For example:
Tactic 3
“We want to personalize the user journey for our travel app.
Cross-Channel Personalization Orchestration
Plan a cohesive experience for a user interested in beach
vacations: what should they see on the homepage, in the
promotional email, and in the mobile app notification?”
The AI might generate a mini-strategy:
“Homepage shows tropical destination deals; follow-up email
offers a personalized discount on resorts they viewed; push
What it is:
notification reminds them to check out top-rated beach
GenAI can act as a high-level strategist to plan
hotels.”
and coordinate personalized content across
multiple channels and customer touchpoints.
You can also have the AI orchestrate timing and triggers:
Think of it as using AI to create a cohesive
“Customer does X – what’s the next best message on which
personalization playbook or campaign plan,
channel?”
ensuring all channels deliver a unified, context-
For instance:
aware experience to each user segment.
“If a user abandons their cart, suggest a sequence:
immediate cart reminder email with related items, and if no
How to use it:
purchase in 3 days, an SMS with a discount.”
Describe your multi-channel environment and
The AI will leverage known best practices to propose an
customer journey, and ask the AI to outline
orchestrated plan.
personalized content or actions at each step.
Furthermore, AI can ensure each channel’s content is adapted
appropriately while staying consistent. You might generate a
core message (like a product announcement) and ask AI to
adapt it to different channels: shorter, catchy version for SMS,
detailed version for email, visual suggestion for social. This
keeps the omnichannel personalization synchronized.
GenAI Quick-Win Playbook for Personalization
7
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