Beyond Journey Maps, Delivering Mass Personalization at Scale

November 20, 2014

Engaging customers and employees in the digital age. Panelists: Andrea Chin, SVP, Global O&T Transformation PMO, Citibank Mobile & Tablet PMO and Robin Jenkins, Regional Marketing Manager, RMH Franchise Corporation.

Dr. Natalie Petouhoff
Vice President and Principal Analyst, Constellation Research Constellation Research
Role: Vice President and Principal Analyst focusing on the IOT of Customer Experience and how the cloud is driving more flexible, agile, and robust customer service and customer experiences. In-app or in device customer service is the future. Coverage Areas: Next Generation Customer, Digital Marketing Transformation Bio: As a Vice President and Principal Analyst at Constellation Research, Inc, Petouhoff works with Fortune 100 and 500’s Senior Leadership teams to create strategic customer experience (marketing, sales and service) solutions which engage customers, build brands and grow businesses. Combining her experience as a former Forrester software analyst, PWC systems integrator and change management consultant, Petouhoff leads executive workshops to discuss to not only… Read more
Published
November 20, 2014
Author
Dr. Natalie Petouhoff
Categories
Business Themes
New C-Suite Future of Work Next-Generation Customer Experience
Audience Role
Chief Customer Officer Chief People Officer Chief Digital Officer
Related Blog Posts

Results

Analyst Blog
January 20, 2026

What's Agentic Commerce Without Infrastructure? (Distillation Aftershots)

Board Strategy
In this issue, we have to talk about agentic commerce, given how much it was discussed at NRF this past week. The last time we addressed it was an intro to the topic; this time, we have more in-depth links for you to read. First, my take.
Esteban Kolsky
Analyst Blog
January 15, 2026

How Should Executives Think of AI in 2026?

Board Strategy
Plenty has been said about how AI should be done over the next 10+ years. What about today's concerns for the next 12 months? How should executives discuss AI in the enterprise for the next 12 months? What are the questions they should be asking, and the steps they should be taking? What are the biggest concerns?
Esteban Kolsky