This Forrester Consulting paper, commissioned by Adobe, explores the advantages of personalization at scale, revealing that 80% of Experience Leaders excel in customer metrics due to superior personalization strategies. It emphasizes that successful personalization involves leveraging data for contextually relevant experiences across all customer interactions. Key capabilities include mastering data insights, content supply chain, and omnichannel orchestration. The paper argues that these practices are achievable for all organizations, urging them to adopt coordinated, multi-departmental efforts to realize the full benefits of personalization at scale.

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