Greg Kihlström | Keynote Topic:

MarTech and Digital Experience Keynote Speaker

ROI on Personalized Customer Experiences

Creating customer and business value through tailored digital experiences

ROI on Personalized Customer Experiences:
Getting meaningful results by building a 1:1 relationship with your customers


Brands know that customers want personalized content and experiences, but often fail to connect the dots between delivering that personalization in a way that is cost-effective, measurable, and drives real results. To do this, brands need to approach personalization and personalized content in a way that can be achieved operationally, and that can provide meaningful insights that drive true business results.

The approach outlined in this talk was created to help marketers better and more quickly realize value from their personalization efforts. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing technology and customer experience profession for Fortune 500 companies, this presentation will walk you through the processes and methods to implement in order to successfully create a marketing personalization program that delivers business value.

What is discussed

  • How personalization can benefit both the customer and the organization, and the unique components that contribute to its success in driving business value

  • Using customer journey orchestration, personalization, and next best action strategies

  • How to be realistic about the resources required to do personalization well

  • How to create and measure a sustainable personalization program that drives business value

Based on the book

For more thoughts and ideas related to the need for brands to stay agile in the face of rapidly changing consumer expectations and external factors, make sure to check out Greg Kihlström’s best-selling book, House of the Customer (2023) available in print and digital formats.

Also, make sure to take a look at the Center of Experience half-day, 1-day, and 2-day workshops, now available in-person and virtually.