Targeting customers with advertisements that are truly unique by either including curated products or customer information

Using customer data from past visits, geographic location and preferences to personalize their content

Providing content, product or service recommendations that are tailored to the individual customer’s preferences

Changing the offer, promotion or price customers are seeing based on their propensity to convert

Conversational AI technology learns from customer behaviour and delivers personalized services that can answer specific questions and concerns in real time

Using databases and AI technology to recognize and connect customers from both online and offline shopping channels

Using existing customer data to pre-populate any documents, processes or applications which may be required to improve experience

Providing updates on the status of product shipments, promotions and/or refills based on their purchase history

Using customer purchases, micro segmentation, and geospatial data to send highly contextualized offers and messages

Financial institutions are finding ways to use the vast amounts of data they have on customers to help make informed decisions on product offerings and the customer journey. Deloitte expects financial institutions to continue to lead the way in using advanced analytics and AI to meet the customer’s personal financial needs. Personalized product design, tailored advice and recommendations, pricing optimization, and tactical communication and servicing strategies are just some of the ways hyper-personalization can help future proof financial institutions.

“Gathering contextual data drives information about customer profiles, behaviours, and transactions, helping to segment customers and drive more targeted offers.”

Mukul Ahuja
Financial Services Leader
AI and Data

The availability of customer data allows marketing professionals to understand their customers’ desires before they even enter the marketplace. Customers are now equipped with the tools to digitize their experience, connecting the online customer experience to their in-store visit through the use of data, analytics and AI technology. Creating these experiences transforms retail from being a shopping destination to a channel for consumers to interact with the brand.

“Being more personalized leads to more relevant offers, and differentiation for customers based on their engagement and investment in a particular brand.”

Stefan Ivic
Retail Leader
AI and Data

Governments have access to data that offers deep insights into the population, which allows them to segment people and tailor services accordingly. Going forward, Deloitte expects hyper-personalization to filter into multiple elements of public-sector services, whether for citizens, businesses or not-for-profit organizations, making it easier for them to access information, and get the support they need.

“Personalization in the public sector is about improving outcomes by understanding a citizens needs better and ensuring that they are given the right service at the right time.”

Nihar Dalmia
Public Sector Leader
AI and Data

Health is a very personal matter, and hyper-personalization can help ensure each consumer is getting the specific information and treatment required and that physicians are armed with accurate patient data. AI can be used a means of sifting through patient data to suggest possible treatment plans and help customers find what they are looking for based on their unique health and behavioral needs.

“Health care will no longer focus solely on providing care, rather it’ll focus on sustaining the overall well-being of the healthcare consumer.”

Shanil Ebrahim
Health AI Leader
AI and Data