www.exlservice.com
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45.60.46.19
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Submitted URL: https://info1.exlservice.com/e3t/Ctc/ZO*113/c2Rw-04/VWhY8l67qQHJW8WP9qh6DRDzXW72Qs8N5pH2r2N4CDgf02-ZVTW7lCdLW6lZ3pNW9k30T_2dg...
Effective URL: https://www.exlservice.com/insights/white-paper/personalization-digital-retail?_hsenc=p2ANqtz--yd79NLSqg7aQHXY3aRRK5DMNHcAV...
Submission: On December 17 via api from US — Scanned from DE
Effective URL: https://www.exlservice.com/insights/white-paper/personalization-digital-retail?_hsenc=p2ANqtz--yd79NLSqg7aQHXY3aRRK5DMNHcAV...
Submission: On December 17 via api from US — Scanned from DE
Form analysis 3 forms found in the DOM
POST https://forms.hsforms.com/submissions/v3/public/submit/formsnext/multipart/444742/d0dd50a9-796f-424e-a9c6-7e9dfd13e137
<form id="hsForm_d0dd50a9-796f-424e-a9c6-7e9dfd13e137" method="POST" accept-charset="UTF-8" enctype="multipart/form-data" novalidate=""
action="https://forms.hsforms.com/submissions/v3/public/submit/formsnext/multipart/444742/d0dd50a9-796f-424e-a9c6-7e9dfd13e137"
class="hs-form-private hsForm_d0dd50a9-796f-424e-a9c6-7e9dfd13e137 hs-form-d0dd50a9-796f-424e-a9c6-7e9dfd13e137 hs-form-d0dd50a9-796f-424e-a9c6-7e9dfd13e137_9ba653fd-01de-4d29-b30b-bfa5118c016a hs-form stacked"
target="target_iframe_d0dd50a9-796f-424e-a9c6-7e9dfd13e137" data-instance-id="9ba653fd-01de-4d29-b30b-bfa5118c016a" data-form-id="d0dd50a9-796f-424e-a9c6-7e9dfd13e137" data-portal-id="444742"
data-test-id="hsForm_d0dd50a9-796f-424e-a9c6-7e9dfd13e137" data-hs-cf-bound="true">
<fieldset class="form-columns-1">
<div class="hs_i_am_a_ hs-i_am_a_ hs-fieldtype-select field hs-form-field"><label id="label-i_am_a_-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your I am a/an..." for="i_am_a_-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>I am
a/an...</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><select id="i_am_a_-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" required="" class="hs-input is-placeholder" name="i_am_a_">
<option disabled="" value="">- Please Select -</option>
<option value="Advisor/Analyst">Advisor/Analyst</option>
<option value="Client">Client</option>
<option value="Prospect">Prospect</option>
<option value="Speaker">Speaker</option>
<option value="Media">Media</option>
<option value="Investor">Investor</option>
<option value="Partner">Partner</option>
</select></div>
</div>
</fieldset>
<fieldset class="form-columns-2">
<div class="hs_firstname hs-firstname hs-fieldtype-text field hs-form-field"><label id="label-firstname-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your First Name"
for="firstname-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>First Name</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="firstname-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" name="firstname" required="" placeholder="" type="text" class="hs-input" inputmode="text" autocomplete="given-name" value=""></div>
</div>
<div class="hs_lastname hs-lastname hs-fieldtype-text field hs-form-field"><label id="label-lastname-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Last Name" for="lastname-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Last
Name</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="lastname-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" name="lastname" required="" placeholder="" type="text" class="hs-input" inputmode="text" autocomplete="family-name" value=""></div>
</div>
</fieldset>
<fieldset class="form-columns-2">
<div class="hs_company hs-company hs-fieldtype-text field hs-form-field"><label id="label-company-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Company"
for="company-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Company</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="company-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" name="company" required="" placeholder="" type="text" class="hs-input" inputmode="text" autocomplete="organization" value=""></div>
</div>
<div class="hs_email hs-email hs-fieldtype-text field hs-form-field"><label id="label-email-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Email" for="email-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Email</span><span
class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="email-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" name="email" required="" placeholder="" type="email" class="hs-input" inputmode="email" autocomplete="email" value=""></div>
</div>
</fieldset>
<fieldset class="form-columns-2">
<div class="hs_jobtitle hs-jobtitle hs-fieldtype-text field hs-form-field"><label id="label-jobtitle-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Job title" for="jobtitle-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Job
