This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.

About the Guest:

Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.

Relevant Links:

https://www.linkedin.com/in/michaelobermaier

The Top 3 Key Learnings:

1. Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.
2. Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.
3. Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.

Chapters:

00:00 Game Start

00:46 Guest Introduction

01:16 Michael's Background

02:47 Core Values

05:25 Methods for Understanding Customer Data

09:29 Steps for Companies to Improve Personalization

11:51 Best Practices in Personalization

19:44 Impact of Personalization on Customer Experience

23:15 Connecting Personalization with ROI

24:00 Ensuring Customer Privacy

27:28 Next Best Experience Concept

31:37 Future of CX

32:30 Best Way to Contact Michael

33:00 Michael's Golden Nugget

34:03 Conclusion

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