Cuppa Commerce

Currently the VP of Sales & Business Development for WhatCounts, an OSG company (formerly Windsor Circle), my guest Gautham Pandiyan is a scientist-turned-software expert who focuses on the retail, ESP and related markets. His team focuses on adding value to marketers’ personalization initiatives, helping them grow profitable repeat business. In this episode, we discuss: Windsor Circle’s recent acquisition by OSG and merger with WhatCounts, an email marketing provider, and what this means for the joint company’s offerings. The evolution/range of digital personalization capabilities, from Personalization 1.0 (using a customer’s name) through Personalization 4.0 (predicting buying behavior). Why personalization drives a more engaged and loyal customer base and, ultimately, a higher lifetime customer value, even in an era focused on privacy (e.g. GDPR). Personalization as a strategic imperative, not a nice-to-have, and its role in building a strong loyalty program. That email remains the most cost-effective