Personalization is more than just a buzzword in business today — it’s a necessity. More than 70% of consumers expect companies to deliver personalized interactions. To retain and improve customer loyalty in a highly competitive market, contact centers must focus on what McKinsey & Company calls the ‘care of one,’ or hyperpersonalization.
While technologies such as chatbots and automated decision trees are now the norm, they sometimes miss the mark on delivering those hyper-personalized interactions customers crave. But with a few small changes, delighting customers can be as simple as identifying callers with a personalized opening message. That means going from this: “Thanks for calling Company A. Your approximate wait time is five minutes.” To this: “Alex, thanks for being a Company A customer for two years. An agent will be with you in five minutes. We appreciate your patience.”
To achieve small but impactful personalized experiences like the one above, contact centers need the right kind of data, technologies, and processes. In this eBook, we’ll explain three challenges that stand in the way of creating personalized care and how to overcome them.
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