We have officially entered the era of personalization; customers use technology to document and track every move or decision they make. They wear Fitbits to count how many steps they’ve taken, share music preferences to receive personalized playlists and shop for curated items all on their social media platforms. Customers are now comfortable sharing their personal preferences, desires and goals with organizations — but only if the brand uses this information to add value to their experience.
With each new digital journey, customers are providing more information about who they are and what they want from their favorite companies. Although it may have seemed invasive a decade ago, algorithmic recommendations and personalized support have become second nature to customers. According to CCW Digital research, even for sales purposes, more than a quarter of customers said they are more willing to support a brand that extends targeted discounts or offers based on their profile and past purchases.
But, many organizations are failing to deliver the level of personalization customers have come to expect. With data silos and inefficient technology in place, companies are struggling to utilize the influx of data customers are presenting to them. As we continue in the era of personalization, organizations must prioritize solutions that can effectively manage customer data to inform highly tailored and meaningful customer interactions.
This report will cover:
- New customer expectations and the rise of personalization
- Technology that will enable agents to better understand customer intentions, sentiment, and history
- Insight for delivering relevant and seamless experiences that proactively meet customer needs