One afternoon session on day three of Customer Expo 2019 featured a presentation from Jim Leone, Data Science Vice President at cxLoyalty. cxLoyalty provides loyalty and customer engagement solutions to approximately 3,000 clients and partners. During his presentation, Leone unlocked insights into the essence of personalization and the necessary processes for achieving it.   Leone first emphasized the challenge that personalization represents. He said, “We consider personalization as a gigantic monster.” Leone noted that....

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