title</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="jobtitle-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" name="jobtitle" required="" placeholder="" type="text" class="hs-input" inputmode="text" autocomplete="organization-title" value=""></div>
</div>
<div class="hs_phone hs-phone hs-fieldtype-phonenumber field hs-form-field"><label id="label-phone-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Phone number" for="phone-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Phone
number</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input id="phone-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" name="phone" placeholder="" type="tel" class="hs-input" inputmode="tel" autocomplete="tel" value=""></div>
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<fieldset class="form-columns-1">
<div class="hs_country__c hs-country__c hs-fieldtype-select field hs-form-field"><label id="label-country__c-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Country"
for="country__c-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Country</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><select id="country__c-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" required="" class="hs-input is-placeholder" name="country__c">
<option disabled="" value="">Please Select</option>
<option value="Australia">Australia</option>
<option value="Austria">Austria</option>
<option value="Bahamas">Bahamas</option>
<option value="Belgium">Belgium</option>
<option value="Bermuda">Bermuda</option>
<option value="Brazil">Brazil</option>
<option value="Bulgaria">Bulgaria</option>
<option value="Canada">Canada</option>
<option value="China">China</option>
<option value="Colombia">Colombia</option>
<option value="Czech Republic">Czech Republic</option>
<option value="Denmark">Denmark</option>
<option value="Finland">Finland</option>
<option value="France">France</option>
<option value="French Guiana">French Guiana</option>
<option value="French Polynesia">French Polynesia</option>
<option value="Georgia">Georgia</option>
<option value="Germany">Germany</option>
<option value="Ghana">Ghana</option>
<option value="Greece">Greece</option>
<option value="Greenland">Greenland</option>
<option value="Guyana">Guyana</option>
<option value="Hong Kong">Hong Kong</option>
<option value="Hungary">Hungary</option>
<option value="Iceland">Iceland</option>
<option value="India">India</option>
<option value="Indonesia">Indonesia</option>
<option value="Ireland">Ireland</option>
<option value="Israel">Israel</option>
<option value="Italy">Italy</option>
<option value="Japan">Japan</option>
<option value="Jordan">Jordan</option>
<option value="Luxembourg">Luxembourg</option>
<option value="Malaysia">Malaysia</option>
<option value="Maldives">Maldives</option>
<option value="Malta">Malta</option>
<option value="Mauritius">Mauritius</option>
<option value="Mexico">Mexico</option>
<option value="Morocco">Morocco</option>
<option value="Netherlands">Netherlands</option>
<option value="New Zealand">New Zealand</option>
<option value="North Korea">North Korea</option>
<option value="Northern Marianas">Northern Marianas</option>
<option value="Norway">Norway</option>
<option value="Oman">Oman</option>
<option value="Panama">Panama</option>
<option value="Philippines">Philippines</option>
<option value="Poland">Poland</option>
<option value="Portugal">Portugal</option>
<option value="Romania">Romania</option>
<option value="Saudi Arabia">Saudi Arabia</option>
<option value="Singapore">Singapore</option>
<option value="Slovenia">Slovenia</option>
<option value="South Africa">South Africa</option>
<option value="Spain">Spain</option>
<option value="Sweden">Sweden</option>
<option value="Switzerland">Switzerland</option>
<option value="Taiwan">Taiwan</option>
<option value="Thailand">Thailand</option>
<option value="United Arab Emirates">United Arab Emirates</option>
<option value="United Kingdom">United Kingdom</option>
<option value="United States of America">United States of America</option>
<option value="Venezuela">Venezuela</option>
<option value="Vietnam">Vietnam</option>
<option value="Zimbabwe">Zimbabwe</option>
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<fieldset class="form-columns-1">
<div class="hs-dependent-field">
<div class="hs_industry_ hs-industry_ hs-fieldtype-select field hs-form-field"><label id="label-industry_-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Please choose your industry"
for="industry_-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Please choose your industry</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><select id="industry_-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" required="" class="hs-input is-placeholder" name="industry_">
<option disabled="" value="">Please Select</option>
