The Personalization Playbook: Strategies for IT Leaders

Retailers are under pressure to reduce costs while still improving customer experience and retention. The report shows that 41% of IT leaders name cost reduction as their top priority, only 1% consider their company a digital leader, and 74% plan to improve their tech stack to deliver better personalization. With 65% already using AI for personalization, this whitepaper gives businesses a practical view of how to modernize infrastructure, connect customer data, and scale personalized experiences across email, mobile, web, in-store, and omnichannel journeys.

What’s Inside

• Retail Priorities in 2024: Key business and IT priorities, from cost reduction to customer retention and omnichannel investment.
• Digital Agility Check: Why many retailers still rely on manual processes, legacy infrastructure, or mixed digital systems.
• Cross-Channel Personalization: How retailers are prioritizing email, mobile app, web, incentives, in-store, SMS, and ads.
• Personalization Challenges: Key blockers including budget limits, privacy concerns, siloed data, weak customer insights, and limiting technology.
• Tech Stack Modernization: Why retailers are improving infrastructure to support scalable personalization and better customer experience.
• Composable Commerce: How flexible, API-connected architecture helps brands adapt faster without full replatforming.
• Omnichannel CX: How in-store and online journeys connect through endless aisle, mPOS, OMS, CDP, POS, and e-commerce systems.
• AI for Personalization: How AI supports product recommendations, personalized ads, search, campaigns, and real-time customer experiences.
• Recommendations for IT Leaders: Practical guidance on balancing cost control, tech progress, team collaboration, data readiness, and phased modernization.

Kyanon Digital is delighted to be a Talon.One solution partner. By working together, Talon.One and Kyanon Digital provide companies with technologies to increase their customer engagement, conversion rates and growth by creating promotional marketing campaigns, engaging loyalty programs, and unique digital experiences for customers/brands all around the world.