AARP® wanted to deliver more relevant content to its customers in real time, while simultaneously capturing new data and insights. By providing the value that customers want, and not just the products the brand wants, AARP® sought to increase responsiveness to its members and engage more directly through the channels its customers prefer.
The organization required a focused, customer-centric mindset, specifically to provide a more personalized experience that empowers customer decisions.
The client's goals required transforming how the business operated and managed its data, insights, and content, while synchronizing messages across multiple channels and streamlining its reporting. It also required deconstructing silos and transforming work through a shared platform that decreases redundancy of effort.