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About This Webinar
Deloitte Digital’s latest research on personalization identifies how brands can pinpoint the right depth and breadth of personalization to generate greater impact. It sheds light on how successful brands approach personalization as a reciprocal exchange in which brands not only drive business impact but enrich the lives of their customers.

Join Deloitte Digital’s Leala Crawford, managing director, and Will Pickard, senior manager, to learn about our research findings and how to assess and activate the appropriate depth and breadth of personalization for your brand. You’ll find out:

  • What kind of tangible benefits consumers expect from personalization
  • Which touch points and channels most deeply influence different generational groups
  • How preferences for personalized marketing and advertising have shifted in the past two years
  • How improved tactics can impact customer conversion rates, order values and other key metrics
  • What it takes to instill the right teams, tools and strategic focus to accelerate meaningful outcomes

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Leala Shah Crawford
Managing Director, Deloitte Digital
Leala Shah Crawford is a Managing Director in Deloitte Digital’s Customer practice, where she is the offering leader for Marketing Data Science and Analytics. Leala has over 18 years of experience defining and implementing global transformation strategies and customer personalization programs for leading companies. Leala brings a unique perspective—combining her expertise from both a consulting and industry view—on the org, process and tech capabilities required to deliver a dynamic, relevant and seamless customer experience.
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Will Pickard
Senior Manager, Deloitte Digital
Will is a Personalization & Data Science Leader at Deloitte, specializing in transforming marketing functions for Fortune 500 and FTSE100 Retail and Consumer brands to deliver personalized customer experiences at scale.

His end-to-end personalization experience and expertise helps brands to realize tangible benefits by harnessing Data, AI and Technology to drive customer acquisition, marketing efficiencies and customer loyalty. He brings a winning approach to define a holistic and pragmatic personalization strategy followed by leading programs to deliver transformative technology and operating model change.
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