Executive Summary

Personalization can help media, entertainment, and telecommunications (MET) companies navigate recent turbulence with renewed strength and competitive differentiation. An emerging group of Experience Leaders lead the way with “personalization at scale,” a strategy to consistently deliver value to customers and benefits to the business by leveraging real-time data to create connected, contextually relevant experiences for every customer across all interactions and channels. MET firms must adopt personalization at scale to keep pace with customer expectations and take full advantage of personalization’s big payoff of higher conversion, deeper engagement, greater customer lifetime value, and fiercer customer loyalty.