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In addition to Google, Netflix, and Amazon, identify two companies that use personalization technologies. How can...

  1. In addition to Google, Netflix, and Amazon, identify two companies that use personalization technologies. How can personalization help the bottom line? What are some of the challenges for implementing these systems? Subject: Business Information Systems Book: Management Information Systems
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The two other companies that use 'personalization technologies' can be identified as Facebook and Spotify. Each of these companies use user data to provide a personal experience to their customers. Facebook shows posts and ads related to your interests or frequent searches and Spotify creates an end-to-end experience, entirely tailored to an individual user.

Types of user data that is used for personalization majorly include purchase history, user preferences, and website behavior. Incorporating purchase history into personalized experiences has the greatest impact on ROI. Companies that are able to relate to consumers on a more personal level can significantly improve customer experiences and create more brand loyal advocates. Which in turn, boosts the bottom line.

For example, by analyzing consumers based on buying history, such as average spend, products purchased and frequency of purchases, companies can devote more resources and create unique offers for their most profitable customers. A food delivery app may want to offer discount coupons to frequent buyers, or an online retailer may offer free shipping to profitable customer segments.

Companies do face a few challenges while implementing personalization technologies:

  • Technology: while personalization is a simple concept (show different content to different people), it’s technologically challenging to have a single connection mechanism between any and all systems of record that can transform the experience driven by systems of engagement.
  • Scalability: The system needs to perform at the maximum to meet the peak traffic demand of the company websites. The websites need to change for every customer, which can create a problem.
  • Data: The inability to utilize necessary data points and the inability to identify users properly are the two types of data challenges.
  • Process: The technology is used by the marketers and developed by the IT of the company. Hence, the marketing team has to rely on the development teams to enable the technology for them. Lack of correct processes leads to delays and truly personalized experiences and lost opportunities.
  • Privacy and Compliance: The companies need to be completely transparent about how and why they collect user data. This is their privacy policy. Personalization engines typically use cookies to track user behavior. There are a number of regulatory restrictions for using cookies. Some countries, especially in the European Union, have legislation that could require the companies to incorporate tracking consent before implementing personalization. Various recent data breaches have increased consumer sensitivity to how their personal information is gathered, stored and used.
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