<option value="Banking and Financial Services">Banking and Financial Services</option>
<option value="Health">Health</option>
<option value="Insurance">Insurance</option>
<option value="Media and Entertainment">Media and Entertainment</option>
<option value="Retail">Retail</option>
<option value="Transportation and Logistics">Transportation and Logistics</option>
<option value="Travel and Transportation">Travel</option>
<option value="Manufacturing">Manufacturing</option>
<option value="Utilities">Utilities</option>
<option value="Others">Others</option>
</select></div>
</div>
</div>
</fieldset>
<fieldset class="form-columns-1">
<div class="hs_message hs-message hs-fieldtype-textarea field hs-form-field"><label id="label-message-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your Message"
for="message-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>Message</span><span class="hs-form-required">*</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><textarea id="message-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="hs-input hs-fieldtype-textarea" name="message" required="" placeholder=""></textarea></div>
</div>
</fieldset>
<fieldset class="form-columns-1">
<div class="hs_i_have_read_and_accepted_the_privacy_policy hs-i_have_read_and_accepted_the_privacy_policy hs-fieldtype-booleancheckbox field hs-form-field">
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input">
<ul class="inputs-list">
<li class="hs-form-booleancheckbox"><label for="i_have_read_and_accepted_the_privacy_policy-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="hs-form-booleancheckbox-display"><input
id="i_have_read_and_accepted_the_privacy_policy-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="hs-input" type="checkbox" name="i_have_read_and_accepted_the_privacy_policy" value="true"><span>I understand and agree that the information
submitted in this form will be transmitted to, stored and processed by EXL, in accordance with their
<a href="https://www.exlservice.com/privacy-policy" target="_blank" rel="noopener" data-insert="true">Privacy Policy</a>.</span></label></li>
</ul>
</div>
</div>
</fieldset>
<fieldset class="form-columns-1">
<div class="hs_urltrack hs-urltrack hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-urltrack-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your URLTrack"
for="urltrack-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>URLTrack</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="urltrack" class="hs-input" type="hidden" value=""></div>
</div>
</fieldset>
<fieldset class="form-columns-1">
<div class="hs_gclid hs-gclid hs-fieldtype-text field hs-form-field" style="display: none;"><label id="label-gclid-d0dd50a9-796f-424e-a9c6-7e9dfd13e137" class="" placeholder="Enter your gclid"
for="gclid-d0dd50a9-796f-424e-a9c6-7e9dfd13e137"><span>gclid</span></label>
<legend class="hs-field-desc" style="display: none;"></legend>
<div class="input"><input name="gclid" class="hs-input" type="hidden" value=""></div>
</div>
</fieldset>
<div class="hs_recaptcha hs-recaptcha field hs-form-field">
<div class="input">
<div class="grecaptcha-badge" data-style="inline" style="width: 256px; height: 60px; box-shadow: gray 0px 0px 5px;">
<div class="grecaptcha-logo"><iframe title="reCAPTCHA" width="256" height="60" role="presentation" name="a-dt7u2yp9b2ja" frameborder="0" scrolling="no"
sandbox="allow-forms allow-popups allow-same-origin allow-scripts allow-top-navigation allow-modals allow-popups-to-escape-sandbox allow-storage-access-by-user-activation"
src="https://www.google.com/recaptcha/enterprise/anchor?ar=1&k=6Ld_ad8ZAAAAAAqr0ePo1dUfAi0m4KPkCMQYwPPm&co=aHR0cHM6Ly93d3cuZXhsc2VydmljZS5jb206NDQz&hl=en&v=zIriijn3uj5Vpknvt_LnfNbF&size=invisible&badge=inline&cb=bx0s7pcr4knj"></iframe>
</div>
<div class="grecaptcha-error"></div><textarea id="g-recaptcha-response" name="g-recaptcha-response" class="g-recaptcha-response"
style="width: 250px; height: 40px; border: 1px solid rgb(193, 193, 193); margin: 10px 25px; padding: 0px; resize: none; display: none;"></textarea>
</div><iframe style="display: none;"></iframe>
</div><input type="hidden" name="g-recaptcha-response" id="hs-recaptcha-response" value="">
</div>
<div class="hs_submit hs-submit">
<div class="hs-field-desc" style="display: none;"></div>
<div class="actions"><input type="submit" class="hs-button primary large" value="Send"></div>
</div><input name="hs_context" type="hidden"
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</form>GET /exl-search
<form action="/exl-search" method="get" id="exl-search-block-form" accept-charset="UTF-8" data-hs-cf-bound="true">
<div class="fd_mainSearchBox">
<i class="glyphicon glyphicon-search fd_close_mainSearch"></i>
<div class="fd_mainSearchBoxConetent">
<div class="exl-container">
