Dell: Driving change with data strategies and AI personalization
Podcast
All
Breanna Fowler
Director of Global Customer Experience
In this episode we talked about:
- Using data to gain deeper insights into customer behaviors and preferences.
- AI and machine learning as essential tools for scaling personalization and automating key processes.
- Adapting to the cultural aspects of each market while maintaining global consistency.
- Keeping an eye on emerging ecommerce trends to stay competitive in a fast-paced market.
Episode highlights:
[01:10] Breanna’s career journey: From higher education to Dell
[05:07] Challenges and surprises in unifying global ecommerce
[09:21] Defining success beyond sales: Metrics and customer feedback[
12:13] Leveraging AI to personalize customer journeys
[15:29] A personalization project that boosted Dell’s site conversion
[19:19] Trends for 2025: Efficiency, tech stack consolidation, and accessibility
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