personalization
19:44 Impact of Personalization on Customer Experience
23:15 Connecting Personalization with ROI
24:00 Ensuring Customer Privacy
27:28 Next Best Experience Concept
31:37 Future of CX
32:30 Best Way to Contact Michael
33:00 Michael's Golden Nugget
34:03 Conclusion
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