<div class="fd_searchBox_container">
<i class="glyphicon glyphicon-search searchplaceHolder"></i>
<div class="form-item js-form-item form-type-search js-form-type-search form-item-keys js-form-item-keys form-no-label form-group">
<label for="edit-keys" class="control-label sr-only">Search</label>
<input title="Enter the terms you wish to search for." data-drupal-selector="edit-keys" class="form-search form-control" placeholder="Search" type="search" id="edit-keys" name="keys" value="" size="15" maxlength="128">
<div id="edit-keys--description" class="description help-block"> Enter the terms you wish to search for. </div>
</div>
<div data-drupal-selector="edit-actions" class="form-actions form-group js-form-wrapper form-wrapper" id="edit-actions"><button data-drupal-selector="edit-submit" class="button js-form-submit form-submit btn-primary btn icon-before"
type="submit" id="edit-submit" value="Search"><span class="icon glyphicon glyphicon-search" aria-hidden="true"></span> Search</button></div>
</div>
<div class="fd_quickSearch_container">
<div class="fd_quickSearch_text"> Quick Search </div>
<div class="fd_quickSearch_tag_container">
<a class="fd_quickSearch_tag" href="/exl-search?keys=Generative+AI">Generative AI</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Customer+Experience">Customer Experience</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Digital+Transformation">Digital Transformation</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Artificial+intelligence">Artificial intelligence</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Data+%26+Analytics">Data & Analytics</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Analytics+%26+AI">Analytics & AI</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Data+Management">Data Management</a><a class="fd_quickSearch_tag" href="/exl-search?keys=Data+driven+finance">Data driven finance</a>
</div>
</div>
</div>
</div>
</div>
</form>POST https://forms.hsforms.com/submissions/v3/public/submit/formsnext/multipart/444742/97712b1a-b24a-4313-9323-d8bff97aa5b4
<form id="hsForm_97712b1a-b24a-4313-9323-d8bff97aa5b4" method="POST" accept-charset="UTF-8" enctype="multipart/form-data" novalidate=""
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URLTrack gclid Search Enter the terms you wish to search for. Search Quick Search Generative AICustomer ExperienceDigital TransformationArtificial intelligenceData & AnalyticsAnalytics & AIData ManagementData driven finance U.S. U.K. & Europe Australia & New Zealand South Africa PERSONALIZATION IN DIGITAL RETAIL PERSONALIZATION IN DIGITAL RETAIL Harnessing the power of data to drive customer engagement Download PERSONALIZATION IN DIGITAL RETAIL Harnessing the power of data to drive customer engagement Download 1. Home 2. Insights 3. White Paper 4. Personalization in digital retail Data serves as the fundamental building block of any robust personalization program. However, the success of such a program is tied to the organization’s data strategy. INTRODUCTION Personalization is a key focus area for e-commerce retailers to go beyond the prevalent practice of engaging in bidding wars to get the customer’s attention. In the place of bidding wars to purchase online retail space, e-commerce brands can instead nurture the relationship with each and every customer, making it unique to their individual profile, shopping and communication preferences, and purchase history. Additionally, the widespread failure of many e-commerce brands to give a personalization strategy the attention and resources that it really requires to be successful represents an elusive business opportunity for the brands that are ready and willing to do so. The findings from a Salesforce study highlight how personalization can be the key customer engagement and sales driver for e-commerce brands: * More than two-thirds of customers now expect companies to understand their unique needs and expectations. * Three in five customers anticipate that companies will proactively meet their needs. * Over 50% of customers feel that they are just a customer ID to their preferred companies. This underscores an opportunity that proactive digital retailers can take advantage of. The building blocks of a successful personalization strategy Data serves as the fundamental building block of any robust personalization program. However, the success of such a program is tied to the organization’s data strategy. In digital retail, where companies interact with customers across a wide range of channels, including websites, apps, contact centers, and other options, it is essential that interactions are orchestrated seamlessly. Achieving an end-to-end personalized customer experience hinges on maintaining coherence and consistency across these diverse touch points. While it may be relatively