Personalization has become key across industries. How are IT departments supporting this internally?

It's true. In the consumer space, everything is being customized and personalized. From marketing to manufacturing, I have definitely seen this at L'Orèal. For the IT and tech team, our role is to figure out how to support this need, even harness it. It starts with the conversations you have with your team and the mindset you create - there’s just a tremendous amount of depth that goes into changing the customer experience that’s probably going to be a center piece for a lot of strategies that can develop.

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Manish Sinha

Manish Sinha, CIO

It's true. In the consumer space, everything is being customized and personalized. From marketing to manufacturing, I have definitely seen this at L'Orèal. For the IT and tech team, our role is to figure out how to support this need, even harness it. It starts with the conversations you have with your team and the mindset you create - there’s just a tremendous amount of depth that goes into changing the customer experience that’s probably going to be a center piece for a lot of strategies that can develop.

Hiba S Sharief

Hiba S Sharief, CIO

One of the ways one can "personalize" internally is to deliver catered communication and metrics to departments and end users. Similar to how a Business Process Outsourcing (BPO) partner may meet monthly with its client to deliver a view of incidents, service quality, NPS scores, project status, and open action items, we should be doing the same to deliver personalized and valuable information to each respective business unit we support. In fact, this becomes the foundation of service excellence since every business unit/department has different needs, expectations and experiences. You can only meet (or exceed) expectations if you understand specific departmental needs and develop "personalized" plans to close the gap between expectation and reality.

Other forms of personalization for end users includes using publicly available information in their profiles to drive collaboration across areas of interest, create internal communities, support HR to deliver more catered Rewards & Recognitions programs. Who said IT shouldn't be driving some innovation with the data we have about our people? ;)