Forrester on Using Data to Drive Individualised Experiences

Michael Gazala is a VP & Research Director at Forrester. At the Customer Experience for Financial Services: North America he presented a session on data-driven design and individualised experiences. He said the age of the customers is defined by an explosion of data, and he outlined how this data can be used to drive better experiences, better business processes and how businesses have to go beyond customisation and personalisation to drive individualised experiences.

Watch the full presentation below.