How Humana Built a Playbook for Better Personalization Across the Customer Journey

The concept of digital personalization has been around for over a decade and for good reason. Countless consumer surveys over that time have shown that businesses that get personalization right can drive growth, improve customer retention and increase revenues. As exciting a promise as personalization may be, many businesses are still trying to master it across every customer touchpoint. So where is the gap? Typically it lies in the customer data fueling those experiences.