simpler to execute localized personalization for individual channels and tactics, the true measure of success lies in how these personalized elements converge to create a unified customer experience. The lack of a synchronized experience can backfire and end up confusing the customer. Therefore, it requires a holistic and cross-functional approach to ensure an impactful personalized customer experience. A typical personalization program can be divided into four stages. * The data driving personalization: The cornerstone of a successful personalization strategy is precise, comprehensive, quality data. The principle is straightforward: the more we understand the customer, the more effectively we can tailor their experience. Consequently, the initial component of an effective personalization strategy revolves around collecting data from a wide range of sources, including on-site interactions on websites or apps, purchase history, payment behavior, contact center interactions, marketing communications, survey responses etc. These disparate streams of data must be seamlessly stitched together at a customer level to construct a 360 view of the customer. This has become increasingly complex due to recent regulations, such as GDPR, and developments like the deprecation of third-party cookies in the digital data landscape. From our experience at EXL with diverse clientele, we have observed that digital tag management is an area where many organizations struggle to install robust governance and management processes. The consequence of these struggles is a substandard ability to gather, store, and interpret first-party data. The walled nature of digital marketing platforms can make data management processes more complex than they need to be, and generate new challenges too. Collecting an accurate 360 view of the customer has become a major hurdle. Many organizations are resorting to customer segment level approximations to bridge the gaps in their understanding. * Smart personalization engine: This second component serves as the brain behind the entire operation. After the data has been gathered, stitched, and cleansed, it enters a chain of decision engines where the magic of personalization unfolds. This is the stage where all decision making takes place, and the next steps for various interfaces are evaluated, scored, compared, and determined. Different experiences and outcomes for each customer are carefully designed and reviewed. With automation, big data, and machine learning technologies, online retailers can carry out a personalized experience for each customer. For instance, this could include personalized recommendations of products for purchase sent via the customer’s preferred communication channel within a specific monetary range based on their previous purchase history. * Effective presentation: Once the product offer and method of presentation is chosen, the presentation experience should be designed for an optimal user experience to maximize conversion rates. This presentation extends to ease of offer analysis by the customer and a seamless, fast, secure payment process. * Robust measurement and feedback: The success of a personalization program also hinges on effective measurement. The measurement framework should enable insights across various levels of the program. It should be able to provide a top-level view for senior leaders on overall program performance, as well as presenting granular insights across various parameters to regularly enhance the approach. We have seen organizations leaning towards a unified measurement framework, in the form of a top-down view solution. This approach enables organizations to better understand spend allocation on a macro level. Additionally, it can be supported by a bottoms-up attribution solution at the same time to understand performance at the micro level. In our experience at EXL, a multi-touch feedback strategy is effective – better still if this is also personalized to the customer’s communication preferences. The various parts of a successful personalization program can be summarized in the following diagram: CONCLUSION A McKinsey study revealed that companies excelling at personalization are likely to generate 40% more revenue from these activities. Therefore, digital retailers cannot afford to serve their customers with a one-size-fits-all approach. Personalization is now the key to revenue growth and enhancing customer loyalty. At EXL, we have helped many e-commerce retailers embed high-performing personalization strategies for unprecedented results. Please reach out to us to learn about our success stories and how we can help your ecommerce brand to drive new levels of customer engagement and sales through personalization. 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